Organogenesis · 13 hours ago
Customer Service Representative II
United States
Full-time
Remote
Mid Level
$50K/yr - $58K/yr
3+ years expOrganogenesis is a leading regenerative medicine company in advanced and acute wound care. The Customer Service Representative II will be responsible for providing high-quality customer service, processing orders, and maintaining customer relationships, while ensuring compliance with company protocols and regulatory requirements.
BiotechnologyHealth CareManufacturingMedical
Responsibilities
Answer incoming calls and emails from the Customer Service queue and to provide the highest level of customer service satisfaction possible for internal and external customers
Review and process phone, fax, and e-mailed orders into the order entry system to ensure that shipments are expedited timely and accurately
Develop strong relationships with customers and Sales Representatives
Provide customers with timely communications about products and the status of their orders
Responsible for adherence to all SOP’s, protocols, policies, regulatory requirements, and GMP’s
Investigate problems related to shipment of product, credits, and customer inquiries
Effectively interface with hospitals, wound care centers and physicians to ensure the highest level of customer service is attained
Keep up to date with product or service knowledge to effectively assist customers with their needs
Handle customer accounts, process payments, and assist with billing or other account-related issues
Maintain detailed records of customer interactions, including inquiries, complaints, and resolutions
Collaborate with other departments within the company, such as sales or marketing, to provide seamless customer experiences
Manage customer expectations and ensure that customers are satisfied with the level of service provided
Continuously improve customer service skills through training and feedback
Dept. Emails: Customers, TRS, PEPs, etc
Assist in training new CSRs accurately/effectively
Flexibility in daily work schedule to meet the changing needs of the business
Understand steps needed to resolve problems as they relate to day-to-day processes
Support International sales force with ease and process international orders
Compliance Reporting: CAPA/Recall tracking as directed
Track order shipments
Distribute work from central email box to individual work folders
Process Technical Complaints as they come into the department and proceed as directed
Ability to investigate problems related to shipment of product, credits, and customer inquiries
Involvement in projects as directed by management while preforming the normal daily tasks
Other duties as assigned
Qualification
Required
3+ years Customer Service or relevant experience
Familiarity with MS Office and MS Excel
Outstanding call handling skills
Excellent verbal and written communication skills
Able to collaborate effectively with other departments
Patient, empathetic
Attention to detail and follow through
Exceptional organizational and multi-tasking competence with the ability to perform effectively and accurately under stress
Superior problem resolution skills
The ability to work in a fast-paced environment
Must be a flexible team member that works effectively with management, fellow team members and personnel of all departments
Must provide superior, high quality customer service to both internal and external customers
Must be motivated by a desire to improve both self and departmental functioning and quality through ongoing growth, development, and a commitment to excellence
Knowledge of the shipping process and experience dealing with UPS and FedEx
PC / Software proficiency
Familiar with the sales order cycle
Preferred
Associates or Bachelor's degree
Experience working in a manufacturing environment, especially in the medical device, biotech or healthcare industries
Microsoft Dynamics AX knowledge
Benefits
401k -- generous employer match with immediate vesting and financial planning resources
Comprehensive Medical, Dental and Vision coverage options effective on day one of employment
Flexible Spending Account (medical expenses or dependent care expenses) or Health Savings Account
Company paid insurances including Short Term, Long Term and Life insurances as well as voluntary options
Paid maternity leave and parental leave for all new parents
Adoption benefits
Education Assistance Policy - $5,000 per year for all employees
Wellness Program including free trainings on mental health, mindfulness, stress reduction, on-site flu shots and more
Employee Assistance Program
Generous paid time off including vacation, floating holidays, sick days, and company holidays
Free parking including an electric charging station (Canton and La Jolla)
Discounts at BJs Wholesale, Dell, Sullivan Tire, and Sprint
Company
Organogenesis
Organogenesis Inc. is a regenerative medicine company.
501-1000 employees
H1B Sponsorship
Organogenesis has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (3)
2023 (1)
2022 (7)
2021 (1)
Funding
Current Stage
Public CompanyTotal Funding
$614.7MKey Investors
Silicon Valley BankEastward Capital Partners
2024-11-27Post Ipo Equity· $130M
2021-08-09Debt Financing· $200M
2020-12-02Post Ipo Equity· $64.7M
Leadership Team
M
Michael Catarina
Chief Technology Officer
David Francisco
Chief Financial Officer
Recent News
2026-01-09
MarketScreener
2025-12-24
Company data provided by crunchbase