Operations Support

Operations & Customer Support Associate

Reports To: Operations Coordinator
Location: Redlands, California (Onsite – Not a Remote Role)

Role Overview

The Operations & Customer Support Associate role assists with day-to-day operational, inventory, and customer service needs. This role plays a critical part in ensuring accurate inventory management, timely fulfillment, regulatory compliance, and smooth coordination between internal teams and field partners.

This is a hands-on role suited for someone who enjoys seeing work through to completion, supporting others thoughtfully, and applying practical problem-solving to keep operations running smoothly.

Key Responsibilities

• Prepare, ship, receive, and manage inventory, including trays and related materials, while maintaining organization and accuracy within the stockroom.
• Collaborate with cross-functional team members to ensure accurate inventory tracking and adherence to operational standards.
• Serve as a reliable point of contact for customer service requests related to products, orders, logistics, and service needs.
• Support daily operations including picking, packing, restocking, and coordinating fulfillment requests.
• Review billing invoices for accuracy and identify discrepancies for escalation when necessary.
• Track, organize, and maintain contracts, licenses, and renewal documentation for facilities, manufacturers, and distributor representatives.
• Manage weekly inventory processes, including inventory tracking, discrepancy logging, and compliance with FDA requirements and internal policies.
• Maintain digital filing systems by scanning and organizing case sheets and operational documentation.
• Complete reporting and data entry tasks, including purchase order entry and preparation of inventory and aging reports.
• Answer incoming phone calls and route inquiries appropriately.
• Process customer payments received by phone in accordance with company financial and security procedures.
• Provide operational support to leadership through ad hoc projects, research, and on-site operational coverage as needed.
  

Qualifications

• High school diploma or equivalent required; associate’s or bachelor’s degree in business, operations, or a related field preferred.
• 1–3 years of experience in operations, inventory management, customer service, or administrative support.
• Experience working in regulated or medical environments preferred but not required.
• Proficiency with Microsoft Word, Excel, and Outlook.
• Experience with data entry, reporting, and digital file management.
• Strong organizational skills, attention to detail, and ability to manage multiple priorities in a fast-paced environment.
• Ability to follow established processes while identifying opportunities for improvement.
• Strong communication skills and a collaborative, service-oriented mindset.

Core Competencies

Organization & Time Management: Maintains well-structured files, documentation, and inventory records while effectively prioritizing multiple responsibilities.

Attention to Detail: Ensures accuracy in inventory tracking, documentation, data entry, and order fulfillment.

Communication: Communicates clearly and professionally with internal teams, facilities, and external partners.

Reliability: Demonstrates punctuality, consistent attendance, and dependable follow-through.

Customer Service Mindset: Approaches requests and inquiries with patience, professionalism, and a solutions-oriented attitude.

Computer Proficiency: Comfortable using Microsoft Word, Excel, Outlook, and learning new internal systems.

Adaptability & Problem-Solving: Handles routine issues independently, adapts to shifting priorities, and escalates concerns appropriately.

Accountability: Takes ownership of responsibilities and ensures tasks are completed accurately and on time.

Physical Requirements & Schedule

• Responsibilities include physical handling and assembly of materials.
• Ability to lift and move inventory (approximately 25–50 lbs).
• Comfortable standing or walking for extended periods.
• Standard work schedule is Monday–Friday.
• Participation in an on-call rotation approximately once every 5–6 weeks, requiring scheduling flexibility.