Sarnova Customer Care Specialist: Responsibilities, Systems, and Practical Know-How

Where a Sarnova Customer Care Specialist Fits

A Sarnova Customer Care Specialist supports customers across Sarnova’s family of companies—Bound Tree (EMS supplies), Tri-anim (acute care and respiratory), Emergency Medical Products (eCommerce), and Cardio Partners (AEDs and safety programs). The role bridges frontline service, order management, and supply chain coordination for agencies like municipal EMS and fire, hospital respiratory departments, surgery centers, schools, and corporate safety programs. Public websites include sarnova.com, boundtree.com, tri-anim.com, buyemp.com, and cardiopartners.com.

In practice, the specialist handles a mix of phone, email, and web-portal requests: new orders, quotes, product substitutions, backorder ETAs, returns, and warranty triage. In medical distribution, a single specialist commonly resolves 40–70 contacts per day during peak seasons, with day-to-day variability driven by storm seasons, budget cycles (e.g., Q2–Q4 municipal purchasing), and manufacturer recalls or backorders. The work requires fluency in product categories ranging from IV and airway to ventilator circuits, AEDs, and PPE.

Because Sarnova serves customers that operate 24/7, the downstream impact of each interaction is high-stakes. Order accuracy, timely escalation for lifesaving equipment, and proactive communication when supply is tight are not just service niceties—they materially affect patient care and operational readiness for first responders and hospital teams.

Core Responsibilities and Measurable Outcomes

Key responsibilities include order entry and validation (POs, p-cards, contract pricing), quote building with cross-brand options, proactive backorder management, RMA initiation, and coordination with inside sales and vendor partners. Specialists also verify licenses (where applicable), track lot/serial-sensitive products, and support contract adherence for GPO/IDN customers (e.g., Vizient, Premier, HealthTrust).

Typical KPIs in healthcare distribution include 90–95% post-contact customer satisfaction (CSAT), 4–6 minute average handle time (AHT) for standard transactions, 75–85% first-contact resolution for non-technical inquiries, and 99.5%+ order accuracy. Backorder notification and recovery actions are often measured against 1 business-day communication SLAs with weekly or even daily updates for critical items. These targets can vary by business unit and season, but they reflect the level of precision expected when dealing with clinical supplies.

The specialist also manages revenue-related details: freight terms (prepay/add vs. collect), split shipments, drop-ship coordination with manufacturers, and proof-of-delivery (POD) retrieval. For large quotes, it’s common to work through vendor bid desks for better lead times or pricing tiers; documenting those quote IDs and validity dates (often 30–90 days) prevents pricing disputes at invoice.

Systems, Data, and Compliance You’ll Use Daily

Customer care typically works across a CRM (e.g., Salesforce or Microsoft Dynamics) for case management and account notes; an ERP for pricing, inventory, and invoicing; a WMS for fulfillment status; and an omnichannel phone/contact platform (e.g., Genesys or Five9). Specialists routinely touch EDI transactions such as 850 (PO), 855 (PO acknowledgment), 856 (ASN), and 810 (invoice), and they reconcile these with customer portals.

Healthcare distribution adds data and regulatory complexity. You’ll verify UDI, lot/serial capture, and expiration dates for clinical traceability; respect HIPAA principles if any minimal PHI appears on documentation; and follow federal and carrier rules for hazmat and lithium battery shipments (49 CFR/IATA). For temperature-sensitive items, dry-ice or cold-chain methods require correct service levels and delivery windows to avoid spoilage.

Compliance also extends to licenses and eligibility. Certain pharmaceuticals or Rx-only items require active state licenses on file. AED program components have model-specific pad and battery requirements, and infant/child vs. adult accessories are not interchangeable. The specialist confirms compatibility and documents the customer’s device model and serial when needed to prevent costly returns.

Practical Workflows That Save Time

• Build order templates for recurring EMS restocks (IV catheters, gloves, airways) and attach them to the account in your CRM; this can cut entry time by 50% on routine calls.
• Use cross-reference tools to translate competitor or manufacturer SKUs to Sarnova family equivalents; maintain a personal “top 200” cross-ref list for your territory.
• When a high-demand item is backordered, quote two vetted substitutes with compatible specs and clearly state lead times; document customer preference to avoid repeat follow-ups.
• Check vendor portals for real-time ETAs on drop-ships and add the vendor confirmation number to the case; this reduces “Where is my order?” contacts by 20–30%.
• Confirm carrier cutoffs by warehouse (typical windows are 3:00–5:00 p.m. local time) and offer expedited methods when orders miss the ground cutoff and urgency is high.
• Pre-fill RMA forms with invoice numbers, lot/serial (if applicable), and photos for damage claims; complete submissions see 2–4 days faster approvals.
• For AEDs, always validate the customer’s model (e.g., ZOLL, Philips, Stryker/Physio-Control) before quoting pads/batteries; compatibility errors are a top cause of returns.
• Flag temperature-controlled or sterile items as non-returnable in your quote notes, and include any restocking fee ranges up front to prevent disputes.

Product and Pricing Realities Specialists Should Know

While contract pricing is customer-specific, it helps to know market ranges to set expectations. As of recent industry norms, AED units commonly range from $1,200–$2,500 depending on brand and connectivity; replacement pads run about $45–$120 per set and batteries $120–$300, with 2–4 year lifespans depending on model and program readiness self-tests. Basic trauma kits can range from $150–$500, while oxygen regulators typically run $45–$90; advanced airway equipment costs vary widely by brand and specification.

Lead times depend on inventory position and manufacturer capacity. Stocked warehouse items generally ship same day if released before cutoff; manufacturer drop-ships often run 2–10 business days, longer for capital equipment or custom configurations. For bulk PPE or seasonal surges, set a follow-up cadence (e.g., every 48–72 hours) until the order clears allocation limits.

Contract and GPO pricing may bind you to specific brands or SKUs; when proposing alternates, annotate whether the substitute is on- or off-contract and whether the customer’s biomedical, medical director, or committee approval is required. For bundled quotes, call out freight on heavy or oversized items—LTL pallet shipments can add $150–$350+ depending on distance, liftgate, and residential delivery needs.

Returns, RMAs, and Service: What You Can Promise

Return policies vary by Sarnova business unit and item type. In medical distribution, unopened stock items are commonly returnable within a defined window (often 30 days) and may carry restocking fees (frequently 15–25%). Pharmaceuticals, temperature-controlled products, and opened sterile items are typically non-returnable. Always cite the specific unit’s policy page and your RMA number in confirmations.

For damage or short-ship claims, request photos of packaging and labels within the carrier’s claim window (often 5–10 business days). Credit issuance times vary, but 7–10 business days after receipt/inspection is a reasonable expectation for standard RMAs. Document the tracking number of the return and share it with the customer to reduce status calls.

Warranty workflows usually involve the manufacturer for capital devices or electronics. Capture serial numbers, install dates, and error codes where applicable; many OEMs triage via their support lines before authorizing repair or replacement. Set realistic expectations for turnaround (e.g., 10–20 business days) and offer loaners if the program allows.

How to Reach the Right Sarnova Team

Customers often get the fastest resolution by contacting the brand that matches their need: Bound Tree for EMS agencies (boundtree.com), Tri-anim for respiratory and acute care (tri-anim.com), Emergency Medical Products for eCommerce orders (buyemp.com), and Cardio Partners for AEDs and program management (cardiopartners.com). Each site maintains a Contact or Support page with current options for phone, email, and online forms.

When you’re unsure which team owns an account, start at the corporate site (sarnova.com) and use the brand links to route your inquiry. Include your account number, PO or order number, and any quote IDs in the first message. If your request involves a time-sensitive clinical need, state the deadline and preferred alternates up front; this lets a Customer Care Specialist prioritize and propose solutions within the same interaction.

Qualifications, Training, and Career Path

Strong performers typically bring 1–3 years of customer service or order management in distribution, healthcare, or manufacturing, plus working knowledge of medical terminology. Comfort with ERPs, CRMs, and omnichannel contact platforms is essential; a 45–60 WPM typing speed and accurate data entry meaningfully improve both AHT and order accuracy. HIPAA awareness, basic hazmat shipping concepts, and familiarity with lot/serial handling reduce rework and compliance risk.

Targeted training pays off quickly. New hires often ramp over 4–8 weeks, moving from core order entry and quoting to advanced workflows (EDI exceptions, drop-ship coordination, RMAs). Certifications like the National Customer Service Association’s Certified Customer Service Professional (CCSP) can help, and annual refreshers on 49 CFR/IATA lithium battery rules and recall procedures keep skills current. From this role, common paths include senior customer care, inside sales, category/product specialist, or operations/fulfillment leadership.

Measure progress with a simple scorecard: CSAT, first-contact resolution, backlog aging, and documentation quality. When combined with proactive communication on backorders and precise quoting, these metrics demonstrate the real value a Sarnova Customer Care Specialist delivers to clinicians and first responders.