Customer Care Associate, II

Vericel Corporation • Burlington, MA

11h

About The Position

At Vericel Corporation, we are pioneers in advanced cell therapies for sports medicine and severe burn care, transforming patient lives through cutting-edge regenerative medicine. Our commitment to innovation, patient-centered focus, and scientific excellence drives us to develop groundbreaking treatments including MACI (knee cartilage repair), Epicel and Nexobrid (burn care).

Position Summary:

The Customer Care Associate provides critical daily support for Vericel’s commercial operations, ensuring timely and accurate processing of product orders. This role partners closely with sales representatives, healthcare providers, and internal teams to deliver a high-quality customer experience and support life-impacting therapies.

Requirements

• Bachelor’s degree required
• 2+ years of professional work experience
• Prior experience in customer service, retail, healthcare, or other customer-facing roles
• Strong attention to detail with a high level of accuracy in data entry and documentation
• Excellent written, verbal, and phone communication skills
• Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment
• Proficiency in Microsoft Office (Outlook, Word, Excel)
• Ability to handle sensitive information with professionalism and discretion
• Experience working in a regulated environment (e.g., HIPAA, FDA) preferred

Nice To Haves

• Experience with ERP and/or CRM systems preferred
• Experience working in a regulated environment (e.g., HIPAA, FDA) preferred

Responsibilities

• Provide exceptional customer service to both internal teams and external customers, including surgical teams
• Process and manage product orders via phone, email, and other communication channels
• Coordinate with internal departments and external partners (e.g., couriers, airlines) to ensure on-time delivery
• Support the sales organization in resolving complex customer and operational issues
• Maintain accurate and timely data entry and documentation
• Handle sensitive information with professionalism and confidentiality
• Ensure all activities comply with company policies, SOPs, HIPAA, FDA, and other regulatory requirements
• Analyze and resolve issues by gathering and interpreting relevant data
• Participate in internal and external audits as needed
• Build strong cross-functional relationships with Manufacturing, Distribution, Sales, Marketing, Finance, and Quality teams
• Contribute to special projects and additional initiatives as assigned
• Participate in a rotating overnight on-call schedule (one week per month)
• Perform other duties as assigned

Benefits

• Cutting-Edge Science: Work with a leading regenerative medicine product that is transforming patient care.
• Career Growth: Be a part of a growing organization with opportunities to expand your impact.
• Collaborative Culture: Work alongside a team of dedicated professionals who are passionate about improving lives.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Number of Employees: 101-250 employees