Warehouse & Customer Support Coordinator

Company & Job Overview

Diality is a medical device company focused on developing solutions to improve lives impacted by kidney disease. Diality offers the Moda-flx Hemodialysis System, a user-friendly, mobile, and connected hemodialysis system designed to maximize clinical flexibility and ease-of-use for both clinical and non-clinical users. The Moda-flx Hemodialysis system combines flow rate capabilities of conventional in-center dialysis devices with a fully integrated reverse osmosis (RO) water filtration system to provide a broad range of prescriptions and meet the needs of any professional dialysis care setting. The Warehouse and Customer Support Associate located in Vista, CA will report to the Director of Customer Operations and be responsible for ensuring the efficient and secure handling of our innovative hemo-dialysis system.

As a Warehouse and Customer Support Coordinator, you will be part of the team managing the inventory transactions of a warehouse including accepting inbound shipments, performing incoming acceptance/inspection procedures, performing inventory management activities, and the preparation and coordination of outbound shipments to our customers. You will provide exceptional customer support by answering incoming calls and emails for customer orders and shipping questions. You will also need to perform basic troubleshooting steps for the device and gather and document necessary information for the engineering teams to accurately diagnose issues, understand root causes and apply appropriate solutions.

Responsibilities

•Shipping and Receiving: Assist in the processing of incoming and outgoing shipments, including accurate documentation and coordination with carriers and couriers.

•Inventory Management: Maintain accurate inventory records, conduct regular stock counts and ensure the timely replenishment of stock levels.

•Quality Control: Assist with incoming and outgoing shipments for quality and compliance per company procedures.

•Complete necessary documentation related to inventory and quality records.

Compliance:

•Adhere to all safety protocols, including the proper handling and storage of medical devices and the use of personal protective equipment (PPE).

•Ensure all warehouse activities comply with company policies and relevant regulations, including those pertaining to medical device storage and transportation.

Form-0032-Job Description - Warehouse and Customer Support Coordinator, Rev: 3.24

Tier 1 Customer Support:

•Provide exceptional and timely tier 1 customer support to address customer inquiries, process orders, resolve issues, and assist customers with questions.

•Effectively manage inbound calls, emails, and other communication channels to ensure customer inquiries are addressed promptly and professionally.

•Maintain a basic understanding of our device, operations, and services to provide accurate and helpful information to customers.

•Internal Projects and Initiatives:

•As assigned by manager.

Required Skills & Abilities

•Knowledge of medical devices shipping and receiving, safety regulations and best practices in a warehouse setting is required.

•Ability to provide professional phone and written support to medical professionals.

•Experience with SaaS based software systems and CRMs and ERPs. NetSuite experience a plus.

•Strong interpersonal and communication skills, both written and verbal.

•Ability to manage multiple tasks simultaneously with an emphasis on prioritization

•Ability to work independently, solve problems, and make decisions.

•Strong organizational skills and attention to detail.

•Excellent communication and teamwork skills

•Ability to work in a fast-paced environment

Education & Experience

•High school diploma or work experience equivalent (Bachelor's degree in a related field is a plus).

•1 – 3 years prior experience in warehouse coordination or a similar role is required.

•Prior experience in a customer support role a plus

Travel

•No air travel necessary for this position

Physical Requirements The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Will require walking, primarily on a level surface for periods of time throughout the day. The employee will be required to stand, walk, climb or balance, stoop, kneel, crouch or crawl and talk or hear. Proper lifting techniques will be required to lift up to 75lbs.