• Support end-to-end commercial process from quote creation through delivery tracking. • Build and maintain quotes based on approved pricing, product configurations, and commercial terms. • Ensure quote accuracy, including SKUs, quantities, pricing, discounts, terms, billing frequency, taxes, and legal language. • Track deal progression from quote creation through close, using defined stages and checkpoints. • Maintain deal desk logs and CRM entries, including status, blockers, approvals, next steps, and key dependencies. • Collect, verify, and attach revenue-impacting documentation. • Ensure accuracy of revenue recognition data such as term dates, performance obligations, and delivery triggers. • Maintain accurate delivery/provisioning fields in CRM for visibility across Sales and Operations. • Work closely with Sales, Sales Ops, Finance, Billing, Legal, Operations, and Customer Success.

• Facilitate complaint investigations while ensuring completeness and consistency of complaint files/records. • Support post-market compliance activities including handling of customer complaints in accordance with documented procedures • Evaluate complaints and perform preliminary complaint investigation including follow up with healthcare professionals and sales representatives • Escalate complaints when encountering new failure modes, and partner with Engineering, Field Personnel, and Quality Assurance to investigate. • Ensure complaint documentation and records are complete in compliance with regulatory requirements • Coordinate complaint investigation efforts with Quality and R&D team driving investigations to completion in a timely manner • Collaborate with Customer Service, Regulatory, R&D, Manufacturing, Commercial, Medical and other functional areas to obtain/provide information related to complaint investigations and other aspects of complaint handling • Assist in updating Quality procedures as required through the change order process. • Maintain comprehensive records of customer interactions, complaints, and resolutions in the company's electronic Quality Management System • Support and participate in internal and external audits • Perform other duties as assigned by Quality Management

• Build a relationship of trust and customer delight with our clients • Ensure high-quality support within the agreed SLA • Capture and record feedback during interactions • Monitor families and resolve issues before they even realize they exist • Conduct negotiations to keep families current on payments

• Audit and reconcile plan enrollment and termination data. • Audit and reconcile deductions and contributions in CostPoint. • Audit and reconcile BEFs submitted to payroll. • Audit and reconcile payroll contributions against recordkeepers reports. • Prepare and/or audit check requests to be submitted to Accounts Payable for detail accuracy per A/P processes, including: Benefit vendor payment; Benefit claims payment; Union payments: pension, dues, H&W; Other necessary benefit-related payments. • Audit and reconcile FSA/HSA deductions to vendor upload files; oversee uploads are transmitted to vendor. • Work closely with GL Benefit Accountants and assists GL benefit reconciliations. • Develop and maintain workflows on processes and procedures for benefits HRIS. • Serve as Benefits Department POC/liaison with Finance Department regarding benefit related issues and pension audits. • Assist with employee enrollments, open enrollment, and benefit orientations. • Provide backup to other Benefit Department staff members. • Provide assistance to update and maintain benefit records and other documents in compliance with applicable rules and regulations. • Assist with annual 401(k) audits. • Assist with annual census and compliance testing. • Assist with employer True-Ups. • Assist with corrective actions related to failed testing’s, excess contributions, or operational errors. • Attend Trustee Meetings and prepare accurate meeting minutes. • Provide ongoing customer services with employees, vendors, recordkeeper and Union/SCA representatives.