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BioTissue · 5 hours ago

Associate I, Customer Service & Sales Support

Miami, FL

Full-time

Onsite

Entry Level

2+ years exp

BioTissue is a company focused on providing customer service across Surgical and Ocular business units. The Customer Service Associate will handle various customer service tasks, including order processing and resolving customer inquiries.

BiotechnologyHealth CareMedicalMedical DevicePharmaceuticalTherapeutics

Responsibilities

Answer incoming calls and basic customer questions and inquiries using computer software (via soft phone)

Understand customer requirements, analyze, and provide appropriate clarifications and solutions

Route and direct specific customer inquiries to appropriate personnel, escalating to team lead and or customer service manager when needed

Activation and maintenance of customer accounts, as well as updating pricing in ERP

Process customer sales order & requisitions received via sales field ordering tools, emails, calls, and faxes

Ability to review/validate order requests and properly enter order details into our ERP program accurately

Sales order payment processing for credit card payments

Processing PCLs- Pricing letter confirmations and verifying customer pricing accuracy on orders vs existing pricing on account

Processing of consignment related orders - invoicing/billing of tissue and resolving inventory discrepancies

Processing order of value ad items – such as request for freezer/thermometers and nanocoolers

Work with the Accounts Receivables department to ensure orders are routed expeditiously. This includes setting up credit terms and resolving credit hold issues. Maintain open and efficient communication between AR and the Sales field regarding order/account holds

Ability to handle/request credit & rebills for invoice correction purposes

Provide support to our Commercial team (Sales & Marketing); routing sales leads. Customer inquiries, and product complaints to their respective departments

Assist the Distribution Department with delivery status of shipped orders, managing delivery delays and order exceptions and as well as correcting/replacing orders as needed. Maintain open and efficient communication between Distribution and the Sales field regarding order/inventory issues

Assisting with (DRI) Donor Recipient Information cards processing, along with all other customer/account/sales related duties that may arise

Utilize reports and tools within Salesforce.com for customer support related functions

Perform outbound account calls to current and prospective clients to promote products/services, generate leads, and maintain relationships

Conduct inside sales activities including lead follow-up, quoting, and order processing to support revenue growth

Required to escalate all product related events/report to the Quality team within a timely manner

Assist Quality with obtaining details on product related events

Complete all Quality related trainings within the required timeframe. (MasterControl, Litmos, other)