International Operations Specialist

GROW WITH US:
Tandem Diabetes Care creates new possibilities for people living with diabetes, their loved ones, and their healthcare providers through a positively different experience. We'd love for you to team up with us to "innovate every day," put "people first," and take the "no-shortcuts" approach that has propelled us to become a leader in the diabetes technology industry.

STAY AWESOME:
Tandem Diabetes Care is proud to manufacture and sell the Tandem Mobi system and t:slim X2 insulin pump with Control-IQ+ technology - an advanced predictive algorithm that automates insulin delivery. But we're so much more than that. Our company's human-centered approach to design, development, and support delivers innovative products and services for people who use insulin. Because many of our own team members live with diabetes, or have a loved one impacted by diabetes, the work is personal, and we are committed to the cause. Learn more at tandemdiabetes.com

A DAY IN THE LIFE:

YOU'RE AWESOME AT:

International Distributor Systems Management

• Manage the TDU folder in the International Tech Support inbox, ensuring timely and accurate responses.
• Assist international distributors with International Distributor Portal (IDP) and Tandem Source access, training, and task execution.
• Manage account creation and access control for IDP users.
• Maintain and update IDP training records, track user compliance.

Sales Tracing & Warranty Management

• Send and manage sales tracing reports with distributors.
• Process sales tracing updates submitted by international distributors.
• Perform monthly sales tracing data uploads into CRM to update device warranty records.
• Communicate discrepancies and inaccuracies in sales tracing to manager, finance and distributor partners.
• Notify Finance of corrections and ensure CRM warranty data reflects updates accurately.

RMA Management

• Track and maintain the RMA tracker in collaboration with Supply Chain and distributor partners.
• Coordinate timely issuance of RMA return labels to support on-time return shipments.
• Quality check RMA packing lists to verify replacement pump serial numbers are correctly listed in CRM.
• Liaise with GPMS and distributors to resolve replacement serial number discrepancies and ensure system alignment.

CRM & Data Integrity

• Ensure pump placement and warranty information is accurate and up to date across geographies in CRM.
• Upload and QC sales tracing and warranty data within CRM.
• Resolve data entry issues and ensure CRM records are complete and reliable.
• Maintain records of cross-border pump transfers and update CRM accordingly.

Cross-Functional Collaboration

• Collaborate with Accounting and GPMS teams to reconcile RMA reports received from international distributors.
• Support distributor partners in aligning their RMA data with internal records.
• Serve as an operational contact point for warranty and pump placement-related inquiries.
• Contribute to the development and execution of sales tracing reconciliation workflows in the distributor portal.
• Coordinate with Customer Care to ensure distributor complaints and portal feedback are captured and actioned appropriately.
• Provide internal stakeholders with accurate and timely reporting related to pump installs, warranty status, and distributor sales data.

EXTRA AWESOME:

• Bachelor's degree or equivalent combination of education and applicable job experience.

• 3+ years of experience in a customer service or sales support environment.
• Experience training customers at varying levels of their organizations.
• Proficiency with MS Office suite (Word, Excel, Outlook, PowerPoint) and with MS Teams.
• Proficient knowledge of CRM.
• Able to effectively share information in verbal and written form while being culturally sensitive.
• Demonstrated ability to effectively communicate over the phone with customers to resolve issues and answer questions according to department protocols and requirements.
• Skilled at presenting information in a clear, concise manner to all levels within the organization.
• Skilled at contributing on a consistent basis to team initiatives in a thorough and timely manner.
• Able to react to changing situations in a timely, calm, and confident manner.
• Able to travel internationally.
• Knowledge of additional language is a plus.

WHEN & WHERE YOU'LL WORK:

Remote: This position is fully remote and open to candidates within the United States. Equipment for the role will be provided and training will occur virtually.

COMPENSATION & BENEFITS:

The starting base pay range for this position is $54,000 - $67,000 annually. Base pay will vary based on job-related knowledge, skills, experience and may also fluctuate depending on candidate's location and the overall job market. In addition to base pay, Tandem offers a competitive compensation package that includes bonus and a robust benefits package.

Tandem offers health care benefits such as medical, dental, vision available your first day, as well as health savings accounts and flexible saving accounts. You'll also receive 11 paid holidays per year, a minimum of 20 days of paid time off (with accrual starting on day 1) and you will have access to a 401k plan with company match as well as an Employee Stock Purchase plan. Learn more about Tandem's benefits here!

YOU SHOULD KNOW:

Qualified applicants with arrest or conviction records will be considered for employment in accordance with applicable state and local Fair Chance laws and regulations. A conditional offer of employment from Tandem is contingent upon successful completion of a pre-employment screening process comprised of a drug test (excluding marijuana) and background check, which includes a review of criminal history information.

Tandem has good cause to conduct a review of criminal history information of candidates for this position, as this role may involve access to proprietary, sensitive and/or confidential information, including customer protected health information. This review is required to ensure that individuals in such roles uphold high standards of trust and integrity so as to protect the interests of our customers, employees, and stakeholders.

Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

WHY YOU'LL LOVE WORKING HERE:
At Tandem, we believe joy fuels excellence. That's why we've built a workplace that celebrates your achievements and supports your well-being. Our team thrives on pushing boundaries and fostering growth, all while maintaining a spirit of fun and camaraderie. This is just one of the ways we stay awesome! Explore the benefits and reasons to love Tandem at https://www.tandemdiabetes.com/careers.

BE YOU, WITH US!

We embrace the value that every single one of us brings to the table. But sometimes we forget that when we don't meet 100% of a job description's criteria - maybe you're feeling that way right now? We encourage you to apply anyway. Because we want you to be you, with us.

Tandem is firmly committed to being an equal opportunity employer and does not discriminate on the basis of age, disability, sex, race, religion or belief, gender identity or expression, marriage/civil partnership, pregnancy/maternity, or sexual orientation. We are an inclusive organization, and we welcome applications from a wide range of candidates. Selection for roles will be based on individual merit alone.

REFERRALS:
We love a good referral! If you know someone who would be a great fit for this position, please share!

APPLICATION DEADLINE:
The position will be posted until a final candidate is selected for the requisition or the requisition has a sufficient number of applications.

Make a move that matters. Join Tandem Diabetes Care, where we're turning challenges into triumphs every day and where your talents will help shape a healthier, happier tomorrow.

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