Customer Service & Sales Support Specialist Medical Devices

CRAIG ALLEN GOBEL

Lancaster, Ohio *****

740-***-**** *********@*****.***

PROFESSIONAL SUMMARY

Dedicated customer service and sales support professional with more than 20 years of experience in the medical device industry. Extensive background supporting customers, sales teams, supply chain operations, and clinical departments. Skilled in Oracle OBI reporting, order management, backorder resolution, account support, and customer communications. Recognized for building strong customer relationships, solving complex issues, and providing accurate reporting that supports business decisions. CORE SKILLS

● Customer Service Excellence

● Sales Support & Order Management

● Medical Device Industry Knowledge

● Backorder & Allocation Management

● Supply Chain Coordination

● Account & Billing Support

● Oracle OBI Reporting

● Service Cloud & Chat Support

● Microsoft Excel, Word & Outlook

● SharePoint

● Product Usage Reporting

● Credit Hold Resolution

● Customer Relationship Management

● Cross-Functional Team Collaboration

PROFESSIONAL EXPERIENCE

Smiths Medical / ICU Medical

Customer Service & Sales Support Specialist 2002 – Present

● Provide customer support for hospitals, distributors, clinicians, and healthcare organizations regarding product availability, orders, pricing, billing, and technical inquiries.

● Generate and analyze customer usage reports, backorder reports, and supply-chain data utilizing Oracle OBI reporting tools.

● Partner with Supply Chain, Marketing, Sales, and MD Clinical teams to address allocation issues and maintain product availability.

● Support key customer accounts by resolving order discrepancies, credit holds, and inventory concerns.

● Communicate product updates, supply constraints, and substitute product options to customers and sales representatives.

● Utilize Service Cloud, chat platforms, and email communication to deliver timely customer support.

● Assist sales teams with account management, order tracking, and customer follow-up activities.

● Maintain a strong understanding of medical products, terminology, and industry practices to support customer needs.

Selected Accomplishments

● Supported customer operations through major organizational changes, including the ICU Medical acquisition of Smiths Medical.

● Consistently provided accurate reporting and product information to help customers manage inventory and purchasing decisions.

● Developed strong working relationships across Customer Service, Sales, Clinical, Marketing, and Supply Chain departments. TECHNICAL PROFICIENCIES

● Oracle OBI Reporting

● Service Cloud

● SharePoint

● Microsoft Excel

● Microsoft Word

● Microsoft Outlook

● Data Analysis & Reporting

EDUCATION

Tri-County Adult Career Center

2008

Logan Elm High School

1990

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