Induce Biologics USA Inc. is proud to be the appointed representative for Red Rock Regeneration Inc. in the United States, overseeing the manufacturing, marketing, and distribution of their innovative regenerative medicine products. This collaboration places us at the forefront of delivering cutting-edge solutions to patients within the U.S. healthcare market.

By joining Induce Biologics USA Inc., you'll be part of a mission-driven team working with revolutionary technology that's reshaping the future of bone regeneration and making a real difference in patients' lives.

As a Customer Service Representative, you will be responsible for receiving, processing, and recording customer orders. The Customer Service Representative also handles customer inquiries and resolves issues. The individual will work closely with various teams to ensure prompt and effective resolution of customer issues. As a CSR, you will have the additional responsibility for resolving mostly routine customer inquiries with some non-routine, more complex problems. This role requires a complete understanding of the company’s policies, procedures, and products; in addition to demonstrating individual aptitude using all tools & systems used by the Customer Service team.

Essential Functions & Responsibilities

• Deliver high-quality customer support in a regulated environment, serving as a subject matter expert and taking ownership of complex and escalated customer cases.
• Process customer orders and inquiries via phone, fax, email, and eCommerce platforms in accordance with company procedures, ensuring accuracy, traceability, and timely fulfillment.
• Support customer onboarding by assisting with website navigation, order placement, and resolution of ordering or account-related issues.
• Resolve customer inquiries and complaints using sound judgment, escalating issues as required to ensure compliance and timely resolution.
• Collaborate with Quality Assurance (QA) and customers to gather and provide information needed for product complaint investigations and closure.
• Advise customers on product availability, inventory status, pricing, billing, and delivery logistics in alignment with approved processes and controls.
• Build and maintain strong internal and external customer relationships through consistent, professional service and clear communication.
• Collect and communicate customer feedback, identifying trends and opportunities to improve processes, compliance, and the overall customer experience.
• Work closely with internal regional managers and external customers, including hospitals and distributors, to ensure an exceptional customer experience.

Education/Experience

• High School Diploma or equivalent
• Minimum of 2 years of experience in a Customer Service role, preferably in a similar industry.
• Experience working in an ERP system and Excel
• Preferred experience with a small company and/or start-up environment in the medical device, biologics or pharma/biotech industry.
• Experience working with Hospitals and Sales Teams.

Skill, Knowledge, and Abilities

• Strong customer service focus and customer relations skills.
• Must be able to work in a collaborative team environment as well as independently
• Proficient in MS Office (Outlook, Word, Excel, PowerPoint, Teams)
• Flexibility and strong organizational skills with the ability to prioritize multiple tasks and meet daily order deadlines.
• Must have excellent verbal & written communication and interpersonal relationship skills.
• Ability to empathize with customers and remain calm and composed in difficult situations.
• Available to work Monday-Friday
• Must be local and able to work on-site in Irvine, CA.

Compensation Range

The salary for this position is expected to fall within the range of $25.00 - $28.00 / hr, depending on factors such as experience, education, and job-related skills. This range reflects what the employer reasonably expects to pay for the position. It is not a guarantee of compensation for any individual hire.

Equal Employment Opportunity Statement

Induce Biologics is an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.