Customer Care Specialist

Job Description Job Description Axogen is committed to building and maintaining a strong and gratifying company culture that fosters professional growth. Our hands-on and personal approach makes transitioning to a new job a seamless and enjoyable process. Most benefits are effective on day one!
Axogen is an equal opportunity employer and does not discriminate against applicants on the basis of race, color, creed, religion, ancestry, age, sex, marital status, national origin, disability or veteran status.
Why youll love working at Axogen:
Friendly, open, and fun team culture that values unique perspectives
Company-wide dedication to profoundly impacting patients lives
Comprehensive, high-quality benefits package effective on date of hire
Educational assistance available for all employees
Matching 401(k) retirement plan
Paid holidays, including floating holidays, to be used at your discretion
Employee Stock Purchase Plan
Referral incentive program
Axogen Mission and Business Purpose
Our business purpose is to restore health and improve quality of life by making restoration of peripheral nerve function an expected standard of care. We aim to lead the markets we serve by always requiring the solutions we offer patients and caregivers provide an improved benefit-to-risk profile as compared to existing standards of care. To ensure we deliver improved benefit-to-risk solutions, we will guide and expect the market and design requirement specifications underlying our engineering, business development, and clinical research activities, objectively target advancements in standards of care.
Job Summary of the Customer Care Specialist
The Customer Care Specialist is crucial to the function of Axogen by acting as an intermediary between the medical facilities, sales team, internal Axogen departments, and external shipping companies to process domestic shipping requests and ensure required product is delivered to the destination. The Customer Care Specialist will utilize a variety of programs and platforms to pull information and data, oversee field inventory, and process shipments. When challenges arise, the Customer Care Specialist will analyze each specific situation, offer possible solutions to the internal and external customer, and follow through in a professional manner with the appropriate course of action to facilitate the best possible outcome.
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

LI-AC1

zr

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.