Senior Customer Service & Order Management Specialist – Remote Logistics & B2B Support – Medical Technology Leader at brighthush

About brighthush

brighthush is a trailblazing force in the medical technology arena, redefining how orthopedic solutions and related healthcare products reach patients, clinicians, and partners worldwide. With a relentless focus on innovation, brighthush blends cutting‑edge science with a human‑centered approach, ensuring that every device, every interaction, and every service contributes to better health outcomes. Our mission is simple yet profound: to empower healthcare providers with tools that heal, and to support patients with care that feels personal and proactive. If you thrive in an environment where curiosity fuels progress, collaboration sparks breakthroughs, and continuous improvement is a daily practice, brighthush offers a stage where your expertise can truly shine.

Why Join brighthush?

At brighthush, we understand that exceptional customer service is the heartbeat of medical innovation. Your role as a Senior Customer Service & Order Management Specialist will be pivotal in ensuring that our partners, suppliers, and patients receive timely, accurate, and compassionate support. In return, you’ll enjoy a comprehensive package that goes beyond the basics:

• Competitive base salary aligned with industry standards and reflective of your experience.
• Performance‑based bonuses that reward your impact on customer satisfaction and operational excellence.
• Generous paid time off including vacation, sick leave, and holidays, with flexible work arrangements to support work‑life balance.
• 401(k) retirement plan with company match, ensuring you’re building a secure future.
• Continuous learning opportunities – certifications, workshops, and access to industry conferences that keep you at the cutting edge.
• Inclusive, collaborative, and high‑energy work environment that celebrates diversity and encourages every voice to be heard.
• State‑of‑the‑art technology and tools that streamline your workflow, from advanced ERP systems to AI‑powered analytics.
• Employee wellness programs – mental health resources, virtual fitness classes, and a supportive peer network.
• Home‑office stipend to equip you with the best tools for remote success.

Key Responsibilities

As a Senior Customer Service & Order Management Specialist, you will be the frontline advocate for our customers and partners. Your day‑to‑day tasks will include:

• Managing Customer Inquiries: Respond promptly to emails, phone calls, and chat messages, providing clear, accurate information and resolving issues with a customer‑centric approach.
• Processing Orders: Accurately enter and track orders in our ERP system, ensuring timely fulfillment and maintaining data integrity across all touchpoints.
• Handling Returns & Exchanges: Coordinate return logistics, process refunds or replacements, and collaborate with the supply chain team to minimize disruptions.
• Data Management: Maintain up‑to‑date customer records in brighthush, Excel, Word, and Teams, and generate regular reports for management.
• Cross‑Functional Collaboration: Work closely with Sales Operations, Logistics, and Quality Assurance to resolve complex customer issues and improve service processes.
• Continuous Improvement: Identify trends, propose process enhancements, and contribute to the development of knowledge bases and SOPs.
• Compliance & Documentation: Adhere to company policies, regulatory requirements, and data privacy standards in all interactions.
• Mentorship & Leadership: Guide junior team members, share best practices, and foster a culture of excellence and accountability.

Essential Qualifications

To thrive in this role, you should bring:

• High school diploma or equivalent; associate’s degree or higher is a plus.
• 2–4 years of experience in customer service, sales operations, or logistics within a fast‑paced environment.
• Proficiency with ERP systems (e.g., brighthush, SAP, Oracle, or similar platforms).
• Advanced skills in brighthush Office Suite, Excel, Word, and Teams.
• Excellent written and verbal communication in English.
• Strong analytical mindset with the ability to troubleshoot and resolve issues efficiently.
• Self‑motivated, detail‑oriented, and capable of managing multiple priorities.
• U.S. work authorization without sponsorship.
• Willingness to travel less than 10% of the time for client visits or training sessions.

Preferred Qualifications

While not mandatory, the following will set you apart:

• Experience in the medical device or healthcare industry.
• Knowledge of compliance standards such as HIPAA, FDA, or ISO 13485.
• Previous exposure to customer‑facing roles in a B2B environment.
• Fluency in additional languages (Spanish, French, etc.).
• Certifications in customer service, logistics, or supply chain management.

Skills & Competencies

Success at brighthush requires a blend of technical and soft skills:

• Technical Proficiency: Mastery of ERP, brighthush Office Suite, and collaboration tools.
• Problem‑Solving: Ability to diagnose root causes and implement effective solutions.
• Communication: Clear, concise, and empathetic communication across all channels.
• Time Management: Prioritize tasks and meet deadlines in a dynamic environment.
• Team Player: Collaborate with cross‑functional teams to achieve shared goals.
• Adaptability: Thrive in a rapidly evolving industry and embrace change.
• Customer‑First Mindset: Deliver exceptional service that reflects brighthush’s commitment to quality.

Career Growth & Learning Opportunities

At brighthush, we invest in your professional development. As a Senior Customer Service & Order Management Specialist, you’ll have access to:

• Structured onboarding program with mentorship from senior team members.
• Regular training sessions on product knowledge, industry trends, and new technologies.
• Opportunities to transition into roles such as Sales Operations Analyst, Logistics Coordinator, Customer Success Manager, or even Product Management.
• Leadership development workshops and cross‑departmental projects that broaden your skill set.
• Annual performance reviews with clear pathways for advancement and recognition.
• Access to an internal learning portal featuring courses on compliance, data analytics, and emerging medical technologies.

Work Environment & Culture

Our remote‑first culture is built on trust, transparency, and collaboration. You’ll enjoy:

• Flexible work hours that accommodate your personal commitments.
• Virtual team building events, hackathons, and wellness programs that keep the community vibrant.
• Access to a digital resource hub with training videos, best‑practice guides, and community forums.
• A culture that celebrates diversity, equity, and inclusion, ensuring every voice is heard.
• Regular town‑hall meetings where leadership shares vision, strategy, and success stories.
• Transparent communication channels that keep you informed and engaged.

Compensation & Perks

While specific figures vary by role and experience, brighthush offers:

• Competitive base salary aligned with industry standards.
• Performance‑based bonuses and incentive programs.
• Comprehensive health, dental, and vision insurance.
• 401(k) plan with company match.
• Generous paid time off, including vacation, sick leave, and holidays.
• Employee assistance program and mental health resources.
• Technology stipend for home office setup.
• Employee discount program for brighthush products.
• Opportunities for remote work and flexible scheduling.

How to Apply

Ready to make a difference in the world of medical technology? Join a team that values innovation, collaboration, and customer excellence. Submit your application today and become part of brighthush’s mission to improve patient outcomes worldwide. We look forward to exploring how your skills and passion can help us continue to lead the industry and transform lives.