Customer Care Representative

Are you ready to work for a more active world?

At Bioventus, our business depends on developing our people. We invest in you and challenge you to be the best. Our success rests on working together to achieve shared goals and rewards. Join a global team driven to help patients resume and enjoy active lives.

About Bioventus

Bioventus develops clinically proven and cost-effective solutions for pain treatment and joint preservation, restorative therapies, and bone graft substitutes, with products recognized for their safety, innovation, and effectiveness.

Perform day-to-day Customer Care tasks such as order entry, order status, order problem resolution, complaint processing, returns process, etc. to effectively support the needs of the business to service its customers.

What you'll be doing

As a professional order management coordinator for the UK/I market, you will be responsible for performing day-to-day tasks such as order entry, clean order process, coordination with Supply Chain and 3rd parties, problem resolutions, complaint processing, returns process, Service Delivery etc. to effectively support the needs of the business to service its customers.

The job includes in- and outbound calling

• Calling Sales Representatives if data is missing

• Calling patients if data is missing

• Answering calls on delivery, follow up, complaints and product related

We are continuously looking to improve the number of patients that receive treatment; there will be all kinds of projects where you can help the patients getting treatment and the business grow at the same time.

We are looking for super proactive people with an optimistic view on life and business, a getting things done mentality.

• Input all paper based (email, fax and web) sales orders on day of receipt

• Process all quotation requests ideally within timeframe agreed with sales manager or customer

• Process and expedite customer orders as required and resolve any customer billing discrepancies which includes contacting the appropriate departments and people to ensure the smooth processing and shipment of orders

• Communicate with patients to troubleshoot issues (product, shipping, pricing) and provide resolution in order to restore confidence in our products and services

• Coordinate/initiate product warranty and complaints by collecting and documenting data from the patient to determine the issue and escalate as appropriate

• Raise stock returns and collections on day of request and ensure they are credited within agreed timeframe

• Supports sales force by interfacing with patients, physicians, health insurance companies and employers to handle inquiries, troubleshoot problems, and routine follow-up calls and/or written communications

• Maintains and documents complete, timely, and accurate patient billing information regarding all services rendered by the company’s products and services

• Assist other markets as and when needed

• Logs into the calling system

• Work in our USX business to ensure distributors are updated on orders / processing of shipments etc

What you'll bring to the table

• You hold a college degree or equivalent

• Near native level English is essential and other languages are a plus

• 2+ years’ experience in an international order management or customer service position

• Experience in supply chain would be a distinct advantage

• Customer service is your core personality

• You are an active learner, seeking and leveraging opportunities to gain new skills, knowledge, and experiences

• Strong critical thinking and analytical skills

• Proficient knowledge of MS Office Suite, especially Excel & PowerPoint

• Knowledge of SAP or similar system

• Strong work ethic and self-starter, able to effectively manage multiple priorities and adapt to change within a fast-paced business environment

• Must possess a professional and friendly attitude and be able to quickly develop a rapport with customers over the phone

What you'll receive

• The satisfaction of driving real change in the industry and people’s lives

• A diverse global community of people who are driven by a shared purpose to help patients

• A business that acts with integrity in all interactions with co-workers, leaders and customers

• An hybrid work environment of continuous learning and development

• Flat organizational structures which elevate employees’ level of responsibility

• Meaningful opportunities for professional development and mentoring

• Competitive compensation package, including bonus