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, Experience in insurance preferred, Experience in sales preferred, Experience in product support 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 customer and patient
Manage delayed or misrouted shipments
Collaborate with internal 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 internal sales team members with questions
Assist external customers with questions
Answer questions concerning orders
Answer questions concerning returns
Answer questions concerning invoices
Answer questions concerning inventory
Answer questions concerning shipments
Answer questions concerning contracts
Answer questions concerning contact information
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
Receive orders via EDI
Receive orders via email
Receive orders via fax
Receive orders via phone
Process orders in an accurate manner
Process orders in a timely manner
Meet urgent deadlines
Act as a liaison between customer and quality
Route external inquiries to designated departments
Field inbound calls from internal customers
Field inbound calls from external customers
Answer product questions
Answer process questions
Answer shipment questions
Contribute to Customer Care team
How You'll Work.
Team & Collaboration
Internal sales team; Shipping company; End customer; Quality department; Customer Care team
Communication Scope
Written communication; Verbal communication
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