Customer Service Representative II

COMPANY Ori. Gen Biomedical, Inc., is a global leader in cryopreservation and cell culture. We collaborate with top researchers, clinicians, and business partners to enhance solutions, improve patient outcomes, and achieve customer satisfaction by providing safe and effective products that positively impact the quality of life.

POSITION SUMMARY

The Customer Service Representative II serves as a key point of contact for customers and distributors and manages the customer experience from initial request through resolution. This position requires strong communication, organization, critical thinking, and problem-solving skills to understand customer needs, identify solutions, and coordinate effectively with internal teams.

The CSR II manages assigned distributor and customer relationships and coordinates order entry, quotes, order status reporting, customer requirements, regulatory documentation, and communication with Logistics, Production, Accounting, and other internal departments. The position is expected to own customer needs, provide accurate and timely information, follow through on commitments, and advocate for the customer while balancing company policies, operational requirements, and regulatory obligations.

The CSR II is also expected to contribute to the development of the Customer Service team by sharing knowledge, mentoring and training team members, supporting cross-functional activities, and taking on additional responsibilities as business needs evolve.

ESSENTIAL DUTIES AND RESPONSIBILITIES

The essential duties and responsibilities of this position include, but are not limited to, the following: International Customer & Distributor Account Management Serve as the primary point of contact for international customers and distributor accounts, managing end-to-end service delivery and account satisfaction. Ensure applicable customer and distributor regulatory requirements and compliance documentation are obtained, maintained, and communicated as needed Cross-functionally align with Production on lead times and collaborate closely with Logistics to streamline global order fulfillment, shipping schedules, and status updates.

Assist with US accounts as needed. Order Processing & Technical Support Accurately enter orders received via email, fax, or phone into our ERP system. Generate quotes, process product sample requests, and issue RMAs for product returns according to standard procedures. Provide technical product information, enter medical device complaints into tracking systems, and ensure follow-up through resolution.

Set up and configure new customer accounts upon approval. Cross-Functional Support, Mentorship & Administration Mentor and train team members on CSR processes, ERP systems, and standard operating procedures. Provide cross-functional support across departments, demonstrating high versatility with minimal supervision. Maintain organized account records, prepare regular order status reports, and execute special projects or temporary assignments as directed by management.

Foster a positive, solutions-oriented, and culturally inclusive team environment through professional, prompt, and dependable communication. General Responsibilities & Accountability Be punctual, dependable, and reliable, demonstrating consistent follow-through and accountability in all assigned responsibilities. Maintain a professional, customer-focused approach and contribute to a positive, collaborative work environment.

Perform other duties, responsibilities, and/or projects as assigned by management. Such assignments may be temporary or permanent in nature and may include responsibilities outside the employee's usual or primary area of responsibility based on business needs. REQUIRED SKILLSETS Proven ability to coordinate and manage multiple day-to-day responsibilities while collaborating with others to meet deadlines, priorities, and objectives.

Strong written and verbal communication skills, with the ability to communicate clearly, professionally, and effectively with customers, distributors, production, engineering, logistics, and other internal teams. Strong active listening, critical thinking, and problem-solving skills, with the ability to understand customer needs, assess situations, ask appropriate questions, and determine an effective path forward.

Ability to advocate for the customer while balancing company policies, regulatory requirements, and operational needs. Demonstrated ownership and sound judgment, including the ability to resolve issues independently and recognize when escalation or additional support is needed. Ability to remain calm, professional, and solutions-focused when managing difficult situations, competing priorities, or time-sensitive customer needs.

Strong organizational and time-management skills, with the ability to prioritize competing demands, maintain accurate records, and ensure timely follow-up. Ability to learn, retain, interpret, and accurately apply detailed product, process, system, and regulatory information. Working knowledge of Microsoft Word, Google Suite, ERP systems, AI tools, and other business software and technology applications, with the ability to use these tools appropriately and effectively in a professional business environment.

Demonstrated ability to work independently while contributing effectively to a collaborative, multicultural team environment and consistently following through on commitments. COMPETENCIES Results-Driven Technical Capacity Customer Focus Communication Active Listening Critical Thinking & Problem Solving Decision Making & Judgment Accountability & Ownership Interpersonal Skills Adaptability & Stress Management MINIMUM QUALIFICATIONS (KNOWLEDGE, SKILLS, & ABILITIES) High school diploma or GED.

Two (2) or more years of related professional experience, preferably in non-call center customer service, account management, order management, distribution, or a related field. Demonstrated ability to understand, interpret, and respond appropriately to customer needs and requests Strong organizational and time-management skills, with the ability to prioritize multiple responsibilities and meet established deadlines.

Strong verbal and written communication skills, with the ability to communicate clearly and effectively with customers, distributors, and internal teams. Demonstrated attention to detail and commitment to accuracy in order processing, documentation, communication, and follow-up. Strong critical-thinking and problem-solving skills, with the ability to assess situations, identify solutions, and determine an appropriate path forward.

Demonstrated ability to take ownership of responsibilities and follow issues through to resolution. Ability to work independently with minimal supervision while collaborating effectively within a team and across departments. Demonstrated ability to manage assigned projects and responsibilities from inception through completion while adapting to changing priorities and business needs.

PREFERRED QUALIFICATIONS

Associate's degree in science, business, healthcare, or a related field. Three (3) or more years of related professional experience, preferably in customer service, account management, distribution, logistics, or a related field. Experience working in medical devices, biotechnology, or another regulated industry. Experience working with regulatory requirements, quality systems, controlled documentation, or similar compliance-related processes.

Experience managing distributor, key customer, or other business accounts. Experience working with ERP and customer relationship management (CRM) systems. SUPERVISORY RESPONSIBILITY This position has no supervisory responsibilities; however, the individual may be required to lead projects and ensure participants meet deadlines.

WORK ENVIRONMENT This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines. PHYSICAL DEMANDS & WORK ENVIRONMENT The physical demands described here are representative of those that must be met by an employee to successfully perform the essential job duties and responsibilities of this position.

Reasonable accommodations may be made to enable individuals with disabilities to perform the functions. While performing the duties of this position, the employee is regularly required to talk and hear. The employee is frequently required to use hands, fingers, and handle or feel objects, tools, or controls. The employee is frequently required to stand, walk, climb, sit, stoop, bend, and reach with hands and arms.

NOTE This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments.

All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbents will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others.

The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an “at-will” relationship.