Healthcare Customer Care Specialist I

Vericel Corporation; New Jersey; Presencial; USD 50.000 - 55.000; Jornada completa

Descripción de la vacante

Vericel Corporation is seeking a Customer Care Associate I for its Burlington, MA location. This entry-level role supports customer and field sales teams, processes orders, coordinates delivery, and maintains accurate documentation in alignment with policies and regulatory requirements.

You will work with experienced team members to learn Vericel products, systems, and processes, building the skills to handle increasingly complex customer and order-related activities.

Formación

• High school diploma or equivalent required; Associate's or Bachelor's degree preferred.
• 1–2 years of customer service, healthcare, business operations, retail, hospitality, or other customer-facing experience.
• Strong customer-service orientation with a professional and responsive approach.
• Strong attention to detail and commitment to accuracy.
• Effective written and verbal communication skills.
• Ability to organize work, manage multiple priorities, and follow established processes.
• Demonstrated reliability and ability to follow through on commitments.
• Comfortable learning new systems, processes, and technical information.
• Proficiency with Microsoft Outlook, Word, and Excel.

Responsabilidades

• Provide responsive and professional customer service to Vericel customers and field sales representatives via telephone, email, and other approved communication channels.
• Support the processing of customer orders and requests for Vericel products, ensuring information is complete, accurate, and appropriately documented.
• Assist with order entry, order tracking, price verification, discount confirmation, delivery coordination, and other routine Customer Care activities.
• Coordinate with internal and external partners to help ensure timely and accurate product delivery.
• Respond to routine customer and field inquiries and appropriately escalates complex, urgent, or unusual situations to more experienced Customer Care team members or management.
• Develop working knowledge of Vericel products, customer requirements, ordering processes, and applicable systems.
• Maintain accurate customer, order, and transaction information in applicable systems and records.
• Follow established procedures and documentation requirements in accordance with company policies, SOPs, cGMP, HIPAA, FDA, and other applicable requirements.
• Partner with Manufacturing, Distribution, Sales, Marketing, Finance, Quality, and other internal functions to support customer and patient needs.
• Proactively follow up on open items and communicate status updates to customers, field representatives, and internal stakeholders as appropriate.
• Identify potential order or delivery issues and seek assistance to resolve them before they affect customer or patient needs.
• Participate in department training and develop proficiency in Customer Care systems, processes, and procedures.
• Support team projects, process improvements, and other Customer Care activities as assigned.
• Participate in rotating on-call coverage once appropriately trained and qualified.
• Other duties as assigned.

Conocimientos

Customer service

Communication

Attention to detail

Organizational skills

Reliability

Microsoft Office

Educación

High school diploma or equivalent

Associate's or Bachelor's degree preferred

Herramientas

Microsoft Outlook

Microsoft Word

Microsoft Excel

Descripción del empleo

Vericel Corporation is seeking a Customer Care Associate I for its Burlington, MA location. This entry-level role supports customer and field sales teams, processes orders, coordinates delivery, and maintains accurate documentation in alignment with policies and regulatory requirements.

You will work with experienced team members to learn Vericel products, systems, and processes, building the skills to handle increasingly complex customer and order-related activities.