Customer Care Associate I

Position Summary

The Customer Care Associate I provides day-to-day customer and sales support for Vericel products and serves as an important point of contact for customers, field sales representatives, and internal partners. This entry-level position is responsible for accurately processing customer requests and orders, coordinating product delivery, maintaining required documentation, and providing responsive customer service in accordance with Vericel policies, SOPs, and applicable regulatory requirements. Working closely with experienced Customer Care team members, the Associate I will develop knowledge of Vericel products, customers, systems, and processes while building the skills necessary to independently manage increasingly complex customer and order-related activities.

Schedule

This position is onsite Monday - Friday in our Burlington, MA location, with work hours falling between 8:30 AM–6:00 PM. Once trained, this position will include a rotating on-call schedule, approximately one week per month, providing overnight coverage remotely if needed.

Duties and Responsibilities

• Provide responsive and professional customer service to Vericel customers and field sales representatives via telephone, email, and other approved communication channels.
• Support the processing of customer orders and requests for Vericel products, ensuring information is complete, accurate, and appropriately documented.
• Assist with order entry, order tracking, price verification, discount confirmation, delivery coordination, and other routine Customer Care activities.
• Coordinate with internal and external partners to help ensure timely and accurate product delivery.
• Respond to routine customer and field inquiries and appropriately escalate complex, urgent, or unusual situations to more experienced Customer Care team members or management.
• Develop working knowledge of Vericel products, customer requirements, ordering processes, and applicable systems.
• Maintain accurate customer, order, and transaction information in applicable systems and records.
• Follow established procedures and documentation requirements in accordance with company policies, SOPs, cGMP, HIPAA, FDA, and other applicable requirements.
• Partner with Manufacturing, Distribution, Sales, Marketing, Finance, Quality, and other internal functions to support customer and patient needs.
• Proactively follow up on open items and communicate status updates to customers, field representatives, and internal stakeholders as appropriate.
• Identify potential order or delivery issues and seek assistance to resolve them before they affect customer or patient needs.
• Participate in department training and develop proficiency in Customer Care systems, processes, and procedures.
• Support team projects, process improvements, and other Customer Care activities as assigned.
• Participate in rotating on-call coverage once appropriately trained and qualified.
• Other duties as assigned.

Basic Qualifications

• High school diploma or equivalent required; Associate's or Bachelor's degree preferred.
• 1–2 years of customer service, healthcare, business operations, retail, hospitality, or other customer-facing experience.
• Strong customer-service orientation with a professional and responsive approach.
• Strong attention to detail and commitment to accuracy.
• Effective written and verbal communication skills.
• Ability to organize work, manage multiple priorities, and follow established processes.
• Demonstrated reliability and ability to follow through on commitments.
• Comfortable learning new systems, processes, and technical information.
• Proficiency with Microsoft Outlook, Word, and Excel.

Preferred Qualifications

• Experience in a customer service, healthcare, biotechnology, pharmaceutical, medical device, or other regulated environment.
• Experience with ERP, CRM, order-management, or customer-service systems.
• Experience handling confidential or sensitive information.
• Ability to work effectively in a fast-paced, team-oriented environment.

Working Conditions

• Ability to work a flexible schedule based on business and customer needs.
• Participation in rotating on-call coverage may be required following successful completion of training.