Customer Success Coordinator I - Field

AlloSource®; Maryland Heights (MO); Hybrid; USD 25,000 - 29,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Life insurance

AD&D

Disability insurance

403(b) plan

Paid time off

Job summary

AlloSource is seeking a Customer Success Coordinator II in Maryland Heights, MO to strengthen customer relationships with product expertise and proactive communication. The role supports sales and operations to ensure satisfaction and timely service in a team-based environment.

The position requires 2+ years in tissue bank/customer service or account management, and a strong command of Microsoft Office. A hybrid work arrangement is offered with competitive benefits and scheduled hours.

Qualifications

• High School diploma or equivalent
• 2+ years’ tissue bank, customer service, or account management experience
• Proficiency in Microsoft Office applications
• Ability to communicate in English proficiently (speaking, reading, writing, and comprehension)

Responsibilities

• Communicate with customers via multiple channels while maintaining a professional attitude.
• Lead point of contact for regional customers and support area manager.
• Coordinate with independent reps and contract customers to reserve allografts.
• Promote AlloSource allografts and provide feedback to Sales staff.
• Ensure timely delivery and resolve customer needs; determine actions for product availability.
• Resolve product or service problems by identifying root cause and ensuring customer satisfaction.

Skills

Customer service

Account management

English proficiency

Education

High School diploma

Tools

Microsoft Office

Job description

Would you like to grow your career while making a meaningful difference in people's lives? AlloSource, a leading life sciences organization headquartered in Centennial, CO, is dedicated to restoring hope to donor families and helping patients heal through innovative cellular and tissue allografts.

At AlloSource, you'll be part of a team whose work directly impacts patients across the globe. Every role contributes to our mission of advancing healing, improving quality of life, and helping save lives through the gift of donation.

We invest in our employees' health, financial security, professional growth, and overall well-being. Our comprehensive benefits package is designed to help you thrive both at work and at home.

Our exceptional benefits package Includes:

• Medical, Dental, & Vision Insurance with multiple plan options
• Company-Paid Life, AD&D, Short-Term & Long-Term Disability Insurance
• 403(b) Retirement Plan
• Generous Paid Time Off and 8 Paid Holidays

Summary:

The Customer Success Coordinator strengthens and develops relationships with customers by providing product expertise, focusing on timely and consistent communication, and meeting all customer needs. This position promotes a team-based approach to customer satisfaction, loyalty, retention and the overall customer experience. This position performs cross functional duties including distribution inventory control, and equipment monitoring and maintenance.

Anticipated Application Deadline: September 4, 2026

Pay: $18.50/hr. - $21.35/hr. based upon relevant experience

Shift: Monday – Friday:7:30 AM – 4:00 PM; hybrid schedule (four days per week in the office)

Location: 9 Worthington Access Dr. Maryland Heights, MO 63043

Essential Duties and Responsibilities

• Communicate with internal and external customers through various channels while maintaining a friendly, positive, empathetic and professional attitude and ensuring satisfaction.
• Represents the company, building and maintaining strong, long-lasting customer relationships within the assigned region. Operate as the lead point of contact for any related matter. Support the Area manager with general operations to help reach the team’s objectives.
• Partner directly with independent reps and contract customers to reserve allografts for surgery needs while managing commission coding.
• At the direction of sales staff, contact existing and prospective customers to promote AlloSource allografts and provide feedback toCustomer Success Coordinator II andsales staff.
• Ensure the timely and successful delivery of service according to customer needs and objectives. Anticipate and fulfill those needs while determining the appropriate actions in regard to availability of our products.
• Resolve field product or service problems by clarifying the customer's issue through active listening. Collaborate with team leadership to identify the root cause, and the best solution to resolve the problem to the customer’s satisfaction. Expedite the resolution and follow up to ensure the customer’s needs have been met. Initiate complaint investigations within 24 hours of complaint. Notifies receiving department and issues quarantine ticket.
• Accurately create and maintain customer accounts. Confirm all orders are entered precisely to the needs of the customer and track wins/losses on all entered orders.
• Obtain and evaluate all relevant information to handle product and service inquiries. Record and maintain key account information in the CRM notes and call log system.
• Process product orders, returns and credits. Facilitate shipment needs, coordinate transportation and provide pricing and delivery information to customers.
• Assist in the management of consignment and trial-based inventories in assigned areas. Support the area managers with quarterly cycle counts, monitor consignment tissue for expiration dates and returns.
• Participate in educational opportunities and demonstrate continuous expansion of product knowledge.
• Embrace a team-based mentality and willingness to assist peers, when needed. Communicate and coordinate with colleagues as necessary. Assist in training and mentoring newer team members to perform work activities such as using applications and sharing product knowledge. Contribute to team efforts by helping to achieve team and company objectives.
• Research inventory to confirm product availability relative to customer needs. Use reporting tools and product knowledge to communicate product availability and offer alternatives to the customer as needed.
• Tracks back-orders, reports and commissions paperwork including returns, pricing with sales representatives; returns and depositions.
• Manage personal and team calendars to ensure proper coverage.
• Rotate 24-hour on-call with other staff, as assigned, responding to customer telephone inquiries and orders after normal business hours which may or may not result in coming in to work
• Respond to freezer alarms for power outages, temperature monitoring and tissue transfer.
• Execute other office duties and accounting inquires, as assigned including credit holds and contacting customers with delinquent accounts to coordinate resolution.
• Process incoming and outgoing shipments; prepare packages for shipping; maintain records; check invoices and bills of lading; arrange for transportation; track shipments providing re-routing or expediting service as needed including delivery of late order shipments to the shipping carrier or the hospital.
• Receive, Store, Reallocate and Cycle Count Inventory. Maintain relevant quantity of inventories in warehouse. Disposition product to quarantine when applicable. Generate non-conformance QR tickets for compromised tissue and return shipment to the corporate facility. Run expiratory report and return tissue to the corporate facility with short outdates.
• In conjunction with equipment management, maintain office and tissue storage and monitoring equipment as well as associated records.
• Adhere to and promote proper practices and techniques which are consistent with current operating procedures, training requirements, safety practices and company policies.
• May perform other related duties and responsibilities as assigned.

Requirements:

• High School diploma or equivalent
• 2+ years’ tissue bank, customer service, or account management experience
• Proficiency in Microsoft Office applications
• Ability to communicate in English proficiently (speaking, reading, writing, and comprehension)

Preferred Experience:

• College education or equivalent experience in customer service training
• Experience in hospital operating room or purchasing functions or in another healthcare setting
• Previous lead generation experience
• Experience working with direct or independent sales representatives
• End-user ERP/CRM experience

EQUAL OPPORTUNITY and VERIFICATION OF ELIGIBILITY TO WORK IN U.S.

AlloSource is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, marital status, sex (including pregnancy, childbirth, and related medical conditions), sexual orientation, gender identity, national origin, age, disability, protected veteran status, or any other characteristic protected by applicable law.

AlloSource does not discriminate against qualified individuals with disabilities in regard to application procedures, hiring, advancement, discharge, compensation, training, or other terms, conditions, and privileges of employment. If you need a reasonable accommodation to apply for a position, please contact us at 720-873-0213 [e-mail] mail to 6278 S. Troy Circle Centennial, CO 80015.

For employment consideration, candidates must apply online, submit a current resume, and meet the minimum qualifications. We do not accept unsolicited resumes. Candidates located within a 50-mile radius of the hiring zip code may receive first consideration.All offers of employment are contingent upon successful completion of AlloSource's pre-employment screening process, which includes a background check, drug screening, education and employment verifications.

AlloSource uses E-Verify to confirm the employment eligibility of all newly hired employees. To learn more about E-Verify, including your rights and responsibilities, please visitwww.dhs.gov/E-Verify.