What are the responsibilities and job description for the Customer Service Representative II position at Organogenesis?
About Us
We are a leading regenerative medicine company in the advanced and acute wound care space and are always looking for exceptional talent. Join a company where you will have an opportunity to grow professionally and personally and give strength to others by Empowering Healing. Our advanced wound care products are specially developed for the successful treatment of chronic and acute wounds. Our comprehensive portfolio of skin substitutes and other regenerative medicine products empower our patients with life-changing solutions. Our strength is giving others strength.
What You Will Achieve:
Answer incoming calls and emails from the Customer Service queue and to provide the highest level of customer service satisfaction possible for internal and external customers. The Customer Service Representative reports to the Supervisor, Customer Service West and works Monday-Friday from 11:30amEST8:30amPST - 8pmEST/5pmPST. This position can be a remote position.
How You Will Achieve It:
- Review and process phone, fax, and e-mailed orders into the order entry system to ensure that shipments are expedited timely and accurately.
- Develop strong relationships with customers and Sales Representatives.
- Provide customers with timely communications about products and the status of their orders.
- Responsible for adherence to all SOP’s, protocols, policies, regulatory requirements, and GMP’s.
- Investigate problems related to shipment of product, credits, and customer inquiries.
- Effectively interface with hospitals, wound care centers and physicians to ensure the highest level of customer service is attained.
- Keep up to date with product or service knowledge to effectively assist customers with their needs.
- Handle customer accounts, process payments, and assist with billing or other account-related issues.
- Maintain detailed records of customer interactions, including inquiries, complaints, and resolutions.
- Collaborate with other departments within the company, such as sales or marketing, to provide seamless customer experiences.
- Manage customer expectations and ensure that customers are satisfied with the level of service provided.
- Continuously improve customer service skills through training and feedback.
- Dept. Emails: Customers, TRS, PEPs, etc.
- Assist in training new CSRs accurately/effectively.
- Flexibility in daily work schedule to meet the changing needs of the business.
- Understand steps needed to resolve problems as they relate to day-to-day processes.
- Support International sales force with ease and process international orders.
- Compliance Reporting: CAPA/Recall tracking as directed.
- Track order shipments.
- Distribute work from central email box to individual work folders
- Process Technical Complaints as they come into the department and proceed as directed.
- Ability to investigate problems related to shipment of product, credits, and customer inquiries.
- Involvement in projects as directed by management while preforming the normal daily tasks.
- Other duties as assigned.