Customer Care Specialist

div class="content-intro"pAxogen is committed to building and maintaining a strong and gratifying company culture that fosters professional growth. Our hands-on and personal approach makes transitioning to a new job a seamless and enjoyable process. Most benefits are effective on day one!nbsp;nbsp;/p pAxogen is an equal opportunity employer and does not discriminate against applicants on the basis of race, color, creed, religion, ancestry, age, sex, marital status, national origin, disability or veteran status.nbsp;/p pnbsp;Why you’ll love working atnbsp;Axogen:nbsp;/p ul liFriendly, open,nbsp;andnbsp;funnbsp;team culturenbsp;that values uniquenbsp;perspectivesnbsp;/li liCompany-wide dedicationnbsp;to profoundly impacting patients’ livesnbsp;/li liComprehensive, high-quality benefitsnbsp;package effective on date of hirenbsp;/li liEducationalnbsp;assistancenbsp;available for all employeesnbsp;/li liMatching 401(k)nbsp;retirementnbsp;plannbsp;/li liPaid holidays,nbsp;including floating holidays,nbsp;to be used at your discretionnbsp;/li liEmployee Stock Purchase Plannbsp;/li liReferral incentive programnbsp;/li /ul pstrongAxogen Mission and Business Purpose/strong/p pOur business purpose is to restore health and improve quality of life by making restoration of peripheral nerve function an expected standard of care. We aim to lead the markets we serve by always requiring the solutions we offer patients and caregivers provide an improved benefit-to-risk profile as compared to existing standards of care. To ensure we deliver improved benefit-to-risk solutions, we will guide and expect the market and design requirement specifications underlying our engineering, business development, and clinical research activities, objectively target advancements in standards of care./p/divpstrongJob Summary of the Customer Care Specialist/strong/p pThe Customer Care Specialist is crucial to the function of Axogen by acting as an intermediary between the medical facilities, sales team, internal Axogen departments, and external shipping companies to process domestic shipping requests and ensure required product is delivered to the destination. The Customer Care Specialist will utilize a variety of programs and platforms to pull information and data, oversee field inventory, and process shipments. When challenges arise, the Customer Care Specialist will analyze each specific situation, offer possible solutions to the internal and external customer, and follow through in a professional manner with the appropriate course of action to facilitate the best possible outcome./p pstrongRequirements of the Customer Care Specialist/strong/p ul liHigh School Diploma or equivalent, AA degree preferred/li liProficient using Microsoft Office applications/li liMinimum of 3 years of Customer Service experience required./li liBusiness to business experience or customer service in a fast-paced environment, including insurance, sales and product support preferred./li liMust be detailed oriented and make sound decisions/li liExperience with a Customer Relationship Management System (CRM)nbsp;/li liMust be flexible and available to work rotating evenings and on-call rotating weekends/li liStrong analytical and problem-solving skills with the ability to multi-task/li liStrong written and verbal communication and negotiation skills/li liBe a team player!/li liEffective time management and organizational skills/li /ul pstrongResponsibilities of the Customer Care Specialist/strong/p pThe specific duties of the Customer Care Specialist include but are not limited to:/p ul liComplies with all company policies, procedures and SOPs./li liExecute Customer Care Department critical tasks such as order processing from customers and area sales managers (ASM), billing, basic inventory management, complaint handling, partnering with other internal departments on customer and patient inquiries, and managing delayed or misrouted shipments. When delivery issues arise, collaborate with the internal sales team, the shipping company, and the end customer to ensure a positive outcome in a timely matter./li liCoordinate complex customer interactions and communicate in writing or verbally in a professional manner that positively represents the Axogen mission./li liAssist internal sales team members and external customers with questions concerning orders, returns, invoices, inventory, shipments, contracts, and contact information. Understand and utilize a variety of internal programs and databases to inventory and contract inconsistencies./li liReceive, evaluate, and verify all purchase orders for accuracy in pricing, lot numbers, parent account affiliation, and shipping information./li liProcess consignment, direct sales, and billing orders received via EDI, email, fax, and phone. Ensure each order and billing type is handled, processed, and shipped in an accurate and timely manner to meet urgent deadlines./li liAct as a liaison between the customer and the quality department when grievances, complaints or suggestions are received./li liRoute external inquiries to the designated departments for further investigation or follow-up./li liRequired to field inbound calls from internal and external customers answering product, process and shipment questions. Follow up as needed with excellent customer service./li liActively contribute to the Customer Care team in order to complete tasks, meet goals, and manage projects./li /ul pstrongLocation/strong/p p111 W. Oak Ave. Tampa, FL/p p#LI-AC1/p pstrongBenefits/Compensation/strong/pdiv class="content-pay-transparency"div class="pay-input"div class="description"pThis position is eligible for an annual bonus./p pBenefits offered for this position include Health, Dental, Vision, Matching 401K, Paid Time Off, 9 Paid Holidays + 3 Floating Holidays, Dependent Care Flexible Spending Accounts, Medical Flexible Spending Accounts, Tuition Reimbursement, Paid Parental Leave, Paid Caregiver Leave, Basic Life Insurance, Supplemental Life Insurance, Employee Stock Purchase Plan, and Disability Insurance, as described in more detail in summary plan descriptions./p/divdiv class="title"Hourly Pay Range/divdiv class="pay-range"span$22/spanspan class="divider"mdash;/spanspan$24 USD/span/div/div/divdiv class="content-conclusion"pAxogen follows healthcare system guidelines with respect to credentialing, vaccinations and other employment/compliance related requirements, as well as CDC guidance. Axogen reserves the right to amend its policies from time to time in its sole discretion./p/div