Axogen
Healthcare
CustomerCareSpecialist
“Customer Care Specialist at Axogen. Skills: Customer service, Order processing, Shipment coordination. Comply with all company policies, procedures and SOPs. Execute Customer Care Department critical tasks”
What You'll Achieve.
Ensure positive outcome in a timely matter; Positively represents the Axogen mission
Industry & Context.
Problem-solving; Analytical skills
Rotating evenings, On-call rotating weekends
What They're Looking For.
Must Have
High School Diploma or equivalent, Minimum of 3 years of Customer Service experience, Detailed oriented, Make sound decisions, Experience with a Customer Relationship Management System (CRM), Flexible and available to work rotating evenings, Available for on-call rotating weekends, Analytical and problem-solving skills, Ability to multi-task, Written and verbal communication skills, Negotiation skills
Nice to Have
AA degree preferred, Business to business experience preferred, Customer service in a fast-paced environment preferred, Insurance experience preferred, Sales experience preferred, Product support experience preferred
What You'll Do.
Comply with all company policies
Execute Customer Care Department critical tasks
Process orders from customers and ASMs
Manage basic inventory
Partner with internal departments on inquiries
Manage delayed shipments
Manage misrouted shipments
Collaborate with sales team on delivery issues
Collaborate with shipping company on delivery issues
Collaborate with end customer on delivery issues
Coordinate complex customer interactions
Communicate in writing professionally
Communicate verbally professionally
Assist sales team with order questions
Assist external customers with order questions
Assist sales team with return questions
Assist external customers with return questions
Assist sales team with invoice questions
Assist external customers with invoice questions
Assist sales team with inventory questions
Assist external customers with inventory questions
Assist sales team with shipment questions
Assist external customers with shipment questions
Assist sales team with contract questions
Assist external customers with contract questions
Assist sales team with contact information questions
Assist external customers with contact information questions
Understand internal programs and databases
Utilize internal programs and databases
Evaluate purchase orders for accuracy
Verify purchase orders for accuracy
Process consignment orders
Process direct sales orders
Process billing orders
Handle each order accurately
Process each order accurately
Ship each order accurately
Meet urgent deadlines
Act as liaison between customer and quality department
Route external inquiries to designated departments
Answer product questions
Answer process questions
Answer shipment questions
Contribute to Customer Care team
How You'll Work.
Team & Collaboration
Internal departments; Sales team; Shipping company; End customer; Quality department; Customer Care team
Communication Scope
Written communication; Verbal communication
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