Customer Success Representative

Summary:The Customer Success Representative role is a critical role within our Commercial Operations team and is responsible for ensuring that our customers have a best-in-class experience when working with us.  It is the nexus of communication between our customers and those within the organization. This role involves making daily judgement calls and the use of discretion when working with customers, Field Sales, Marketing, Operations, and Supply Chain.

Essential Duties: 

In this position, you will be responsible for the following:

  • Meeting the needs of our customers by researching, problem solving and generating information
  • Setting up new customers, assigning customer numbers, obtaining all pertinent account information for shipment and billing
  • Supporting customers with discrepancies regarding shipments or billings
  • Supporting customer contracts and pricing agreements
  • Collaborating directly with customers to confirm orders and respond to inquires
  • Processing sales orders, billing orders, and trunk stock requests
  • Proactively working with sales reps to resolve sales order discrepancies and purchase order issues to ensure invoices are accurate
  • Coordinating RMA process with customers
  • Coordinating quarterly trunk stock and finished goods physical inventory audits
  • Maintaining Financial and Regulatory compliance

Experience, Knowledge and Skills Required:

  • Bachelor’s Degree preferred
  • Minimum of 2 years Customer Service Experience
  • Solid computer skills, including Excel, Word, and Outlook
  • Strong analytical skills coupled with exceptional attention to detail
  • Must have excellent verbal and written communications skills
  • Excellent research and problem-solving skills
  • Demonstrated ability to learn and become an expert
  • Knowledge of is a plus
  • Knowledge of IQMS ERP software a plus
  • Previous experience in the Medical Device Industry is a plus

Interested candidates should submit their resume to Please list the region and position you are applying for in the subject line of the email.

Join us!

  • AP140.A
    ©2018 Silk Road Medical

  • 735 North Pastoria Avenue,
    Sunnyvale, CA 94085

    phone: 855.410.TCAR (8227)
    local phone: 408.720.9002
    fax: 408.720.9013