Logistics & Customer Support Specialist

Company Description

Founded in 2012, MindMaze is a global leader in brain technology and digital neurotherapeutics solutions for brain health and recovery. Its mission is to accelerate the brain’s ability to recover, learn and adapt. The company has two core divisions – Healthcare and Labs – working collaboratively at the intersection of neuroscience, bio-sensing, engineering, mixed reality, and artificial intelligence. 

MindMaze Healthcare is advancing a universal platform for brain health with breakthrough solutions to some of the world’s most challenging problems in neurology, including stroke, Parkinson’s disease, and Alzheimer’s disease.

For more information, please visit www.mindmaze.com.

Job Description

MindMaze is seeking a Logistics and Customer Support Specialist to support our expanding commercial operations in the US.

You will play a vital role in the company's global supply chain and will be managing logistics activities and 

support from a small warehouse in the Raleigh area. You will be the only person in the warehouse and will be exposed to and involved in all aspects of the supply chain and customer support. You will work with various departments across different regions to ensure product availability within the supply chain. This position will report to the Supply Chain Manager based at the head office in Switzerland.

Responsibilities:

Logistics:

• Physically assemble and test products according to documented procedures, including updating computer imaging software.
• Create, track movement, and update asset information in Salesforce.
• Prepare shipments, including shipping documents and packaging goods based on work orders.
• Create pick-ups of devices from the customer and identify potential issues.
• Communicate the status of shipments and orders to the team in a timely manner.
• Receive goods into the warehouse, including receiving inspection and updating systems.
• Update and maintain the inventory management system (currently Excel-based).
• Create purchase requisitions to ensure stock levels are maintained.
• Receive, evaluate, and refurbish (both physically and software refresh) products leased by customers to be restocked as available inventory.

Customer Support:

• Communicate with home customers via email and phone to organize the installation & return of MindMaze equipment, including: scheduling UPS pickups, providing shipping labels and sending additional packaging equipment to customers when necessary.
• Coordinate with MindMaze Customer Care and Technical Support staff to ship products to institutions and individual customers in a timely manner.
• Assist in receiving requirements for, ordering, and shipping non-standard components in support of institutional customers’ (medical clinics, hospitals) needs for MindMaze products.

Qualifications

• Professional education with a degree in Supply Chain Management or related field preferred, as well as 2-5 years of shipping and logistics experience in a highly regulated industry.
• Demonstrated understanding of: supply chain, operations, business processes, and tools. 
• Experience in the medical device industry and exposure to ISO 13485 preferred.
• Demonstrated experience in customer care, and preferably experience in managing customer calls with elderly patients.
• Strong motivation and interest in learning and improving supply-chain systems and processes
• Exceptional attention to detail is vital to ensuring high levels of accuracy in the medical device field.
• A self-starter with strong problem-solving and analytical skills, able to work both independently and as part of a team.
• Strong and proactive communication skills (both formal and informal) to keep management informed of ongoing operations and aware of any potential issues.
• Ability to manage multiple projects simultaneously.

Salary Ranges: $65,000 - $78,250 (DOE) a year 

Please send us a motivation letter or an email to introduce yourself 

Additional Information

• Health Insurance 
• Paid time off
• Dental Insurance
• 401(k)
• Vision insurance
• Life insurance
• 401(k) matching
• Flexible spending account
• Health savings account

MindMaze provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws