Customer Support Specialist

Job Description

Biocomposites, Inc., a US company based in Wilmington, NC is a subsidiary of Biocomposites, Ltd., an international medical devices company that engineers, manufactures and markets world leading calcium compounds, including STIMULAN, a truly absorbable calcium sulfate recrystallized for use in the presence of infection. Based in Keele, UK, it has global operations across USA, Canada, Europe, China and India.

At Biocomposites we are proud of our series of world firsts. For us, innovation is an ongoing process. Our continuing investment in proprietary technologies has resulted in over 100 IP grants and registrations and positioned us at the frontier of musculoskeletal infection, trauma, spine and sports injuries.

Our products target a broad spectrum of devices ranging from bone grafts to matrices that can be used in the presence of infection. Possessing unique characteristics for regenerating bone and managing dead space, our products are opening new possibilities for surgeons around the world.

We are distinct in that our team of specialists is singularly focused on the development of innovative calcium compounds and all research, manufacture and distribution takes place at our headquarters in Keele, England. In 2022, Her Majesty the Queen honored us with two Queen's Awards for Enterprise in Innovation and International Trade in recognition of the impact of STIMULAN in infection cases and our outstanding continuous growth in overseas sales of more than 200% over six years.

Biocomposites products are now used in over 120,000 procedures every year and sold in more than 40 countries around the world.

POSITION PURPOSE:

As a Customer Support Specialist, you'll play a pivotal role as the primary point of contact between our customers and our company. Your responsibilities encompass assisting customers with order placements, addressing inquiries, managing shipments, handling complaints, and providing resolution to various queries. Utilizing Epicor, you'll proficiently process order-related paperwork while ensuring accurate documentation. Tracking order statuses and maintaining customer interactions through our CRM system are also key components of your role.

RESPONSIBILITIES:

• Prepare sales orders for computer entry and ensure timely processing for same-day shipping.
• Verify accuracy in shipped items and oversee timely delivery to designated locations.
• Execute and oversee programs and projects as directed by the Customer Service Manager, ensuring successful completion.
• Generate memos, emails, and reports as necessary.
• Promptly respond to inquiries and requests for information.
• Handle incoming calls and provide receptionist support as needed.
• Act as a liaison between the Sales Team, Customers, and other departments.
• Communicate with customers via phone and email to verify account and order details.
• Securely record payment information and other relevant data such as purchase order numbers and credit card details.
• Maintain confidentiality in handling sensitive information.
• Adhere to all company policies and procedures.

REQUIRED EXPERIENCE:

• Proficiency in MS Office suite, particularly Outlook, Word, Excel, and PowerPoint.
• Detail-oriented with the ability to thrive in a dynamic office setting.
• Exceptional communication skills, both verbal and written, including adeptness in email correspondence and memo drafting.
• Competency in operating standard office equipment.
• Strong organizational skills and a commitment to meeting deadlines.
• Ability to multitask efficiently while managing complex schedules.
• Team player with the capability to work independently when required.
• Punctuality and reliability in adhering to designated work hours.

DAILY HOURS

Monday to Friday, 8:00 am - 5:00 pm (Normal Range – may extend to 7:00 pm during month-end)

What do we offer?

Competitive salary and benefits With us, you will receive a competitive salary package and benefits.

We grow talent. At Biocomposites we create opportunities to thrive and grow.

One Biocomposites – team spirit & engagement. Our culture is important and we strive to create engaged and inclusive global teams that encourage colleagues to share their diverse perspectives and opinions.

Who do we look for?

People who are passionate about what we do.

People who are open minded to evolving the way we work.

People who can work together to transform outcomes and change lives.