Customer Care Specialist

Vantive is a vital organ therapy company on a mission to extend lives and expand possibilities for patients and care teams everywhere. For 70 years, our team has driven meaningful innovations in kidney care. As we build on our legacy, we are deepening our commitment to elevating the dialysis experience through digital solutions and advanced services, while looking beyond kidney care and investing in transforming vital organ therapies. Greater flexibility and efficiency in therapy administration for care teams, and longer, fuller lives for patients— that is what Vantive aspires to deliver. We believe Vantive will not only build our leadership in the kidney care space, it will also offer meaningful work to those who join us. At Vantive, you will become part of a community of people who are focused, courageous and don’t settle for the mediocre. Each of us is driven to help improve patients’ lives worldwide. Join us in advancing our mission to extend lives and expand possibilities. Your Role: 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 What you'll bring: 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 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 upon 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. #LI-BT1 US Benefits at Vantive This is where your well-being matters. Vantive offers comprehensive compensation and benefits packages for eligible roles. Our health and well-being benefits include medical, dental and vision coverage that start on day one, as well as insurance coverage for basic life, accident, short-term and long-term disability, and business travel accident insurance. Financial and retirement benefits include the Aon Pooled Employer Plan (“Aon PEP”), Vantive’s 401(k) retirement savings plan, to help you prepare for your future. The Aon PEP is designed to help improve retirement outcomes by providing retirement resources more efficiently. The plan offers a robust set of investment options, financial education, and a suite of resources to support your retirement goals. We also offer Flexible Spending Accounts, educational assistance programs, and 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 include commuting benefits, the Employee Discount Program, the Employee Assistance Program (EAP), and childcare benefits. Join us and enjoy the competitive compensation and benefits we offer to our employees. For additional information regarding Vantive’s US Benefits, please speak with your recruiter or visit our Benefits site: Benefits | Vantive Equal Employment Opportunity Vantive is an equal opportunity employer. Vantive evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability/handicap status or any other legally protected characteristic. Know Your Rights: Workplace Discrimination is Illegal Reasonable Accommodation Vantive is committed to working with and providing reasonable accommodations to individuals with disabilities globally. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application or interview process, please click on the link here and let us know the nature of your request along with your contact information. Form Link Recruitment Fraud Notice Vantive has discovered incidents of employment scams, where fraudulent parties pose as Vantive employees, recruiters, or other agents, and engage with online job seekers in an attempt to steal personal and/or financial information. To learn how you can protect yourself, review our Recruitment Fraud Notice .