Customer Service Associate

1 week ago

Alachua, United States RTI Surgical Inc Full time
Job DescriptionJob Description

Remote or onsite in Alachua, FL

While this is intended to be an accurate reflection of the current job, it is not necessarily an exhaustive list of all responsibilities, skills, duties, requirements, or working conditions associated with the job. RTI Surgical, Inc., reserves the right to revise the job or require that other or different tasks are performed when circumstances warrant (i.e., emergencies, changes in personnel or staffing, workload, or technical developments).


SUMMARY:

RTI Surgical (RTI) is a global industry-leading contract development and manufacturing organization (CDMO) in regenerative medicine. As the only regenerative medicine company that offers a differentiated portfolio of allograft and xenograft biomaterials at scale, RTI provides customers across a diverse set of market segments with leading-edge expertise, scale, and flexibility across end-to-end services including design, development, regulatory support, verification and validation, manufacturing, and supply chain management. RTI is headquartered in Alachua, FL, and has manufacturing facilities in West Lafayette, Indiana and Neunkirchen, Germany.


RTI is rooted in a steadfast commitment to quality, integrity, and patient safety with a focus on five key values:

  • Accountable: We own our actions and decisions.
  • Agile: We embrace change to stay ahead of the curve and evolve to drive innovation and growth.
  • Growth Mindset: We embrace challenges as opportunities for continuous learning.
  • Customer-Centric: We prioritize customers at every touch point.
  • Inclusive: We thrive on the richness of our diversity and ensure every voice is heard, respected, and celebrated.

At RTI Surgical, we are committed to fostering an inclusive workplace where we embrace the richness of our diversity and ensure that every voice is heard, respected, and celebrated. We believe that by embracing diversity and promoting inclusivity, we not only uphold our values but also strengthen our position as the CDMO of Choice in regenerative medicine solutions. We recognize that cultivating a growth mindset is essential to our success, and we are dedicated to continuous learning and improvement in our diversity, equity, and inclusion efforts. Through accountability and action, we strive to create an environment where individuals can thrive, innovate, and contribute their unique perspectives to drive our collective success.


Montagu Private Equity (“Montagu”), a leading European private equity firm, acquired RTI in 2020 and has supported the transformation of the company to its next level of potential.


RESPONSIBILITIES:

  • Anticipates customer and administrative needs, provides issue resolution, and delivers a high level of service to internal and external customers and distributors
  • Interacts professionally with customers to process orders, product returns, product complaints, billing inquiries, invoices, and consignment requests, and provides information about products and services with high attention to detail
  • Answers and assists customers in a call center environment with moderate call volume.
  • Utilizes knowledge of the company’s pricing structure, verification procedures, and contractual obligations to ensure a high level of accuracy in invoicing and revenue registration
  • Intakes customer information and maintains account records to create a great custom experience for each customer with a high degree of organization
  • Ensures on-time customer delivery by understanding international shipment requirements and regulations for export shipments
  • Manages multiple shared inbox groups in close collaboration with a team and self-manages time and priorities
  • Understands all state and federal regulatory guidelines related to handling and distribution of human tissue applicable to commercial team
  • Other duties as assigned


REQUIREMENTS

Education:

High School Diploma or equivalent


Experience:

1-2 years of customer service and/or call center experience


Skills:

  • Phone systems
  • Microsoft Suite; Intermediate Excel
  • Strong written and verbal communication
  • Enterprise Resource Planning (ERP) software
  • Data Entry, 40+ words per minute

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