Job Description

Customer Support Specialist

Location: Northbrook, IL (On-site, Monday through Friday)

About the Company

This established medical equipment repair company has been serving healthcare providers.

If you’re looking to join a stable, mission-driven company where your work supports healthcare workers around the world, this could be a strong fit.

Position Overview

We are seeking a full-time Customer Support Specialist to join the team in our Northbrook, IL office. This fully on-site position, Monday through Friday, serves as a critical link between clients, the sales team, operations team, and repair facilities. You will handle day-to-day client communications, coordinate service requests, manage shipping logistics, and maintain accurate records across systems.

This role is ideal for someone who thrives in a detail-focused, fast-paced environment, has a strong phone presence, and enjoys proactively supporting clients and internal teams.

Key Responsibilities

Client Support & Communication

• Answer incoming calls and respond to client inquiries with professionalism and efficiency
• Make outbound follow-up calls to ensure client satisfaction and identify additional service opportunities
• Serve as the primary point of contact for clients and the sales team regarding order status, repairs, and shipping updates
• Provide exceptional service through clear written and verbal communication
• Maintain proactive communication with clients, vendors, and internal team members

Order Tracking, Shipping & Logistics

• Manage and process inbound service requests from customers and sales representatives
• Track incoming and outgoing equipment, repairs, and shipments, and create accurate shipping documentation
• Coordinate with clients and sales representatives on repair documentation and delivery requirements
• Receive, inspect, and organize incoming packages and equipment
• Ensure timely processing of daily shipments and returns

Systems Management & Data Integrity

• Maintain accurate and up-to-date records in CRM systems (HubSpot preferred) and QuickBooks
• Generate reports, track orders through all stages of the process, and ensure accurate data flow
• Maintain data accuracy across multiple platforms

Process Improvement & Collaboration

• Identify opportunities to streamline customer support and administrative workflows
• Organize and prioritize tasks for multiple stakeholders while maintaining strong team collaboration
• Support the development of scalable procedures as the company grows
• Jump in where needed to keep operations running smoothly

Qualifications

• Must be able to work on-site Monday through Friday in Northbrook, IL
• 3+ years of experience in customer service, account management, client success, sales administration, or related support roles
• Strong phone presence and client-facing communication skills
• Exceptional organizational skills with the ability to manage multiple priorities simultaneously
• High attention to detail and commitment to maintaining information accuracy
• Proficiency with Microsoft Office (Outlook and Excel), CRM systems (HubSpot experience preferred), and QuickBooks preferred
• Experience with shipping procedures and logistics coordination
• Friendly, proactive, and calm under pressure
• Comfortable wearing multiple hats and working independently while collaborating with the team
• Bachelor’s degree is a plus but not required
• Healthcare or medical device experience is a plus but not required

Work Environment & Compensation

This is a full-time, office-based position requiring on-site attendance Monday through Friday.

You will work in a supportive, small business environment where your contributions directly impact client satisfaction and the success of operations.

The salary for this role is up to $65,000 and may be negotiable based on experience. Benefits include health insurance and a 401(k) plan.

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