Customer Care Associate, II bei Vericel Corporation

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 daily sales support for all Vericel products.  Associates work directly with sales and customers (via phone, email or other methods) to ensure the processing of product orders are complete. They also work directly with internal and external partners to ensure orders are delivered on time.  Additional responsibilities include mail orders, price checks, order tracking, and confirmation of discounts all within a cGMP environment.

Schedule: This position is in-office Monday-Friday.

Position Scope: 

• Provide optimal customer service for all Vericel products. Support Vericel sales and customers from pre-biopsy to implant/grafting. Activities must be conducted in accordance with company policy, SOPs, HIPAA, FDA, or other internal/external regulatory requirements. 
• Support sales organization to resolve complex customer issues pertaining to daily operations.
• Promote quality customer service standards to ensure high levels are achieved. 
• Resolve complex problems by gathering and interpreting data.
• Participate in internal and external audits.
• Continue to build and support strong working relationships with various internal/external groups such as: Manufacturing, Distribution, Sales, Marketing, Finance, QA to create efficiencies and deliver results.
• Utilize superior written, verbal and phone skills to handle sensitive information in a timely and organized manner.
• Contribute to or manage special projects, or perform additional responsibilities as assigned by manager.
• Be available on-call on a rotating schedule. (1-week/month)
• Other duties as assigned.

Qualifications: 

• Bachelor’s Degree and 2+ years of professional work experience.
• Proficient in Microsoft Office Outlook, Word, and Excel.
• Strong attention to detail and a supportive demeanor.
• Ability to work flexible schedule.
• Role will start in Cambridge and transition to Burlington, MA at end of Q1

Preferred Qualifications:

• Experience with ERP & CRM systems
• Experience in a customer service, retail, or other public-facing role. 

Why Vericel? 

• 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.

EEO Statement

All applicants will receive consideration for employment without regard to their race, color, religion, sex, national origin, sexual orientation, gender identity, or protected veteran status and will receive consideration for employment and will not be discriminated against on the basis of disability. Vericel Corporation is an Equal Opportunity/Affirmative Action Employer.

Vericel Corporation is VEVRAA federal contractor and desires priority referrals of protected veterans for job openings at all locations within the state.