Responsible for the delivery of superior customer service through the use of effective communication and coordination in the receipt, processing, and placement of allograft tissue orders from customers and/or distributors of the tissue bank. Handling allograft orders demands a great deal of attention, detail orientation, and management of time to ensure that allografts reach the desired destination. Builds and maintains business relationships with clients by providing prompt and accurate service to promote customer loyalty to UMTB.
Duties and responsibilities
Responsible for the invoicing of all allograft shipments as well as fielding all customer requests by phone, email, and fax communications.
Serves as the first point of contact for general inquiries such as pricing, product availability, and allograft-related technical questions.
Ability to identify customer needs and offer product substitutions based on surgical procedures or historical data.
Responsible for initiating calls to existing and potential customers to generate revenue for direct distribution.
Coordinates the demands and needs of international distribution commitments of the tissue bank to include, tissue allocation, request for tissue production, shipping/customs documentation, and certificate of conformance (if applicable).
Responsible for creating, maintaining, and fulfilling customer backorders in a timely manner or as when product is available for distribution.
Performs accurate data entry into our order management software (BTM) as it relates to customer orders, returns, new customer accounts, production schedules, customer reserved tissues, and tissue utilization reports.
Reports all customer complaints to the Quality Assurance Department and routes any adverse reaction complaints immediately to the Director of Quality Assurance and/or Medical Director.
Manages and reconciles consignment inventory for local accounts on a routine basis.
Creates electronic communications for end of day shipment confirmations, order processing confirmations, and backorder fulfillment notifications.
Proficient in utilizing data reports to track current inventory status, provide inventory availability, prioritize orders and customer needs.
Supports Director of Customer Service in developing and maintaining SOPs, Work Instructions, and other documentation pertaining to the department.
Weekend and/or evening shifts may be required on as needed basis.
“On call” on a weekly rotation (after hours and weekends) required.
The position is maintained generally in an office environment.
Position requires sitting, walking, pushing, pulling, bending, and reaching. Must be able to lift 25 pounds.
No direct reports.
Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job anytime.
Vivex, Powered by UMTB, is an equal opportunity employer (EEO) and expressly prohibits any form of workplace discrimination and/or harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, transfers, leaves of absence, compensation, and training.
Vivex, Powered by UMTB complies with the Americans with Disability Act (ADA) which prohibits discrimination against qualified individuals with disabilities who, with or without reasonable accommodation, can perform the essential functions of a job.
Minimum of one year experience in tissue banking and/or customer service required
CTBS preferred (Certified Tissue Bank Specialist by American Association of Tissue Banks)
Any appropriate combination of relevant education, certifications, and/or work experience may be considered.
Bachelors Degree in a related health care field required
Vivex, Powered by UMTB is constantly striving for creative treatment options and solutions to progress clinical, surgical, and therapeutic patient care by expanding industry knowledge and capability. Under the guidance of experienced and successful business professionals, we assemble the brightest minds from medical and material science industries to explore new and different ways to help others.