Customer Care Specialist
Axogen is committed to building and maintaining a strong and gratifying company culture that fosters a work-life balance and professional growth. Our hands-on and personal approach makes transitioning to a new job a seamless and enjoyable process. Most benefits are effective on day one!
Axogen is the leading company revolutionizing the science of nerve repair. We are passionate about helping to restore function and quality of life to patients with physical damage or discontinuity to peripheral nerves.
Contribute to positively impacting lives while working for a company that respects, recognizes, and values all team members!
Axogen is an equal opportunity employer and does not discriminate against applicants on the basis of race, color, creed, religion, ancestry, age, sex, marital status, national origin, disability or veteran status.
If you want to see how you can impact lives at Axogen, take a look at these inspiring patient stories: https://www.axogeninc.com/patient-stories/
Axogen is hiring a Customer Care Specialist for our Alachua or Tampa, FL office!
Job Summary of the Customer Care Specialist
The Customer Care Specialist is crucial to the function of Axogen by acting as an intermediary between the medical facilities, sales team, internal Axogen departments, and external shipping companies to process international and domestic shipping requests and ensure required product is delivered to the destination. The Customer Care Specialist will utilize a variety of programs and platforms to pull information and data, oversee field inventory, and process shipments. When challenges arise, the Customer Care Specialist will analyze each specific situation, offer possible solutions to the internal and external customer, and follow through in a professional manner with the appropriate course of action to facilitate the best possible outcome.
Why you'll love working at Axogen:
- Friendly, open, and fun team culture that values unique perspectives
- Company-wide dedication to profoundly impacting patients' lives
- Comprehensive, high-quality benefits package effective on date of hire
- Educational assistance available for all employees
- Matching 401(k) retirement plan
- Flexible working hours
- Paid holidays, including floating holidays, to be used at your discretion
- Employee Stock Purchase Plan
- Referral incentive program
Requirements of the Customer Care Specialist:
- High School Diploma or equivalent, AA degree preferred
- Proficient using Microsoft Office applications
- Detailed oriented
- Excellent problem-solving skills
- Effective time management and organizational skills
Responsibilities of the Customer Care Specialist:
- Complies with all company policies, procedures and SOPs
- Execute Customer Care Department critical tasks such as order processing, billing, basic inventory management, complaint handling, partnering with other internal departments on customer and patient inquiries, and managing delayed or misrouted shipments.
- Coordinate complex customer interactions and communicate in writing or verbally in a professional manner that positively represents the Axogen mission.
- Receive, evaluate, and verify all purchase orders for accuracy in pricing, lot numbers, parent account affiliation, and shipping information.
- Process consignment, direct sales, and billing orders received via EDI, email, fax, and phone. Ensure each order and billing type is handled, processed and shipped in an accurate and timely manner to meet urgent deadlines.
- Act as a liaison between the customer and the quality department when grievances, complaints or suggestions are received.
- Route external inquiries to the designated departments for further investigation or follow-up.
- Assist internal sales team members and external customers with questions concerning orders, returns, invoices, inventory, shipments, contracts, and contact information.
- Understand and utilize a variety of internal programs and databases to solve straight-forward inventory and contract inconsistencies.
- When delivery issues arise, collaborate with the internal sales team, the shipping company, and the end customer to ensure a positive outcome.
- Know and apply the Quality System. Reference appropriate internal, Federal and International standards and regulations for each individual destination country.
- Performs all other duties as assigned by manager.
Axogen is on a hybrid work schedule at some facilities, with 3 days in office and 2 days remote.
Axogen follows healthcare system guidelines with respect to credentialing, vaccinations and other employment/compliance related requirements, as well as CDC guidance. Axogen reserves the right to amend its policies from time to time in its sole discretion.
If you know someone who would be a great candidate for this position, or any others, just copy and send this link! https://grnh.se/cc84962d2us