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Virtual Client Services Account Representative

2 months ago

Canton, Massachusetts, United States Organogenesis Full time

Remote Customer Service Account Specialist

Company: Organogenesis

Job Category: Customer Service

At Organogenesis, we are committed to fostering exceptional talent and providing unique career opportunities. Join our team where you can grow both professionally and personally while contributing to our mission of Empowering Healing. We offer a comprehensive benefits package, avenues for career advancement, and the chance to make a meaningful impact in the healthcare sector.

Position Overview:

This role involves managing the customer master record, establishing and updating accounts for new contracts, and overseeing our hospital chain and GPO contracts to ensure accurate customer account information.

Key Responsibilities:

  • Process all incoming Direct Purchase Agreements and collaborate with customers and sales representatives to collect necessary documentation.
  • Create and maintain new customer accounts.
  • Secure signatures on agreements.
  • Build and nurture strong relationships with customers, sales representatives, and internal departments.
  • Ensure compliance with all standard operating procedures, protocols, policies, regulatory requirements, and current Good Manufacturing Practices (cGMPs).
  • Coordinate with internal teams on special hospital chain or GPO contracts.
  • Monitor customer participation in special contracts and update accounts as needed.
  • Maintain the integrity of the customer master record.
  • Identify and resolve issues related to daily operational processes.
  • Keep management informed of potential challenges.
  • Participate in sales representative training, meetings, and calls as directed by management.
  • Perform additional duties as assigned by management.

Qualifications:

Preferred Education and Experience:

  • Bachelor's degree is preferred.
  • 3-5 years of experience in customer service or a related field.
  • Familiarity with contracts is advantageous.
  • Experience in a manufacturing environment, particularly within the medical device, biotechnology, or healthcare industries.

Skills and Abilities:

  • Flexibility in work schedule to adapt to business needs.
  • Ability to investigate and resolve pricing discrepancies.
  • Timely and accurate reporting capabilities.
  • Proficient problem-solving skills.
  • Exceptional verbal and written communication skills.
  • Technologically adept, with proficiency in Microsoft Office and Excel; knowledge of Microsoft Dynamics AX (ERP) is a plus.
  • Strong attention to detail and follow-through.
  • Excellent organizational and multitasking abilities, with a capacity to work effectively under tight deadlines.
  • Commitment to providing the highest level of customer service.
  • Motivated to enhance personal and departmental performance through continuous improvement.

Physical Requirements:

This position may involve repetitive motions, including wrist, hand, and finger movements, as well as prolonged periods of sitting or standing. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Environmental Conditions:

The role primarily involves sedentary work.