Customer Care Specialist

Axogen is hiring a Customer Care Specialist in Alachua or Tampa, FL!

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 international and 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
• Detailed oriented
• Excellent problem-solving skills
• 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, billing, basic inventory management, complaint handling, partnering with other internal departments on customer and patient inquiries, and managing delayed or misrouted shipments.
• Coordinate complex customer interactions and communicate in writing or verbally in a professional manner that positively represents the Axogen mission.
• 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.
• 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 solve straight-forward inventory and contract inconsistencies.
• When delivery issues arise, collaborate with the internal sales team, the shipping company, and the end customer to ensure a positive outcome.
• Know and apply the Quality System. Reference appropriate internal, Federal and International standards and regulations for each individual destination country.
• Performs all other duties as assigned by manager.

Location

13631 Progress Blvd., Alachua, FL 32615

OR

111 West Oak Ave., Tampa, FL  33602

Compensation

The anticipated base wage or salary range for this position is $35,020 - $43,775.

The anticipated range for target compensation in the form of an annual bonus of 10% of base. 

Benefits offered for this position include Health, Dental, Vision, Matching 401K, Paid Time Off, 9 Paid Holidays + 2 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, Equity, and Disability insurance, as described in more detail in summary plan descriptions.

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