Customer Care Associate, II

Role Overview

• Provide exceptional customer service to both internal teams and external customers, including surgical teams
• Process and manage product orders via phone, email, and other communication channels
• Coordinate with internal departments and external partners (e.g., couriers, airlines) to ensure on-time delivery
• Support the sales organization in resolving complex customer and operational issues
• Maintain accurate and timely data entry and documentation
• Handle sensitive information with professionalism and confidentiality
• Ensure all activities comply with company policies, SOPs, HIPAA, FDA, and other regulatory requirements
• Analyze and resolve issues by gathering and interpreting relevant data
• Participate in internal and external audits as needed
• Build strong cross-functional relationships with Manufacturing, Distribution, Sales, Marketing, Finance, and Quality teams
• Contribute to special projects and additional initiatives as assigned
• Participate in a rotating overnight on-call schedule (one week per month)
• Perform other duties as assigned

Requirements

• Bachelor’s degree required
• 2+ years of professional work experience
• Prior experience in customer service, retail, healthcare, or other customer-facing roles
• Strong attention to detail with a high level of accuracy in data entry and documentation
• Excellent written, verbal, and phone communication skills
• Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment
• Proficiency in Microsoft Office (Outlook, Word, Excel)
• Experience with ERP and/or CRM systems preferred
• Ability to handle sensitive information with professionalism and discretion
• Experience working in a regulated environment (e.g., HIPAA, FDA) preferred

Tech Stack

• ERP

Benefits

• Cutting-Edge Science: Work with a leading regenerative medicine product that is transforming patient care.
• Career Growth: Be a part of a growing organization with opportunities to expand your impact.
• Collaborative Culture: Work alongside a team of dedicated professionals who are passionate about improving lives.