Calyxo, Inc., a medical device company based in Pleasanton, California, specializes in improving kidney stone treatment. This role serves as the primary point of contact between customers, sales, and internal teams, ensuring accurate and timely order fulfillment while maintaining high levels of customer satisfaction.

In This Role, You Will:

Manage customer order fulfillment, open order management, and resolve service issues while acting as the primary liaison between customers, sales, and cross-functional departments. Generate weekly reports for sales on open billable orders.
Review and maintain open orders to resolve delivery blocks, billing blocks, and incomplete order statuses. Document all delays and changes made to an order.
Collaborate with Customer, Sales, Legal, and Finance teams to support the New Account setup process.
Coordinate with 3PL, supply chain, and sales to manage customer expectations and ensure order fulfillment requirements are met, updating system records as needed.
Maintain Customer Equipment records and facilitate upgrades when appropriate.
Support the Equipment Evaluation program and coordinate shipments, returns, or purchase conversions with Sales and Customers.
Process Credits, Debits, and Returned Goods Authorizations in a timely manner.
Facilitate trunk stock requests and conduct monthly trunk stock audits and reconciliation with sales. Generate monthly reports to leadership on reconciliation performance.
Ensure customer satisfaction by handling incoming/outbound calls and emails professionally, accurately, and with timely follow-ups.
Document customer interactions, recording details of inquiries, requests, or feedback per Standard Operating Procedures.
Maintain knowledge of and adhere to all processes, policies, and procedures.
Escalate issues as necessary for guidance from others.
Work with Customer Service Management to identify and document process improvements.
Perform other duties as assigned.