Customer Service Specialist, West Coast

Calyxo, Inc. is a medical device company headquartered in Pleasanton, California, USA. The company was founded in 2016 to address the profound need for improved kidney stone treatment. Kidney stone disease is a common, painful condition that consumes vast amounts of healthcare resources each year. Our team is led by executives and investors with a proven track record of commercializing paradigm-shifting devices to meet unmet needs within urology.

Are you ready to change the future of kidney stone treatment? We are seeking high achievers who want to be part of a dynamic team working in a fun, diverse atmosphere.

Summary :

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. By managing order workflows, resolving service issues, and supporting related processes such as account setup and equipment tracking, this position plays a critical role in driving operational efficiency and supporting overall business success.

In This Role, You Will :

• Responsible for customer order fulfillment, open order management, service issues and resolution, while acting as primary liaison between customers, sales and cross functional departments. Generate weekly report for sales on open billable orders.
• Review and maintain open orders to quickly resolve delivery blocks, billing blocks, and incomplete order status. Provide accurate documentation of all delays and changes made to an order.
• Collaborate with Customer, Sales, Legal and Finance to support the New Account setup process
• Work with 3PL, supply chain, sales as needed to manage customer expectations and ensure order fulfillment requirements are met and system records are updated.
• Maintain Customer Equipment records and facilitate the upgrade process when appropriate .
• Support Equipment Evaluation program and coordinate the shipment, return or purchase conversion with Sales and Customers.
• Investigate and 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 answering incoming / outbound calls and emails in a f riendly, engaged and enthusiastic manner.
• Review and respond to all emails with professionalism, accurate information and timely follow up.
• Document customer interactions by recording details of any inquiries, requests or feedback per Standard Operation Procedures.
• Maintains knowledge of and adheres to all processes, policies and procedures.
• Escalates issues as necessary for guidance from others.
• Work with Customer Service Management in identifying and documenting areas of process changes and / or improvements.
• Other duties as assigned.

Who You Will Report To :

Requirements :

What W e O ffer :

At Calyxo, you will be part of a knowledgeable, high-achieving, experienced and fun team . You will work in a diverse work environment with experienced, proven leaders and have an opportunity to shape our company culture . You will experience constant learning and dynamic challenges to help you grow and be the best version of yourself .

We also offer an attractive compensation package, which includes :

Calyxo is deeply committed to fostering an environment where diversity and inclusion are not only valued but also prioritized. We believe a diverse and inclusive community empowers us to act courageously, care deeply, and dream boldly to impact people in big ways. Diverse viewpoints bring diverse capabilities, which strengthen our focus and fuel our growth.

Calyxo is proud to be an equal opportunity employer, seeking to create a welcoming and diverse environment. All applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status or any other applicable legally protected characteristics

Legal authorization to work in the United States is required. In compliance with federal law, all persons hired will be required to verify their identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.

Disclaimer :

At Calyxo, we prioritize a transparent and structured interview process to ensure the best fit for both our candidates and our team. Please be aware of the following :

We appreciate your interest in joining Calyxo and look forward to getting to know you through our official channels.