Customer Service Representative

At Induce Biologics USA Inc., we are focused on developing and providing advanced technologies for bone regeneration. With a foundation based on science, clinical evidence, and clinical experience, our Natural Matrix Protein® (NMP®) products support healing across a wide range of spine, dental, and orthopedic procedures.

By joining Induce Biologics USA Inc., you'll be part of a mission-driven team working with revolutionary technology that's reshaping the future of bone regeneration and making a real difference in patients' lives.

As a Customer Service Representative, you will be responsible for receiving, processing, and recording customer orders. The Customer Service Representative also handles customer inquiries and resolves issues. The individual will work closely with various teams to ensure prompt and effective resolution of customer issues. As a CSR, you will have the additional responsibility for resolving mostly routine customer inquiries with some non-routine, more complex problems.

This role requires a complete understanding of the company’s policies, procedures, and products; in addition to demonstrating individual aptitude using all tools & systems used by the Customer Service team.

• Deliver outstanding customer support by managing complex and escalated cases with professionalism and urgency.
• Serve as a subject matter expert for the Customer Service and Commercial teams.
• Process orders and inquiries received via phone, fax, email, and eCommerce platforms, ensuring accuracy and timely fulfillment.
• Maintain and audit customer account information, proactively identifying discrepancies and ensuring compliance and proper documentation.
• Assist with customer onboarding, including website navigation, order placement, and issue resolution.
• Advise customers on product availability, inventory status, and assist with complex order issues related to pricing, billing, and delivery logistics.
• Collect, analyze, and communicate customer feedback to identify trends and recommend process improvements.
• Document customer interactions and monitor responses for quality assurance purposes.
• Use CRM systems and databases to record activities and research product information.
• Support the onboarding and training of new team members as needed.
• Stay current on product knowledge, company systems, and required training programs.

• Strong customer service focus and customer relationship skills.
• Ability to work collaboratively in a team environment as well as independently.
• Excellent verbal and written communication and strong interpersonal skills.
• Ability to empathize with customers and remain calm and composed in difficult situations.
• Strong problem-solving skills with the ability to independently resolve customer issues.
• Flexibility and strong organizational skills with the ability to prioritize multiple tasks and meet daily order deadlines.
• High attention to detail and commitment to accuracy.
• Proficiency in MS Office (Outlook, Word, Excel, PowerPoint, Teams).
• Experience with CRM systems and eCommerce platforms preferred.
• Availability to work Monday – Friday.
• Must be local and able to work on-site in Irvine, CA.

• High School Diploma or equivalent.
• Minimum of 2 years of experience in a customer service role, preferably within a similar industry.
• Experience working with ERP systems and Excel.

• Associate degree or higher preferred.
• Experience working in a small company and/or startup environment within the medical device, biologics, or pharma/biotech industry.
• Experience with ERP and CRM systems.
• Experience working closely with a Sales team.

You’ll play a critical role in shaping the customer experience, driving continuous improvement, and supporting both customers and internal teams. If you thrive in a collaborative environment and enjoy making a meaningful impact, we’d love to hear from you.

The salary for this position is expected to fall within the range of $25.00 - $28.00 / hr, depending on factors such as experience, education, and job-related skills. This range reflects what the employer reasonably expects to pay for the position. It is not a guarantee of compensation for any individual hire.

Induce Biologics is an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.