Customer Operations Representative

Customer Operations Representative

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.

Our flagship technology, RECELL, uses a patient's own skin to create Spray-On Skin at the point of care, enabling faster healing for patients with serious wounds, including burns and trauma. In the U.S., we also bring forward advanced wound care solutions such as Cohealyx and PermeaDerm, expanding our ability to support clinicians across the continuum of care.

At AVITA Medical, we are united by a shared purpose: to help patients heal faster - and to make a meaningful difference when it matters most.

Position Summary

The Customer Operations Representative serves as a central point of contact for customers, hospitals, field sales, and internal teams. This role oversees order management, customer service, contract and Salesforce administration, and product consignment support across the company's innovative wound care product portfolio. They must thrive in a fast-paced, highly collaborative environment and display passion to deliver a positive customer experience through accurate order fulfillment, thoughtful problem-solving, and timely communication. This role will support Avita Medical's full product portfolio and assist with the rollout of new product lines.

Key Responsibilities

• Provide customer service by telephone and email to hospitals, physicians, purchasing departments, patients, and other stakeholders.
• Accurately process all Avita Medical purchase orders, both domestic and international.
• Verify and maintain customer account details, including physician certifications, billing, and hospital credentials.
• Handle and resolve customer complaints by identifying problems, proposing solutions, and ensuring follow-up.
• Process returns material authorizations (RMAs) and document all product returns and complaints in accordance with company policies.
• Maintain records of customer interactions and service issues.
• Assist sales team with quotes, customer requests, and coordination.
• Direct unresolved inquiries to appropriate resources and departments.
• Ensure the accurate application of contract terms for all customer interactions including pricing groups, shipping terms, and consignment arrangements. Thorough understanding of AVITA's contracting process and implantation timelines, close coordination with Director of National Accounts/Contracts with regards to changes and updates.

• Maintain accurate and current customer, contact, and contract information in designated software platforms (e.g., Salesforce CRM).
• Process leads and inquiries through CRM and ensure proper routing.
• Assist in creating, managing, and archiving contracts, pricing agreements, and other documentation.
• Monitor contract status and coordinate renewals with sales and legal.
• Generate reports and dashboards as needed to support business operations.

• Support the management of consigned inventory at customer sites, including evaluation and clinical product tracking.
• Coordinate with the field team to ensure timely scanning and reconciliation of product.
• Serve as a liaison between field representatives and internal departments to support account needs.
• Ensure consignment records are accurate and reconciliations are completed quarterly.

• Collaborate with teams including Sales, Finance, Inventory Management, Quality, Marketing, and Logistics.
• Support performance and improvement initiatives and special projects assigned.
• Maintain up-to-date logs, reports, and documentation relevant to customer and operations support.

Requirements

Education/Training

• Minimum of two-years of university coursework. Associate or bachelor's degree preferred.

Experience

• Minimum of 2 years of experience in customer service, operations, or order management role.
• Experience in the medical device or healthcare industry is strongly preferred.
• Experience with Salesforce CRM and ERP systems is required.
• Familiarity with Five(.com) and Microsoft Dynamics preferred.
• Strong Excel and Microsoft Office Suite skills.

Special Knowledge/Skills

• Excellent communication skills, both written and verbal.
• Strong cross-functional communication and collaboration skills.
• 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 needs.

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 is 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.