Customer Service Representative

Description AVITA Medical® is a therapeutic acute wound care company focused on transforming how patients heal. We develop and deliver innovative technologies that harness the body’s own healing capabilities to accelerate recovery and improve clinical outcomes. Position Summary The Senior Customer Operations Specialist – Contracts & Pricing serves as the operational owner of specialized commercial processes that support revenue execution, pricing administration, contract implementation, international distributor operations, consignment administration, GPO reporting, rebate administration, and customer account management across AVITA Medical. This senior-level individual contributor role requires advanced operational expertise, strong business acumen, independent judgment, and the ability to lead complex cross-functional initiatives with minimal supervision. The position is accountable for ensuring approved commercial terms, pricing structures, customer agreements, distributor operations, and consignment programs are accurately implemented, maintained, and executed across systems and departments. Key Responsibilities Manage customer order management, account inquiries, pricing requests, and fulfillment coordination, ensuring accurate execution and high levels of customer satisfaction. Coordinate with internal teams to resolve customer, order, and account issues, ensuring timely communication and resolution. Act as the primary escalation point for complex customer operations, pricing, and contract issues, providing guidance to team members and recommending solutions to management. Contracts & Pricing Administration Lead the execution of enterprise pricing initiatives, including annual price increases, GPO pricing updates, contracted account pricing, hospital system pricing, distributor pricing, and account-specific pricing programs. Own the end-to-end implementation, maintenance, validation, and auditing of pricing updates across Salesforce, ERP, CRM, and related systems, ensuring pricing accuracy, data integrity, and alignment with approved commercial agreements. Serve as the primary business resource and decision-maker for pricing implementation, contract administration, account-specific pricing structures, GPO pricing, rebate administration, and related commercial operations processes. Independently evaluate pricing requests, contract requirements, account structures, operational impacts, and implementation risks to determine the appropriate course of action within established company policies and authorization guidelines. Lead cross-functional coordination with Corporate Accounts, Sales Operations, Finance, Legal, and Customer Operations to drive successful implementation of pricing initiatives, contract amendments, commercial programs, and account-specific requirements. Own contract administration activities, including execution tracking, renewal management, amendment coordination, documentation oversight, operational implementation, and ongoing compliance monitoring of approved agreements. Lead investigation and resolution of complex pricing, contract, rebate, and reporting issues that may impact revenue realization, customer experience, compliance, or operational performance. Own the creation, maintenance, reconciliation, and analysis of monthly and quarterly GPO, hospital system, rebate administration, and pricing reports to support operational execution and financial accuracy. Lead continuous improvement initiatives across pricing, contracts, reporting, and customer operations by identifying process gaps and implementing scalable solutions that improve accuracy, compliance, efficiency, and customer experience. Customer Operations & Commercial Support Serve as the subject matter expert for contracts, pricing, and commercial processes, providing guidance to internal stakeholders and supporting execution of business initiatives. Manage customer accounts, order processing, and account-related inquiries, ensuring compliance with pricing, contract terms, and operational requirements. Lead resolution of customer complaints, product returns, replacements, and domestic and international Return Material Authorizations (RMAs) in accordance with company procedures and quality requirements. Own Customer Operations activities related to international distributor onboarding, operational support, and international RMA administration, serving as the primary operational contact for distributor-related matters. Own administration of consignment processes for customers operating under executed consignment agreements, including account setup, inventory tracking, reconciliation activities, documentation management, and issue resolution. Maintain accuracy, integrity, and audit readiness of customer, contract, and pricing data across Salesforce, ERP, CRM, and related systems. Partner cross-functionally to resolve operational issues and support execution of commercial initiatives. Develop and maintain SOPs, reports, training materials, and operational documentation; provide guidance to team members Support audits, compliance reviews, special projects, and evolving business initiatives as needed to support the continued growth and operational needs of the organization. Requirements Education/Training Associate or Bachelor’s degree required. Experience Minimum of 5 years of progressive experience in customer service, customer operations, commercial operations, order management, contracts administration, pricing administration, or a related operational role. Experience in the medical device, biotechnology, pharmaceutical, healthcare, or other regulated industry strongly preferred. Demonstrated experience managing complex order, pricing, contract, account setup, reporting, or CRM workflows with cross-functional stakeholders. Experience with Salesforce CRM and ERP systems is required. Familiarity with Five(.com), Microsoft Dynamics, GPO pricing, rebate administration, consignment workflows, and healthcare customer account structures preferred. Strong Excel and Microsoft Office Suite skills. Special Knowledge/Skills Excellent written and verbal communication skills, including the ability to communicate clearly with Sales, Finance, Legal, Quality, Logistics, field teams, customers, and leadership. Collaborative, service-oriented mindset with a commitment to customer experience, compliance, quality, and operational excellence. Highly organized with strong attention to detail and accuracy. Strong problem-solving skills and a collaborative mindset. Ability to prioritize and manage multiple tasks in a fast-paced environment. AVITA Medical is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All employment decisions are based on qualifications, merit, and business need. Your Physical Work Environment Will Require: The physical demands described here are representative of those that must be met by an individual to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit, talk, and hear, stand, walk and/or balance, use hands and fingers to type, handle, feel, grasp, push, and pull. Hand-eye coordination necessary to operate computers and various pieces of office equipment. Specific vision abilities required by this job include close vision and the ability to adjust focus. The individual is frequently required to reach with hands and arms, and repetitive motion. The individual is occasionally required to stoop, kneel, or crouch. The individual may occasionally lift and/or move up to 25 pounds. AVITA Medical is an E-Verify participant. AVITA Medical recognizes the role of information security in ensuring that users have access to the information they require to carry out their work in a secure manner. AVITA Medical is committed to protecting the security of its information and information systems. As such, each role within AVITA Medical must demonstrate the same commitment to information security. #J-18808-Ljbffr