Customer Service Advocate

Job Overview

The primary purpose of this position is to coordinate and manage orders on hold, reports, recalls, service agreements, incidents, return management, project management and training.

• Resolve Order Management holds daily.
• Liaise with other departments to resolve order status, product, production, delivery and billing inquiries.
• Lead and support continuous improvement initiatives for the department.
• Generate reports (daily, monthly, quarterly) in BI, Oracle and other systems.
• Serve as liaison with Customer Service, Supply Chain, IT and external vendors.
• Partner with Quality Team throughout the recall process.
• Partner with Corporate Complaints team in accordance with complaint procedures.
• Act as a point of escalation and handoff for BPO cross‑over tasks.
• Oversee return procedures in accordance with the Gatekeeper process.
• Process extended service agreements.
• Track and resolve complex system problems.
• Mentor and train BPO representatives.
• Meet or exceed goals/KPIs of the position.
• Handle other duties or projects as assigned for the benefit of the organization.
• Adhere to Integra Core Values.
• Act as an essential employee within the Customer Service Department, including availability on company holidays and potential work‑from‑home when the office is closed.

• Associate’s degree or equivalent, plus at least five years of related experience, or an equivalent combination of education and experience.
• Minimum of 3 years of experience in customer service, accounting, finance or information systems.
• Outstanding verbal and written communication skills.
• Passion for customers and delivering a world‑class service experience.
• Excellent troubleshooting, problem‑solving and decision‑making skills with strong attention to detail.
• Critical thinking and analytical skills.
• Ability to embrace change and adaptability.
• Strong partnership skills with internal and external stakeholders.
• Ability to work independently and in a fast‑paced team environment.
• Follow‑through and execution while adhering to specified quality standards.
• Willingness to accept increasing responsibility and grow with organizational needs.
• Preferred: previous experience in manufacturing, medical device or pharma industry.
• Knowledge of Order‑to‑Cash processes and related systems (Oracle, MS Office, Salesforce).
• Knowledge of Integra Life Sciences products and operations is a plus.
• Must be currently authorized to work without future sponsorship.

Hybrid role based in Princeton, NJ. In‑office presence required on Tuesdays, Wednesdays and Thursdays. Remote work possible on Mondays and Fridays.

Hourly rate: $23.28 - $31.46 USD. Base pay may increase based on experience, and eligibility for bonus, commission, equity or other variable compensation.

• Medical, dental, vision, life insurance.
• Short‑ and long‑term disability, business accident insurance, group legal insurance.
• 401(k) savings plan.

Integra Life Sciences is an equal opportunity employer and is committed to providing equal employment opportunities to all qualified applicants and employees regardless of race, marital status, color, religion, sex, age, national origin, sexual orientation, physical or mental disability, or protected veteran status.