Customer Care Specialist

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 contribute to the Customer Care team in order to complete tasks, meet goals, and manage projects.

Location

13631 Progress Blvd., Alachua, FL

OR

111 W. Oak Ave., Tampa, FL

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Benefits/Compensation

This position is eligible for an annual bonus.

Benefits offered for this position include Health, Dental, Vision, Matching 401K, Paid Time Off, 9 Paid Holidays + 3 Floating Holidays, Dependent Care Flexible Spending Accounts, Medical Flexible Spending Accounts, Tuition Reimbursement, Paid Parental Leave, Paid Caregiver Leave, Basic Life Insurance, Supplemental Life Insurance, Employee Stock Purchase Plan, and Disability Insurance, as described in more detail in summary plan descriptions.

Hourly Pay Range

$23—$26 USD

Axogen follows healthcare system guidelines with respect to credentialing, vaccinations and other employment/compliance related requirements, as well as CDC guidance. Axogen reserves the right to amend its policies from time to time in its sole discretion.