Customer Care Specialist

Axogen is committed to building and maintaining a strong and gratifying company culture that fosters 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 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.

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

* Paid holidays, including floating holidays, to be used at your discretion

* Employee Stock Purchase Plan

* Referral incentive program

Axogen Mission and Business Purpose

Our business purpose is to restore health and improve quality of life by making restoration of peripheral nerve function an expected standard of care. We aim to lead the markets we serve by always requiring the solutions we offer patients and caregivers provide an improved benefit-to-risk profile as compared to existing standards of care. To ensure we deliver improved benefit-to-risk solutions, we will guide and expect the market and design requirement specifications underlying our engineering, business development, and clinical research activities, objectively target advancements in standards of care.

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 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.

Requirements of the Customer Care Specialist

* High School Diploma or equivalent, AA degree preferred

* Proficient using Microsoft Office applications

* Minimum of 3 years of Customer Service experience required.

* Business to business experience or customer service in a fast-paced environment, including insurance, sales and product support preferred.

* Must be detailed oriented and make sound decisions

* Experience with a Customer Relationship Management System (CRM)

* Must be flexible and available to work rotating evenings and on-call rotating weekends

* Strong analytical and problem-solving skills with the ability to multi-task

* Strong written and verbal communication and negotiation skills

* Be a team player!

* Effective time management and organizational skills

Responsibilities of the Customer Care Specialist

The specific duties of the Customer Care Specialist include but are not limited to:

* Complies with all company policies, procedures and SOPs.

* Execute Customer Care Department critical tasks such as order processing from customers and area sales managers (ASM), billing, basic inventory management, complaint handling, partnering with other internal departments on customer and patient inquiries, and managing delayed or misrouted shipments. When delivery issues arise, collaborate with the internal sales team, the shipping company, and the end customer to ensure a positive outcome in a timely matter.

* Coordinate complex customer interactions and communicate in writing or verbally in a professional manner that positively represents the Axogen mission.

* 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 inventory and contract inconsistencies.

* 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.

* Required to field inbound calls from internal and external customers answering product, process and shipment questions. Follow up as needed with excellent customer service.

* Actively…