Customer Service Representative

About The Company SI-BONE is a fast-growing, publicly traded medical device company and a pioneer in minimally invasive sacropelvic solutions. Headquartered in San Jose, CA, with remote opportunities available across the U.S., SI-BONE is dedicated to improving the lives of patients suffering from sacroiliac (SI) joint conditions—an area that has historically been under-served, under-diagnosed, and under-treated within orthopedics. Our flagship product, the iFuse Implant System®, is an innovative, patented device designed to fuse the SI joint through a less invasive surgical alternative. Having been used in over 90,000 procedures, the iFuse Implant System® exemplifies our commitment to innovation, evidence-based practice, education, and advocacy to ensure sacropelvic conditions are universally recognized and effectively treated. At SI-BONE, we foster a fast-paced, creative, and collaborative environment where team players work together to achieve our mission of helping patients rise up and reach for the stars.

About The Role The Customer Service Representative will play a critical role in supporting SI-BONE’s sales and field operations teams by managing order processing activities and maintaining accurate data within QAD ERP and Salesforce CRM systems. This position ensures timely and accurate delivery of products in alignment with surgery schedules and acts as a single point of contact for field operations requests. The role demands strong relationship-building skills, the ability to prioritize multiple tasks efficiently, and a commitment to compliance with all applicable regulatory requirements and company policies. The successful candidate will be a proactive team player who can work independently, manage competing priorities, and contribute to maintaining SI-BONE’s high standards of quality and customer satisfaction.

Qualifications

• High school diploma with some college-level coursework completed
• Minimum of 3 years of relevant experience, preferably in the medical device industry
• Experience with QAD ERP and Salesforce CRM systems
• Proficiency in Microsoft Excel
• Strong multitasking abilities in a fast-paced environment
• Excellent oral and written communication skills
• Strong personnel management and time management skills
• Ability to work independently with minimal supervision and take initiative to meet deadlines
• Ability to interpret and apply company policies and procedures appropriately
• APICS certification is a plus

Responsibilities

• Manage all order processing activities in line with sales priorities and communicate order status effectively
• Update and maintain customer data within QAD ERP and Salesforce CRM systems
• Serve as a “one-stop shop” for field operations requests and provide timely responses
• Ensure deliveries are scheduled and executed according to surgical timelines
• Build and maintain strong relationships with sales teams and other internal departments
• Support the SI-BONE Quality System and comply with all applicable worldwide regulatory requirements
• Resolve scheduling and shipping issues promptly to ensure proper order fulfillment
• Evaluate and anticipate sales force fulfillment needs and operate independently to meet those needs
• Maintain direct communication with sales teams throughout the surgery transaction process
• Assist other business areas as needed to support overall organizational goals

Benefits

• Competitive hourly wage ranging from $25 to $27, commensurate with experience and location
• Opportunity to earn supplemental pay including bonuses and stock options
• Work in a mission-driven company dedicated to improving patient outcomes
• Remote work flexibility within the United States
• Engagement with a collaborative and innovative team environment

Equal Opportunity

SI-BONE is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All employment decisions at SI-BONE are based on business needs, job requirements, and individual qualifications without regard to race, color, religion, gender, sexual orientation, gender identity or expression, age, national origin, marital status, citizenship, disability, veteran status, or any other protected status in accordance with applicable federal, state, and local laws.