Customer Service Rep

Job Description

Description:

Celularity Inc. (Nasdaq: CELU) is a regenerative medicine company developing and commercializing advanced biomaterial products and allogeneic, cryopreserved, placental-derived cell therapies, all derived from the postpartum placenta.

Customer Service Associates are Celularity’s first-line representatives for our customers, handling orders and inquiries. They are responsible for new customer set-up and the entire order fulfillment process. As a Customer Service Representative, you will provide comprehensive service in a high performance, customer focused environment, while always understanding there is a patient who benefits from accurate and timely communications. Requirements:

Effectively and efficiently manage order to cash process activities such as order processing, expediting, basic returns, sample and zero-dollar orders, consignment order process, and resolving and removing obstacles that may impact customer requirements and expectations.

Respond to inquiries in a prompt, courteous and effective manner and in accordance with Customer Service procedure.

Support business partners with a pick, pack, and ship process for their direct orders while maintaining inventory

Maintain confidential information, including proprietary corporate and product information

Accurately create and update Customer Master database files to ensure the integrity of the database. Validate all incoming data on new account request forms and update all data as required.

Perform as a Subject Matter Expert with ability to coach/train as needed.

Proactively identify areas of efficiency or opportunity and present to the team leadership.

Knowledge of the consignment model for product distribution which includes:

- initial agreement request

- fill up

- billing and replacement of product used from consignment

- management of sales trunk stock

- traceability of all

Experience in consignment inventory verification and resolving inventory/lot discrepancies

Ability to think strategically, while managing multiple emails and prioritizing execution to meet the needs of the customer

Skills/Knowledge Required / Desired:

Bachelor’s degree with 2+ years of Customer Service experience -having direct customer interactions and supporting field sales organizations or equivalent experience (8+ years having direct customer interactions and supporting field sales organizations.

Experience working with internal and external business partners

Experience in pharmaceutical or medical device industry highly desirable

Experience with ERP software, preferably NetSuite

Knowledge of the order to cash business cycle a plus

Knowledge of MS Office -Word, Excel -Intermediate level- Required

Competencies

Demonstrate professionalism, ability to multi-task, prioritize workload, meet deadlines and be flexible

Experience in working in a team-oriented, collaborative environment

Ability to communicate effectively, both orally and in writing

Full-time