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Customer Care Associate, Senior

2 months ago

Cambridge, United States Vericel® Corporation Full time

Vericel Corporation, a leader in advanced therapies for the sports medicine and severe burn care markets, has an exciting opportunity for a top performing customer care professional looking to join and contribute to a commercial stage company with an established portfolio of unique advanced cell therapies and specialty biologics. Reporting directly to Customer Care Management at Vericel, this is a great opportunity to join a high growth company with a strong balance sheet supported by a talented team of professionals who are committed to improving the lives of the patients we serve.


POSITION SUMMARY

The Customer Care Associate, Senior is responsible for completing and providing guidance to other team members for the following functions: 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.


DUTIES AND RESPONSIBILITIES

Core Responsibilities:

All duties of Customer Care Associate, plus:

  • Manage and analyze account information to drive business decisions and better serve our customers.
  • Leverage existing customer relationships to adapt as the business landscape changes.
  • Partner with both internal and external customers to identify and resolve issues that might interfere with patient treatment and minimize complications for customers.
  • Provide education and assistance to customers inquiring about Vericel products or services via the Vericel toll free number.
  • Coordinate all aspects of order delivery to ensure timely and accurate receipt of product.
  • Manage or participate in special individual or team projects.
  • Be available on-call on a rotating schedule.
  • Solve for complex logistical challenges.
  • Provide support and training for junior Customer Care team members.
  • Other duties as assigned.


Leadership Responsibilities:

  • Understanding, observing, and adhering to the goals and policies outlined in Vericel’s Code of Business Conduct and Ethics
  • 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.
  • Serving as role models for our fellow employees and business partners by acting responsibly, fairly, and honestly in our dealings and exercising sound judgment in performing our jobs.


QUALIFICATIONS, EDUCATION AND EXPERIENCE

Basic Qualifications:

  • Bachelor's degree or equivalent with 2+ years of customer service experience.
  • High school diploma or equivalent with 6+ years of customer service experience.

Preferred Qualifications:

  • Professional and friendly manner.
  • Proficient in MS Office suite, especially Outlook, Word and Excel.
  • Complex order and final product delivery experience.
  • Proven organizational, communication and computer skills.
  • Must be attentive to detail and able to handle a dynamic and complex environment.
  • Effective organization and prioritization skills as well as keen attention to detail.
  • Strong written and verbal communication skills including excellent documentation practices


WORKING CONDITIONS AND PHYSICAL DEMANDS

  • Ability to work flexible schedule.


EEO Statement

All applicants will receive consideration for employment without regard to their race, color, religion, sex, national origin, sexual orientation, gender identity, or protected veteran status and will receive consideration for employment and will not be discriminated against on the basis of disability. Vericel Corporation is an Equal Opportunity/Affirmative Action Employer.

Vericel Corporation is VEVRAA federal contractor and desires priority referrals of protected veterans for job openings at all locations within the state.