About the Position Titmus is a small medical equipment manufacturer seeking a dependable, organized, and customer-focused Customer Service & Operations Specialist to help manage day-to-day customer needs and business operations. This hands-on role combines customer service, accounts receivable, order fulfillment, service coordination, and technical troubleshooting for Titmus products. You will help customers place and receive orders, answer product questions, coordinate repairs, follow up on payments, and work through equipment issues. We are looking for someone who takes ownership, follows through, and is comfortable handling a variety of responsibilities in a small company. The right person enjoys helping customers, is willing to learn how our products work, and uses good judgment to support customer relationships and company profitability. Experience in medical equipment, manufacturing, or distribution is helpful but not required. NetSuite experience is a plus, but not required. Responsibilities Customer Service & Order Management Respond to customer and distributor inquiries by phone and email in a professional and timely manner Assist with product information, pricing, availability, quotes, order status, and general questions Enter and process orders accurately, confirming customer details, product selections, pricing, and shipping information Follow up on quotes, open orders, and customer requests Handle returns, warranty inquiries, replacements, and customer concerns Recognize opportunities to recommend appropriate replacement products, accessories, or additional products based on customer needs Maintain accurate customer records and document communications and follow-up actions Accounts Receivable Prepare and send customer invoices and account statements Monitor outstanding balances and follow up with customers on overdue payments Record and apply payments accurately in company systems Research billing discrepancies and coordinate resolution of payment or account issues Work with management on past-due accounts, credit holds, and other collection concerns Communicate payment expectations professionally while maintaining positive customer relationships Order Fulfillment & Warehouse Shipping Pick, pack, and ship Titmus products, accessories, and replacement parts from our warehouse Verify items and quantities against customer orders before shipment Package equipment securely to protect it during transit Create shipping labels, packing slips, and other required shipping documents Arrange carrier pickups and prepare outgoing shipments Record shipments and tracking information in company systems Keep customers informed of shipping status and help resolve delivery issues Receive and check incoming returns and equipment sent in for service, routing items to the appropriate team Keep shipping supplies stocked and the warehouse and packing areas organized Assist with inventory counts and report stock discrepancies or shortages Coordinate with manufacturing and service personnel to ensure completed products and repaired equipment are ready for shipment Service & Repair Coordination Serve as a primary contact for customers needing service or repairs Gather equipment information, reported symptoms, and other details needed to initiate service Coordinate return authorizations, incoming repairs, and service records Prepare and communicate repair estimates based on technician evaluations and established pricing Follow up on repair approvals and keep customers informed of status and expected turnaround times Coordinate with service personnel to move repairs from receipt through completion, billing, and return shipment Maintain clear records of service requests, approvals, and customer communications Technical Troubleshooting Learn how Titmus products operate and assist customers with setup, use, and basic troubleshooting Ask clear questions to understand equipment issues and guide customers through approved troubleshooting steps Help determine when an issue can be resolved remotely or requires evaluation by service personnel Escalate complex or unresolved issues with complete and accurate information Document reported problems, troubleshooting performed, and outcomes Identify recurring product questions or issues that may help improve instructions, support materials, or service processes Administrative & Team Support Maintain accurate order, billing, shipping, and service information in company systems Assist with customer documentation requests and routine recordkeeping Help organize product, quality, and regulatory documentation as needed Coordinate with sales, manufacturing, shipping, service, and management Identify opportunities to improve accuracy, follow-through, and efficiency Support special projects and other day-to-day business needs Qualifications Previous experience in customer service, order management, accounts receivable, service coordination, or a similar role Strong written and verbal communication skills Comfortable assisting customers by phone and email, including discussing overdue balances and resolving concerns Strong organizational skills and attention to detail, especially when handling orders, invoices, payments, and service records Ability to manage competing priorities and follow tasks through to completion A practical approach to problem-solving and a willingness to learn technical products Comfortable guiding customers through step-by-step instructions Good judgment when balancing customer needs, company policies, and business costs Ability to work independently and collaborate with a small team Proficiency with Microsoft Outlook, Word, and Excel Ability to learn business software and maintain accurate electronic records Helpful, but not required: Experience with NetSuite or a similar business management system Experience with medical equipment, manufacturing, or distribution Experience with invoicing, collections, shipping, or inventory systems Experience providing technical support or coordinating equipment repairs Familiarity with quality or regulatory documentation Ideal Candidate You enjoy helping people and making sure the details are handled. You can move from answering a product question to following up on an unpaid invoice, coordinating a shipment, or helping a customer troubleshoot equipment without losing track of your commitments. You take responsibility for resolving issues, communicate clearly, and know when to involve others. You are comfortable learning new products and processes, asking questions, and contributing wherever the team needs support.

Pay:

$20.00 - $25.00 per hour Expected hours: 40.0 per week

Benefits:

401(k) Health insurance Paid time off

Work Location:

In person