Customer Service Operations Specialist

About Q’Apel:

At Q’Apel, we are passionate about revolutionizing neurovascular access. In the simplest sense, we’re a company that creates solutions. We design novel access device technology for vascular interventions and unmet clinical needs. Because in the precious seconds that surround a stroke emergency, clinicians need technology that delivers. That’s where Q’Apel comes in. Successful Q’Apel team members step up to the plate and work together to achieve our goals every single day. We are a fast paced, high growth company with a startup philosophy which requires an all-hands-on-deck attitude, taking on all changes with excitement and a great attitude.

Who We Want:

We are seeking an experienced, highly organized, and detail-oriented Customer Service Operations Specialist to add depth and stability to our Customer Service team. This role handles everything from day-to-day order entry to complex, time-consuming, domestic and international import/export procedures, including export documentation, distributor shipments, and 3PL (thirdparty logistics) transactions.

The ideal candidate is a self-driven professional who thrives in a fast-paced environment, adapts easily to evolving processes, and takes initiative without waiting to be asked. They can see the big picture, translate company-wide needs into department-level tasks, and recommend improvements. They communicate effectively with headquarters staff, the sales team, customer support, production, quality, and finance to support order fulfillment, billing, inventory reconciliation,

and complaint resolution.

What You’ll Work On:

Order Entry & Processing:

• Perform accurate, timely order entry for domestic and international customers in NetSuite and Salesforce.

• Handle routine daily tasks alongside complex, detailed, and time-consuming procedures with the same level of care.

• Process international import and export orders, following all required steps and documentation.

Export & International Logistics:

• Prepare and manage export documentation to ensure compliance with international regulations.

• Coordinate distributor shipments and ensure timely delivery of international orders.

• Oversee 3PL shipment transactions and maintain accurate records of inventory movements.

Customer Support & Communication:

• Serve as a main point of contact for international customers, providing exceptional service, professional phone etiquette, and consistent follow-up.

• Communicate clearly with internal headquarters staff and with external sales and customer support teams.

• Collaborate with the sales team to address us customer and distributor inquiries and resolve shipment issues.

• Work with production to ensure stock fulfillment and communicate any delays to customers.

Operations & Inventory Management:

• Partner with the quality team to handle product complaints, returns, and replacements.

• Assist finance with billing transactions and ensure 3PL inventory reconciliation is accurate.

• Maintain records and provide reports on order fulfillment, backorders, and stock availability.

Process Improvement & Team Leadership:

• Take initiative to start and complete projects without waiting for direction.

• Review processes with a big-picture view and recommend enhancements or improvements.

• Break down company-wide needs into clear department-level requests and tasks.

• Support training and development when new systems, tools, or procedures are introduced.

• Adapt quickly to evolving processes and procedures and help teammates do the same.

What You Bring:

• Experience: 4+ years in customer service, order entry, logistics, or export documentation, including some international import/export order processing. Experience in handling complex, detailed procedures is required.

• Education: Bachelor’s degree in Business, Supply Chain, International Trade, or a related field preferred.

• Technical Skills: Hands-on experience with NetSuite and/or Salesforce (or similar ERP/CRM software). Medium to high proficiency in Excel, plus Microsoft Office (Word, Outlook), Adobe, various shipping portals, and familiarity with 3PL processes.

• Systems Training: Some experience training others on, or helping roll out, new systems or processes.

• Communication: Strong verbal and written communication skills and good phone etiquette.

Able to work with international clients, headquarters staff, sales, customer support, cross departmental teams, and various levels of leadership.

• Detail-Oriented & Organized: Able to manage multiple tasks, ensure document accuracy, plan proactively, and stay on top of timelines in a fast-paced environment.

• Adaptable & Focused: Comfortable with evolving and changing processes and procedures; able to stay focused and get objectives done.

• Self-Driven Leader: Takes ownership and initiative, does not wait to be told to start or finish a project, and sees the big picture.

• Team Player: Flexible, supportive, and collaborative attitude in a team environment.

• Problem-Solving: Proactive approach to resolving order issues, customer concerns, and logistics challenges.

Our compensation ranges are calculated by role and level. Your position within that range will be determined by your job-related knowledge, skills, experience, relevant education, and training/certifications. After you join the company your performance, contributions, and results along with business and organizational needs will affect your compensation. The base salary range for this full-time, exempt position is between $75,000 - $85,000.

This document contains confidential, proprietary information of Q’Apel Medical, Inc. It may not be copied or reproduced without prior written permission from Q’Apel Medical, Inc.