Customer Success Coordinator I - Field

AlloSource® • Cincinnati, OH

3d • $18 - $21 • Hybrid

About The Position

The Customer Success Coordinator strengthens and develops customer relationships by providing product expertise, communicating in a timely and consistent manner, and meeting customer needs. The role promotes a team-based approach to customer satisfaction, loyalty, retention, and the overall customer experience. It also performs cross-functional duties involving distribution inventory control and equipment monitoring and maintenance.

The position is based at 9 Worthington Access Dr., Maryland Heights, Missouri, and follows a hybrid schedule with four days per week in the office. The regular schedule is Monday through Friday, 7:30 a.m. to 4:00 p.m. The coordinator also rotates 24-hour on-call coverage with other staff as assigned, responding to customer inquiries and orders after normal business hours; responses may require coming to work. The position may also respond to freezer alarms and handle tissue transfers.

Requirements

• High school diploma or equivalent.
• At least 2 years of tissue bank, customer service, or account management experience.
• Proficiency in Microsoft Office applications.
• Proficient English communication skills, including speaking, reading, writing, and comprehension.

Nice To Haves

• College education or equivalent experience in customer service training.
• Experience in a hospital operating room, purchasing function, or another healthcare setting.
• Previous lead generation experience.
• Experience working with direct or independent sales representatives.
• End-user ERP or CRM experience.

Responsibilities

• Communicate with internal and external customers across various channels with a friendly, positive, empathetic, and professional attitude, ensuring customer satisfaction.
• Represent the company and build and maintain strong customer relationships within the assigned region; serve as the lead contact for related matters and support the Area Manager with general operations and team objectives.
• Work with independent representatives and contract customers to reserve allografts for surgery needs and manage commission coding.
• At the direction of sales staff, contact existing and prospective customers to promote AlloSource allografts and provide feedback to the Customer Success Coordinator II and sales staff.
• Deliver service in a timely and successful manner according to customer needs and objectives; assess product availability and take appropriate action.
• Resolve field product or service problems by clarifying issues through active listening, collaborating with team leadership on root causes and solutions, expediting resolution, and following up. Initiate complaint investigations within 24 hours, notify the receiving department, and issue a quarantine ticket.
• Create and maintain accurate customer accounts, enter orders according to customer requirements, and track wins and losses on entered orders.
• Evaluate information to handle product and service inquiries and maintain key account information in CRM notes and call logs.
• Process product orders, returns, and credits; facilitate shipments, coordinate transportation, and provide customers with pricing and delivery information.
• Assist with consignment and trial-based inventory management in assigned areas; support quarterly cycle counts, monitor tissue expiration dates, and manage returns.
• Participate in educational opportunities and continually expand product knowledge.
• Assist peers, coordinate with colleagues, and help train and mentor newer team members on applications and product knowledge; contribute to team and company objectives.
• Research inventory availability, use reporting tools and product knowledge to communicate availability, and offer alternatives when needed.
• Track back-orders and manage reports and commission paperwork, including returns, pricing with sales representatives, and returns and dispositions.
• Manage personal and team calendars to ensure proper coverage.
• Rotate 24-hour on-call coverage as assigned and respond to after-hours customer calls and orders, which may require coming to work.
• Respond to freezer alarms involving power outages and temperature monitoring, and arrange tissue transfers.
• Perform assigned office and accounting duties, including handling credit holds and contacting customers with delinquent accounts to coordinate resolution.
• Process incoming and outgoing shipments; prepare packages; maintain records; check invoices and bills of lading; arrange transportation; track shipments; and provide rerouting or expedited service, including delivery of late shipments to a carrier or hospital.
• Receive, store, reallocate, and cycle count inventory; maintain appropriate warehouse inventory quantities; quarantine product when applicable; generate non-conformance QR tickets for compromised tissue; and return compromised tissue or tissue with short outdates to the corporate facility.
• Maintain office and tissue storage and monitoring equipment and associated records in conjunction with equipment management.
• Follow and promote practices consistent with current operating procedures, training requirements, safety practices, and company policies.
• Perform other related duties and responsibilities as assigned.

Benefits

• Medical, dental, and vision insurance with multiple plan options.
• Company-paid life, AD&D, short-term disability, and long-term disability insurance.
• 403(b) retirement plan.
• Generous paid time off.
• Eight paid holidays.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED