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Customer Care Manager

2 months ago

Durham, United States HUMACYTE GLOBAL INC Full time
Job DescriptionJob Description

COMPANY: Humacyte Inc (Nasdaq: HUMA) is developing a disruptive biotechnology platform to deliver universally implantable bioengineered human tissues, advanced tissue constructs, and organ systems designed to improve the lives of patients and transform the practice of medicine. The Company develops and manufactures acellular tissues to treat a wide range of diseases, injuries, and chronic conditions. Humacyte’s initial opportunity, a portfolio of Acellular Tissue Engineered Vessel (ATEVs), is currently in late-stage clinical trials targeting multiple vascular applications, including vascular trauma repair, AV access for hemodialysis, and peripheral arterial disease. Preclinical development is also underway in coronary artery bypass grafts, pediatric heart surgery, treatment of type 1 diabetes, and multiple novel cell and tissue applications. Humacyte’s 6mm ATEV for AV access in hemodialysis was the first product candidate to receive the FDA’s Regenerative Medicine Advanced Therapy (RMAT) designation and has also received FDA Fast Track designation. Humacyte’s 6mm ATEV for urgent arterial repair following extremity vascular trauma also has received an RMAT designation. The ATEV received priority designation for the treatment of vascular trauma by the U.S. Secretary of Defense. For more information, visit www.Humacyte.com.

JOB SUMMARY:The Customer Care Manager will lead and inspire a best-in-class customer care organization that delivers results, exceeds expectations and delights the customer. Reporting to the Director of Commercial Operations, you will be the first line of communication with our customers and sales team. Providing a seamless, professional and efficient response to orders and inquiries is crucial to the success of our business as well as proactively taking steps to enhance the customer experience. As a Customer Care Manager, you will provide comprehensive service in a high performance, customer-focused environment, while always understanding there is a patient in need at the end of every interaction.If you possess the following and want to make a meaningful impact, we invite you to explore this opportunity.ESSENTIAL FUNCTIONS:· Create an sustain a winning culture based on trust and accountability, holding self and team members to a high standard of excellence· Coach, develop and retain a high performing customer care organization· Present performance statistics and trends to the Humacyte Leadership team· Collaborate with the field sales team on the development and maintenance of customer relationships.· Demonstrate operational excellence· Effectively and efficiently manage the entire order to cash process, including new customer setup, order processing, customer returns, consignment process management, inventory reconciliation and other customer facing tasks.· Subject matter expert in all processes and proposes recommendations for improvements that will improve accuracy and efficiency in the order to cash processes.· Ensures positive, timely and effective partnership with the Supply Chain team to guarantee customer orders are processed as requested and delivered to the customer as expected.· Manages all daily activities through multiple channels and prioritizing execution to meet the needs of the customer and the business, to include inbound calls, inbound emails, and website inquiries via the Humacyte service ticket system.· Utilizes strategic thinking, strong time management and organizational skills to complete assigned activities and tasks on-time, efficiently and effectively.· Represents the organization in a positive and highly professional manner with both internal and external stakeholders.EXPERIENCE & QUALIFICATIONS:· Bachelor’s degree with 5+ years of Customer Service management (must have directly managed other employees) experience and supporting a field sales organization.· Possess a positive roll-up-the-sleeves attitude and optimistic outlook.· Effective communication skills, leadership presence and emphasizing excellence in service.· Experience in medical device or biotech industry is required.· Experience and understanding of the product flow within the hospital setting, receiving, inventory management and operating room processes.· Demonstrated ability to interact with internal and external customers and business partners in resolving issues and removing obstacles that impact customer satisfaction.· Possess the ability to think strategically, while managing all daily activities through multiple channels and prioritizing execution.· Demonstrates excellence in execution successfully achieving all assigned performance metrics.· Experience with ERP software and inventory management systems, Great Plains experience is a plus.· Strong and demonstrated knowledge of the commercial order to cash process.· Established skills in the Microsoft family of products.· Strong emotional intelligence with excellent verbal and written communication skills and active listening skills· Exhibits strong teamwork, drive, resiliency, passion, integrity, courage and work ethic while being highly accountable· Demonstrates effective organization, time and resource management through planning and prioritization· Demonstrates dependability, patience and flexibility with a positive attitude and solutions mindset. Thrives in a fast-paced dynamic environment· Represents the organization in a positive and professional manner

COMPENSATION & BENEFITS HIGHLIGHTS:

  • Stock Options
  • 401k Plan with 4% Match and no Vesting Schedule
  • Medical, Vision and Dental Plans
  • Company Paid Long Term/Short Term Disability
  • Company Paid Life Insurance
  • 23 Days Paid Time Off (PTO)
  • 10 Company Designated Holidays + 2 Floating Holidays
  • Paid Parental Leave Policies

** Please note, Humacyte does not provide U.S. employment sponsorship and does not accept unsolicited resumes from 3rd party firms and/or agency recruiters. **

The statements in this position profile are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of responsibilities, duties, and skills required of personnel so classified. The manager may assign additional responsibilities and assignments from time to time. Humacyte is an equal opportunity employer and is committed to providing equal employment opportunities without regard to age, race, religion, sex, sexual orientation, gender identity, national origin, Veterans status, disability and/or other protected class characteristics. Additionally, Humacyte is committed to achieving its business objectives in compliance with all federal, state and local law.