Customer Care Associate

Customer Care Associate

POSITION SUMMARY

Department Description:

Vericel Customer Care Department is responsible for order processing and provides optimum service to both internal and external customers.

Position Summary:

The Customer Care Associate provides daily support for all duties relating to the processing of customer orders via telephone, fax, email, mail orders, price checks, tracking of orders, and confirmation of discounts all within a cGMP environment.

ESSENTIAL FUNCTIONS

Core Responsibilities:

• Provide optimal customer service.  All activities are conducted in accordance with company policy, SOPs and HIPAA, FDA, or other internal/external regulatory requirements.
• Promote quality customer service standards to ensure high levels are achieved.
• Resolve complex problems, gather and interpret data.
• Participate in internal and external audits.
• Work closely with the sales organization to resolve complex customer issues pertaining to daily operations.
• Effectively build working relationships with various internal/external groups such as: Manufacturing, Distribution, Sales, Marketing, Finance, QA, etc.
• Utilize superior written, verbal and phone skills to handle sensitive information in a timely and organized manner.
• Contribute to or manage special projects, or perform additional responsibilities as assigned by manager.
• Be available on-call on a rotating schedule.
• Other duties as assigned.

QUALIFICATIONS, EDUCATION AND EXPERIENCE

Leadership Qualifications:   

An ongoing commitment to conducting our global business according to the highest legal and ethical standards, and to continually pursue excellence in the development and delivery of all of our products and services. This includes:

• Respecting the laws and operating within the applicable regulations of the places in which we conduct business, as well as our own Company policies and procedures.
• Being honest and treating people with respect and courtesy.
• Constantly striving to make Vericel a great place to work, and a company respected for the quality of its people and products.
• Acting as role models for our fellow employees by acting responsibly, fairly, and honestly in our dealings and exercising sound judgment in performing our jobs.

Basic Qualifications:

• High School diploma or equivalent and 2+ years of customer service experience.
• Proficient in Microsoft Office Outlook, Word, and Excel.

Preferred Qualifications:

• Bachelors degree.
• Experience in ERP systems.

WORKING CONDITIONS AND PHYSICAL DEMANDS

• Able to work a flexible schedule.

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