Customer Service Advocate
Medical Murray
Summary
Be the voice of the customer—and the bridge to production. We are seeking a Customer Service Advocate who thrives in a fast-paced, customer-focused environment and enjoys collaborating with operations to deliver on commitments. In this role, you’ll support sales order entry and customer communications while helping ensure customer requirements for quality, accuracy, and on-time delivery are met. You’ll play a critical role in building strong customer relationships, managing orders in the ERP system, and partnering with internal teams to turn customer needs into successful production outcomes.
Job description
Overview
Be the voice of the customer—and the bridge to production. We are seeking a Customer Service Advocate who thrives in a fast-paced, customer-focused environment and enjoys collaborating with operations to deliver on commitments. In this role, you’ll support sales order entry and customer communications while helping ensure customer requirements for quality, accuracy, and on-time delivery are met. You’ll play a critical role in building strong customer relationships, managing orders in the ERP system, and partnering with internal teams to turn customer needs into successful production outcomes.
What You’ll Do
- Support and comply with the Quality Management System, including all applicable SOPs within the Training Matrix.
- Serve as a primary point of contact for customers via phone, email, and in person.
- Respond promptly, professionally, and accurately to customer inquiries and requests.
- Identify and assess customer needs to deliver timely, effective solutions and ensure satisfaction.
- Build and maintain strong, trusted relationships with customer accounts through open and proactive communication.
- Process customer orders and requests accurately in the ERP system in accordance with established procedures.
- Ensure Customer Requirement Reviews are completed and provide formal order acknowledgments to customers.
- Coordinate with operations and production teams to obtain accurate delivery dates and communicate them to customers.
- Release work orders to production in support of internal and external customer orders.
- Handle customer complaints or dissatisfaction with professionalism; resolve issues or escalate appropriately and follow through to closure.
- Maintain detailed and accurate records of customer interactions, transactions, and documentation.
- Answer incoming calls and route inquiries as needed to meet internal and external expectations.
- Support other administrative or customer-related activities as required.
What You’ll Bring
- 1–2 years of experience in a customer-facing role, preferably in a business-to-business or manufacturing environment.
- High School Diploma or equivalent required.
- Experience with ERP systems for order entry; experience creating or maintaining BOMs is a plus.
- Proficiency in Microsoft Office Suite.
- Strong listening skills with the ability to understand and clarify customer needs.
- High attention to detail and accuracy in all work performed.
- Strong analytical and problem-solving skills with a flexible, adaptable working style.
- Excellent written, verbal, and interpersonal communication skills with a positive, “can-do” attitude.
- Reliable, punctual, and committed to delivering high-quality work.
- Ability to manage multiple tasks and priorities on a daily, weekly, or monthly basis.
Requirements
- 1–2 years of experience in a customer-facing role, preferably in a business-to-business or manufacturing environment
- High School Diploma or equivalent required
- Experience with ERP systems for order entry
- Experience creating or maintaining BOMs is a plus
- Proficiency in Microsoft Office Suite
- Strong listening skills with the ability to understand and clarify customer needs
- High attention to detail and accuracy in all work performed
- Strong analytical and problem-solving skills with a flexible, adaptable working style
- Excellent written, verbal, and interpersonal communication skills with a positive, “can-do” attitude
- Reliable, punctual, and committed to delivering high-quality work
- Ability to manage multiple tasks and priorities on a daily, weekly, or monthly basis
Benefits
- Medical, Dental & Vision
- Life Insurance
- Short & Long-Term Disability
- HSA-Eligible Plans
- 401(k) Safe Harbor
- 18 Days PTO
- TeleDoc Access
- Identity Protection
- Tuition Reimbursement
- Volunteering Time Off
Company overview
Medical Murray is a privately-owned contract development and manufacturing organization (CDMO) specializing in the design, development, and production of complex medical devices for minimally invasive procedures. Founded in 1996 and headquartered in North Barrington, Illinois, the company has established itself as a leading provider of innovative catheter systems, permanent implants, and bioabsorbable devices for vascular, urology, and surgical applications. With ISO 13485:2016 certification and FDA-registered facilities across multiple locations in Illinois and North Carolina, Medical Murray offers comprehensive services ranging from initial concept development and prototyping to full-scale manufacturing, assembly, packaging, and sterilization. The company's expertise includes complex catheter systems, delivery systems, steerable devices, balloon catheters, covered stents, and advanced material technologies including nitinol, ePTFE, and bioabsorbable polymers. Serving clients from startups to large OEMs, Medical Murray operates Class 7 certified cleanrooms and maintains an ISO/IEC 17025:2017 accredited testing laboratory for rigorous device validation. The company's collaborative approach and technical proficiency have made it a trusted partner in bringing innovative medical devices to market across cardiovascular, neurovascular, orthopedic, gastroenterology, and urology markets.