Customer Success Coordinator I - AlloSource

How would you like to grow your skills working for a mission-driven organization while playing an important role in doing more with life?  AlloSource is a BioTech company headquartered in Centennial, Colorado.

Here at AlloSource we’re not looking for jobseekers. We want people dedicated to our mission of restoring hope to donor families, and helping patients heal through our innovative cellular and tissue allografts.  This takes a special person with a strong desire to help make a tremendous impact on people’s lives. Regardless of which department you work in at AlloSource, we value your efforts, your top-notch skills, and your abilities to contribute to our ultimate goal of saving or enhancing human life!  What better reward is there than knowing you contributed, in some way, to save or enhance a person’s life!   If this sounds like an organization you wish to be a part of, then we invite you to apply.

Summary:

The Customer Success Coordinator strengthens and develops relationships with customers by providing product expertise, focusing on timely and consistent communication, and meeting all customer needs.  This position promotes a team-based approach to customer satisfaction, loyalty, retention and the overall customer experience.

Anticipated Application Deadline:    November 15, 2024 (1:00PM MST)  

Pay:   $18.10/hr.   -   $20.10  based upon relevant years of experience

Shift:    Monday-Friday 8:30am to 5:30pm   

Benefits:   Medical, Dental, Vision, Life Insurance.  Click link for more benefits details:   2025_AlloSource_BenefitGuide-20241023195437.pdf

Location:     Remote  (Person should reside in the Denver Metro area) 

 Essential Duties and Responsibilities:  

• Communicate with internal and external customers through various channels while maintaining a friendly, positive, empathetic and professional attitude and ensuring satisfaction. 
• Represents the company, building and maintaining strong, long-lasting customer relationships within the assigned region. Operate as the lead point of contact for any related matter. Support the Area manager with general operations to help reach the team’s objectives.
• Partner directly with independent reps and contract customers to reserve allografts for surgery needs while managing commission coding.
• At the direction of sales staff, contact existing and prospective customers to promote AlloSource allografts and provide feedback to Customer Success Coordinator II and sales staff.
• Ensure the timely and successful delivery of service according to customer needs and objectives. Anticipate and fulfill those needs while determining the appropriate actions in regard to availability of our products.
• Resolve product or service problems by clarifying the customer's issue through active listening. Collaborate with team leadership to identify the root cause, and the best solution to resolve the problem to the customer’s satisfaction. Expedite the resolution and follow up to ensure the customer’s needs have been met. Initiate complaint investigations within 24 hours of complaint Notifies receiving department and issues quarantine ticket.
• Accurately create and maintain customer accounts. Confirm all orders are entered precisely to the needs of the customer and track wins/losses on all entered orders.
• Obtain and evaluate all relevant information to handle product and service inquiries. Record and maintain key account information in the CRM notes and call log system.
• Process product orders, returns and credits. Facilitate shipment needs, coordinate transportation and provide pricing and delivery information to customers.
• Assist in the management of consignment and trial-based inventories in assigned areas. Support the area managers with quarterly cycle counts, orders inventory and customer counts inventory.
• Participate in educational opportunities and demonstrate continuous expansion of product.
• Embrace a team-based mentality and willingness to assist peers, when needed. Communicate and coordinate with colleagues as necessary. Assist in training and mentoring newer team members to perform work activities such as using applications and sharing product knowledge. Contribute to team efforts by helping to achieve team and company objectives.
• Research inventory to confirm product availability relative to customer needs. Use reporting tools and product knowledge to communicate product availability and offer alternatives to the customer as needed.
• Tracks back-orders, reports and commissions paperwork including returns, pricing with sales representatives; returns and depositions.
• Manage personal and team calendars to ensure proper coverage.
• Rotate 24-hour on-call with other staff, as assigned, responding to customer telephone inquiries and orders after normal business hours which may or may not result in coming in to work.
• Execute other office duties and accounting inquiries, as assigned.
• Adhere to and promote proper practices and techniques which are consistent with current operating procedures, training requirements, safety practices and company policies.
• May perform other related duties and responsibilities as assigned.

Requirements:

• High School diploma or equivalent
• 2+ years tissue bank, customer service, or account management experience
• Proficiency in Microsoft Office applications
• Ability to communicate in English proficiently (speaking, reading, writing, and comprehension)

Preferred Experience:

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

Click Link for Full Job Description:     Customer Success Coordinator I               

It is the policy of AlloSource not to discriminate against qualified individuals with disabilities in regard to application procedures, hiring, advancement, discharge, compensation, training or other terms, conditions and privileges of employment. When needed we will provide reasonable accommodations to qualified applicants and employees so that they may perform the essential job duties of the position. If you require special accommodations, please contact us at 720-873-0213. 

For consideration you must apply online, submit a current resume and meet the minimum requirements.  AlloSource is a Fair Chance Employer.  Candidates within a 50 mile radius of the hiring zip code may receive first consideration.

Equal Opportunity Employer/Veterans/Disabled

AlloSource uses E-Verify to confirm the employment eligibility of all newly hired employees. To learn more about E-Verify, including your rights and responsibilities, please visit www.dhs.gov/E-Verify.