Customer Care Representative

ABH has more than 120 employees committed to producing and distributing Dermagraft, a break-through product for the treatment of diabetic foot ulcers. In addition to current efforts related to Dermagraft, the Company continues to evaluate out-license and in-license opportunities to expand its role as one of the premier regenerative medicine companies in the world. We currently have an opening at our La Jolla manufacturing facility for a Customer Care Representative.

 

This position is responsible for the customer care delivery functions which will include logging customer complaints, order entry, and order tracking.  This position will also initiate escalation of an issue and be an integral part of the resolution and closure of the same such issue. 

 

 ESSENTIAL DUTIES AND RESPONSIBILITIES include the following:

 Other duties may be assigned.

Accurately takes, enters and confirms ordersSets up new customer accountsResponds to customer requests as requiredProcesses returns & creditsLogs product complaintsTracks shipped orders & notifies customers of delaysContacts shipping carriers regarding delayed shipments & follows through with customers, shipping carriers and sales reps until final resolutionRespond to questions/requests of Sales Teams & advises them of issues in the fieldMakes outbound calls to customers as requiredRuns & collaborates daily Shipping Reports & Daily Sales ReportsPerforms routine administrative functions (i.e. filing, collating invoice documents, etc)

QUALIFICATIONS 

 

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 

v  Candidate must be sincerely dedicated to providing superior Customer Service

 

v  Candidate must possess excellent verbal & written communication skills with attention to detail

 

v  Candidate must be a flexible team player that works effectively with fellow employees as well as outside customers, Sales Team & Management

 

v  Candidate must be able to multitask, work independently & possess outstanding problem solving skills

 

 

EDUCATION and/or EXPERIENCE

 

High school diploma or general education degree (GED) plus a minimum of 3 years customer service experience.  Experience working in healthcare and/ or medical device business is preferred.  Knowledge of medical terminology is helpful.  Qualified candidate must possess the following:  experience handling inbound calls, sometimes of a sensitive nature, excellent verbal and written communication skills, and ability to work independently and as part of a team, customer service knowledge with problem resolution skills, ability to follow established departmental policies and procedures, and personal computer/software proficiency. Representative must be able to handle inquires with tack, courtesy and social sensitivity.

 

LANGUAGE SKILLS

 

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.  Ability to write routine reports and correspondence.  Ability to speak effectively before groups of customers or employees of organization.

 

MATHEMATICAL SKILLS

 

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume.  Ability to apply concepts of basic algebra and geometry.

 

REASONING ABILITY

 

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

 

PHYSICAL DEMANDS 

 

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 

Position operates in a normal office environment.  Must be able to sit and speak on phone for extended periods of time. 

 

Please take a look at our website at www.advancedbiohealing.com for further company information.

 

We offer a competetive benefits & compensation package.

 

All qualified resumes should be sent directly to careers@advancedbiohealing.com

 

 

We are an Equal Opportunity Employer.