Customer Service Representative

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As a Customer Service Representative, you will be part of a global team that is changing the treatment of stroke and other vascular diseases with innovative products and new technologies.  You will provide front-line support for Sales Representatives and serve as an in-house resource for the entirety of our sales operation. You will have the opportunity to work on a variety of projects with colleagues at all levels, in an atmosphere of teamwork and open communication.

What You'll Work On

  • Manage, oversee and support our Travel Stock Program with Penumbra Staff, applying company policies and procedures to resolve a variety of transaction-related issues all while ensuring compliance with ERP, QMS and SOX
  • Review and analyze complex orders as they pertain to, but not limited to, Travel Stock Usage, Consignment, Evaluation, Lease, Loan, Discounts, Bulk Buy, Special Offers, etc. This includes, Contract/Letter review, coordination with multiple departments for appropriate review and/or approval, and back-up to CSA Order Processing
  • Generate and Process Returned Material Authorizations (RMAs) via RMA/Complaint Reporting and ERP systems
  • Review and manage all activities related to Customer Set-Up/Modification (i.e. Addresses, 3rd Party Freight, Sales Rep Alignment, Payment Terms, etc.) ensuring accurate financial transactions
  • Invoice Posting and Printing for Daily Sales
  • Call Maintenance for Metrics Purposes
  • Maintain excellent customer relations
  • Responds to customer requests related to order fulfillment and product inquiry, providing product description/overview or assistance in product selection as indicated
  • Works directly with other departments to build productive internal/external working relationships to effectively resolve customer-raised issues including those related to discrepancies in orders, returns and billings
  • What You Bring

  • Willingness to work on-site at our Salt Lake City Warehouse
  • Bachelor’s degree with 2+ years of customer service experience, or equivalent combination of education and experience  
  • Familiarity with processing orders through QAD, SAP, or similar ERP System
  • Strong oral and written communication skills required 
  • Keen attention to detail and the ability to manage multiple tasks and deadlines are also required
  • Ability to shift priorities and tasks as business needs necessitate
  • The ability to problem-solve complex or unexpected situations
  • Competence with Microsoft Office (Outlook, Word, Excel and Power Point)


  • Penumbra, Inc., headquartered in Alameda, California, is a global healthcare company focused on innovative therapies. Penumbra designs, develops, manufactures and markets novel products and has a broad portfolio that addresses challenging medical conditions in markets with significant unmet need. Penumbra sells its products to hospitals and healthcare providers primarily through its direct sales organization in the United States, most of Europe, Canada and Australia, and through distributors in select international markets. The Penumbra logo is a trademark of Penumbra, Inc. 

    What We Offer:
    • A collaborative teamwork environment where learning is constant and performance is rewarded
    • The opportunity to be part of the team that is revolutionizing the treatment of some of the world's most devastating diseases
    • A generous benefits package that includes medical, dental, vision, and life insurance; a 401(k) match; and an Employee Stock Purchase Plan
     
    Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, age, disability, military or veteran status, or any other characteristic protected by federal, state, or local laws.
     
    PENUMBRA, INC.
    Affirmative Action and Equal Employment Opportunity Policy Statement
    As of October 14, 2022
    Penumbra, Inc. has been and will continue to be an equal opportunity employer. Employee diversity has been and will continue to be pivotal to our Company's success. Penumbra recognizes that diversity and inclusion in the workplace enhance employee engagement and stimulate innovation. To assure full implementation of this equal employment policy, we will take steps to assure that:
    a)Persons are recruited, hired, assigned and promoted without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations.

    b)All other personnel actions, such as compensation, benefits, transfers, layoffs and recall from layoffs, access to training and education are administered without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations.

    c)Employees and applicants shall not be subjected to harassment, intimidation, threats, coercion or discrimination because they have: (1) filed a complaint; (2) assisted or participated in an investigation, compliance review, hearing or any other activity related to the administration of any federal, state or local law requiring equal employment opportunity; (3) opposed any act or practice made unlawful by any federal, state or local law requiring equal opportunity or (4) exercised any other right protected by federal, state or local law requiring equal opportunity.

    I have appointed Sharon Hughes to take on the responsibilities of EEO Coordinator. The EEO Coordinator and those designated will be responsible for the day-to-day implementation and monitoring of the Company's Affirmative Action Plan. As part of that responsibility, the EEO Coordinator will periodically analyze the Company's personnel actions and their effects to ensure compliance with our equal employment policy and administer the audit and reporting system.

    If you, as one of our employees or as an applicant for employment, have any questions about this policy or would like to view portions of the Affirmative Action Plan, please contact Ines Kramer during regular business hours. This is also a reminder that employees may update their disability status at any time by completing the voluntary self- identification of disability form on UKG Pro (found in the Private Info tab).

    I have reviewed and fully endorse our Affirmative Action and Equal Employment Opportunity program. Thank you for your continued assistance and support of our shared objective of equal employment opportunity for all.

    Adam Elsesser
    Chief Executive Officer

    If you reside in the State of California, please also refer to Penumbra’s Privacy Notice for California Residents.