Customer Service Analyst

ABOUT US


Cerapedics is a global, commercial-stage orthopedics company that is dedicated to redefining the path to bone repair by healing bones faster and at higher rates, so all patients can get back to living their fullest lives. Bone grafts, including Cerapedics' products, are used in over four million annual spine, orthopedics, trauma, and interventional procedures worldwide. Cerapedics has two drug-device products approved by the FDA powered by Cerapedics' proprietary P-15 Osteogenic Cell Binding Peptide: PearlMatrix™ Bone Graft for all major lumbar interbody surgical approaches and i-FACTOR® Bone Graft for single-level anterior cervical discectomy and fusion (ACDF) in the cervical spine. Cerapedics is headquartered in Westminster, Colorado.


OVERVIEW


Healing lives through bone repair - this mission is what inspires us every day. If that is inspiring to you as well, consider joining us as a Customer Service Analyst in our Westminster office.


In this role, you will contribute to our mission through serving as a liaison between administrative functions and customer facing interactions with hospitals and distributors. As a Customer Service Analyst working on the Customer Service team, you will be empowered through meaningful work and career development to process all sales orders for a specified Sales Territory and providing support to the U.S. sales team and Cerapedics Customers. A typical day will include- handling requests, resolving order-related issues, and responding to inquiries regarding product and orders.


POSITION OBJECTIVES:

• Process orders in ERP System for an established Sales Area
• Provide internal and external Customers with information and documentation as requested.
• Build productive, collaborative relationships through effective and efficient communications.
• Manage complaints and requests, provide appropriate solutions within the expected timeframe, and follow up to ensure resolution.
• Process orders for Consignment Inventory at Hospital and Distributor locations.
• Manage the Orders for an assigned Sales Area by understanding the Account characteristics and nuances and how that affects Order processing.

Requirements

POSITION REQUIREMENTS:

• Committed to consistently delivering accurate and efficient information.
• Team player ready to work together to meet department and Company goals.

EDUCATION AND PREFERRED TRAINING REQUIREMENTS:

• Candidates must have a minimum of one year of relevant work experience.
• Experience with high level of engagement focused on problem solving.
• Account and Customer organization and strong interpersonal skills.
• Strong written and oral communication skills.
• Customer Service experience in a fast-paced environment.
• Excel and Microsoft proficiency.
• SAP, Medical Records or Products background a Plus.

WORK CONDITION/PHYSICAL DEMANDS:


The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodation may be made when requested by the employee to enable individuals with disabilities to perform the essential functions.

• This position requires the incumbent to regularly utilize written and verbal communication skills, including active listening and speaking clearly and concisely.
• This position requires the incumbent to work on site in Westminster, Colorado.
• This position requires the incumbent to experience periods of prolonged sitting and to occasionally stand.
• This position requires the incumbent to operate office equipment such as telephones, computers, fax machines, copiers, and to grasp objects utilizing manual dexterity including hand/finger coordination.
• Moderate to minimal supervision. A wide degree of latitude is expected. Relies on experience and judgment to plan and accomplish goals.

TRAVEL REQUIREMENTS: N/A


BENEFITS/COMPENSATION (including, but not limited to):

• Medical and dental insurance, group life insurance , 401k matching, long term disability, potential target bonus, paid time off.

SALARY RANGE: $28.84 - $39.42


Base Salary: Hourly


Target Annual Bonus: Up to 8%


This position will be posted through June 19, 2026

EEO STATEMENT:


Cerapedics is an Equal Opportunity Employer. We do not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need.


Salary Description


$28.84 - 39.42 per hour