Customer Service Representative IMAZ- Remote

Overview

MTF Biologics processes tissue grafts from human donors that are used in a growing array of clinical applications – positively affecting lives across the globe. As a global nonprofit organization that saves and heals lives by honoring donated gifts and serving patients, we collaborate with the medical, scientific, as well as organ and tissue donation communities.

Our goal is simple–do what's right for patients, surgeons, tissue donors, and their families through our guiding principles.

The primary responsibility of this role includes managing customer calls, which range from simple to complex, across a wide spectrum of topics, as well as processing orders via phone, , email or fax, including providing order status updates and shipment confirmations. Customer Service Representatives must excel at cross-functional collaboration, both internally and externally with business partners, to ensure that customer orders are accurately fulfilled and customer issues are resolved promptly and appropriately.

The individual must comply with all ISO, AATB, & FDA requirements pertaining to the Customer Service Representative role.

Schedule:
Monday - Friday 9:30AM
-5:45PM EST

Pay Range: $25-$29/hr

Responsibilities

• Accurately processes orders via phone, fax, EDI and email for Direct, POR, Trial Evaluation, Kit, Grant and Consignment orders. Demonstrate meticulous attention to detail and is able to critically and expeditiously review customer account information so that each order is processed according to established service fee concessions, tissue specifications and shipping requirements. Assume sole ownership for accurately processing and proofreading critical, time sensitive orders for same day and next day surgery requirements.
  
  Schedule and /or assist with the coordination of courier pick- ups from MTF distribution sites.
• Possess an in-depth understanding of a wide range of business rules and objectives, across multiple product lines, and demonstrate the ability to distinguish an extensive list of MTF’s tissue forms & medical devices by tissue code and tissue description to implement diverse marketing support programs, effectively communicate and implement various order type protocols and to schedule tissue delivery based on shipping container expiry validation and tissue shelf life guidelines.
• Effectively communicate, verbally and in writing, with customers/consultants/ business partners at all levels of management to identify and investigate complex problems that cannot be resolved at the initial point of contact and require a customized response for issue resolution.
• Demonstrate ability to answer customer/consultant/ business partner questions regarding tissue/medical devices including inquiries related to tissue processing, specifications, storage, inventory availability, shipment tracking, service fees, and invoicing in accordance with FDA, AATB, ISO and MTF requirements.
• Document and maintain records of all inquiries in accordance with department protocols and provide order confirmations including those sent via secured email, web link, and EDI so that discrepancies can be identified and resolved.
• Exhibit a comprehensive understanding of tissue forms and their specifications to be able to offer alternative offerings in order to meet customer demand.
• Possess a broad knowledge of MTF’s organization and departmental roles in order to manage and route a variety of inquiries via phone and email to the appropriate internal staff for resolution.
• Coordinate with the Shipping Department regarding order logistics including priorities, changes and discrepancies. Coordinate with freight carriers and couriers as necessary to resolve time sensitive shipping problems and/or expedite shipments.
• Process all…