Customer Service Representative (Onsite+Hybrid)

Company Overview:

BioStem Technologies is a leading medical technology company focused on advanced wound care and regenerative medicine. We develop and commercialize placental tissue allografts, cutting-edge wound care products, and surgical solutions aimed at improving patient outcomes.

Position Summary:

The Customer Service Associate II will execute a variety of customer service activities across both Surgical and Ocular business units, while supporting other team members as dedicated shift team lead. In this role, you will provide clerical or administrative tasks to help optimize processing orders from customers and our sales team. Associate I will be able to process escalation cases Including but not limited to, assisting with resolving order, account, and delivery issues. Experience Customer service professional with an eye for improving customer experience and connecting with various departments to advocate for customers’ needs are met and resolved.

Essential Duties & Responsibilities

• Answer incoming calls and basic and complex customer questions and inquiries using computer software (via soft phone).
• Understand customer requirements, analyze, and provide appropriate clarifications and solutions.
• Route and direct specific customer inquiries to appropriate personnel. Able to handle/resolve escalated customer issues,
• Activation and maintenance of customer accounts, and pricing in ERP.
• Process customer sales order & requisitions received via sales field ordering tools, emails, calls, and faxes.
• Ability to review/validate order requests and properly enter order details into our ERP program accurately.
• Sales order payment processing for credit card payments; act is liaison to Accounting department to facilitate payment resolutions and provide up to date customer contact information.
• Processing of consignment related orders - invoicing/billing of tissue and resolving inventory discrepancies. Become a subject matter expert in billing and replenishment of consigned inventory.
• Strong understanding of order process value ad items – such as request for freezer/thermometers and nano coolers. Ability to support team members with these requests.
• Work with the Accounts Receivables department to ensure orders are routed expeditiously. This includes setting up credit terms and resolving credit hold issues. Maintain open and efficient communication between AR and the Sales field regarding order/account holds.
• Be subject matter expert in credit & rebill case processing and resolution disputes.
• Able to support with consignment management across several regions, including Revenue Recovery support to Sales Operations team.
• Act as Team shift Lead – to support Commercial team (Sales & Marketing), routing sales leads. Customer inquiries, and product complaints to their respective departments.
• Assist the Distribution Department with delivery status of shipped orders, managing delivery delays and order exceptions and as well as correcting/replacing orders as needed. Maintain open and efficient communication between Distribution and the Sales field regarding order/inventory issues.
• Assisting with (DRI) Donor Recipient Information cards processing, along with all other customer/account/sales related duties that may arise.
• Utilize reports and tools within Salesforce.com for customer support-related functions.
• Participate/engage with other departments in customer experience-related projects.
• Interact and assist other departments with other tasks outside of the account/ordering, customer service-related tasks.

Quality Related Functions

• Required to escalate all product related events/report to the Quality team within a timely manner.
• Assist Quality with obtaining details on product related events.
• Complete all Quality related trainings within the required timeframe. (MasterControl, Litmos, other)

Skills & Abilities

• Work cross-functionally with key internal partners including but not limited to, Quality, Distribution, Accounts Receivable, Sales, Commercial Operations.
• Utilize multiple programs and systems across dual monitors while answering questions over the phone.
• Excellent communication skills; fluent (oral/written) English.
• Proficient in Microsoft software applications: Teams, Excel, Word, PowerPoint, and Outlook.
• Provide world class customer experience, ability to work under stressful situations and multi-task.
• Able to verbally express specifications by telephone and electronic communications.
• Participate in executing customer service strategies.
• Inform customers about order status, invoices, and other standard information as needed. Flexibility to work overtime as required, weekends, even on short notice.
• Ability to work with varying schedules.
• Consistent and timely adherence to assigned schedule.

 Qualifications:

• High School Diploma, required.
• Associate’s degree, preferred.
• 3 years’ experience in a customer service-oriented environment, required.
• Salesforce CRM Experience, preferred.
• NetSuite ERP Experience, preferred.

In addition to competitive compensation, we offer a comprehensive benefits package including:

• Opportunities for professional growth and development
• A dynamic and supportive work environment
• 401K plan with employer match
• Major medical insurance
• Company paid dental and vision insurance.
• Company paid holidays.
• Generous paid time off allowances
• Employee recognition programs and events

BioStem Technologies Inc. is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.