[Hiring] Customer Care Specialist @Vantive

Role Description

This position is responsible for managing all aspects of order-fulfillment processes for Renal Medical Products through inbound calls (toll-free) and non-phone channels (fax, email, etc.). The Customer Specialist provides superior service to external customers and internal Vantive team members, handling exceptions, general inquiries, correspondence, and documenting service failures. This role balances service quality and cost while meeting or exceeding key performance indicators, collaborating with Product Information, Distribution Centers, Planning & Deployment, Credit & Collections, Customer Master, Sales Representatives, and other departments.

What you'll be doing:

• Accurately process and place new orders, back-orders, shipping adjustments, returns, and account setups
• Manage customer inquiries and exceptions, confirming resolution and next steps on every call
• Document and escalate service failures or process gaps that impact customers and the organization
• Maintain records, prepare required reports, and support new account setups
• Collaborate cross-functionally to resolve discrepancies and drive continuous improvement
• Meet or exceed KPIs: on-time order rate, call-handle quality, first-contact resolution, and cost per order

Qualifications

• High School diploma
• 2+ years in customer service or order management, preferably in medical/device sectors
• Strong verbal and written communication, with active-listening and problem-solving skills
• Proficiency with CRM/order-entry systems and Microsoft Office
• Demonstrated ability to own complex issues and collaborate across functions
• Alignment with Vantive’s mission: “Extending Lives, Expanding Possibilities” through everyday leadership
• Ability to work remotely free from distractions with shifts between the hours of 7:00 AM and 6:00 PM CST
• Must have high speed wired internet connection

Vantive Values & Behaviors

• Empathy & Urgency: Anticipate customer needs, listen actively, and respond with care and speed
• Ownership: Take end-to-end accountability—use language that reflects “I own this outcome,” not “that’s not my job”
• Execution & Consistency: Balance service excellence with cost efficiency; drive reliable, repeatable fulfillment every day
• Collaboration: Proactively partner with internal teams—share context, surface issues early, and co-create solutions
• Transparency: Communicate order status clearly, document failures, and reset expectations without delay

Requirements

We understand compensation is an important factor as you consider the next step in your career. At Vantive, we are committed to equitable pay for all employees, and we strive to be more transparent with our pay practices. The estimated base salary for this position is $44,000 to $60,000 annually. The estimated range is meant to reflect an anticipated salary range for the position. We may pay more or less than of the anticipated range based upon market data and other factors, all of which are subject to change. Individual pay is based on location, skills and expertise, experience, and other relevant factors. This position may also be eligible for discretionary bonuses. For questions about this, our pay philosophy, and available benefits, please speak to the recruiter if you decide to apply and are selected for an interview.

Benefits

• Comprehensive compensation and benefits packages for eligible roles
• Health and well-being benefits including medical, dental and vision coverage starting on day one
• Insurance coverage for basic life, accident, short-term and long-term disability, and business travel accident insurance
• Financial and retirement benefits including the Aon Pooled Employer Plan (“Aon PEP”) and Vantive’s 401(k) retirement savings plan
• Flexible Spending Accounts and educational assistance programs
• Time-off benefits such as paid holidays, paid time off ranging from 20 to 35 days based on length of service, family and medical leaves of absence, and paid parental leave
• Additional benefits including commuting benefits, the Employee Discount Program, the Employee Assistance Program (EAP), and childcare benefits