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. We value our colleagues for their different perspectives and individual contributions, and our leaders listen. Our success rests on working together to achieve shared goals and rewards. Join a diverse team of global colleagues driven to help patients resume and enjoy active lives.

Who is Bioventus?

We are the market leader in developing 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.

The Bioventus team always puts patients at the forefront, and their needs are the priority in the choices we make and actions we take.

Order Management – Native level English

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

The job includes inbound 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 matters

We are continuously looking to improve the number of patients that receive treatment, and there will be a variety of projects where you can help patients get treatment while supporting business growth at the same time.

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

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

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

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

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

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

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

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

• Maintain and document 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

• Log into the calling system

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

What you'll bring to the table

• College degree or equivalent

• Near native level English is essential; 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 and PowerPoint

• Knowledge of SAP or a similar system

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

• Professional and friendly attitude, with the ability to quickly develop 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

• We value others and build success by appreciating differences in thought, opinion, background, skills and perspectives

• 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