Orgenesis is seeking a professional, customer-focused, and highly organized Customer Service Representative to provide exceptional support to customers, clients, healthcare partners, vendors, and internal stakeholders. The Customer Service Representative will serve as the primary point of contact for inquiries, requests, and issue resolution while ensuring a positive customer experience.

The ideal candidate will possess excellent communication skills, strong problem-solving abilities, and a commitment to delivering high-quality service in a fast-paced and regulated healthcare and biotechnology environment.

Key Responsibilities

Customer Support

• Serve as the first point of contact for customer inquiries via phone, email, chat, and online support systems.
• Respond to customer questions regarding products, services, policies, and procedures.
• Provide accurate and timely information to customers and stakeholders.
• Deliver exceptional customer experiences through professional and courteous communication.
• Build and maintain positive customer relationships.

Issue Resolution

• Investigate and resolve customer concerns and complaints.
• Escalate complex issues to appropriate departments when necessary.
• Follow up with customers to ensure satisfactory resolution.
• Maintain detailed records of customer interactions and outcomes.
• Identify recurring issues and recommend process improvements.

Account & Order Support

• Assist customers with account-related inquiries.
• Process customer requests, updates, and documentation.
• Support order tracking, service requests, and administrative processes.
• Verify customer information and maintain accurate records.
• Coordinate with internal departments regarding customer needs.

Administrative Responsibilities

• Maintain accurate customer data in CRM systems.
• Document customer interactions, inquiries, and resolutions.
• Prepare reports and service documentation as required.
• Manage support tickets and service requests.
• Ensure compliance with company documentation standards.

Customer Relationship Management

• Promote customer satisfaction and retention.
• Educate customers on available services and solutions.
• Gather customer feedback and communicate insights to management.
• Support customer engagement initiatives.
• Contribute to improving customer service processes.

Compliance & Quality

• Adhere to company policies and procedures.
• Ensure confidentiality of customer and business information.
• Support quality assurance initiatives.
• Maintain compliance with applicable healthcare, privacy, and regulatory requirements.
• Participate in customer service training and development programs.

Collaboration

• Work closely with:
  • Operations Teams
  • Sales Teams
  • Quality Assurance
  • Information Technology
  • Finance Department
  • Management Teams
• Participate in team meetings and process improvement initiatives.
• Support cross-functional projects and customer-focused programs.

Required Qualifications

Education

• High School Diploma or GED required.
• Associate's or Bachelor's Degree in Business Administration, Communications, Healthcare Administration, or a related field preferred.

Experience

• 1–3 years of customer service experience.
• Experience in a call center, customer support, healthcare, biotechnology, pharmaceutical, or service-oriented environment preferred.
• Experience handling customer inquiries and issue resolution.
• Experience using customer relationship management (CRM) systems is preferred.

Technical Skills

Required

• Microsoft Office Suite:
  • Word
  • Excel
  • Outlook
  • PowerPoint
• Data entry and record management.
• CRM software experience.
• Email and ticketing systems.
• Basic computer troubleshooting skills.

Preferred

• Salesforce CRM experience.
• Healthcare or biotechnology industry software experience.
• Knowledge of customer support platforms.
• Experience with virtual communication tools.

Core Competencies

Communication Skills

• Excellent verbal communication skills.
• Strong written communication abilities.
• Active listening skills.
• Professional phone etiquette.

Customer Service Skills

• Customer-focused mindset.
• Empathy and patience.
• Conflict resolution abilities.
• Relationship-building skills.

Problem-Solving Skills

• Ability to analyze customer issues.
• Strong decision-making skills.
• Critical thinking abilities.
• Attention to detail.

Organizational Skills

• Time management.
• Multitasking capabilities.
• Ability to prioritize competing tasks.
• Accurate documentation practices.

Preferred Qualifications

• Experience supporting healthcare, life sciences, biotechnology, or pharmaceutical customers.
• Familiarity with healthcare privacy regulations.
• Experience in regulated business environments.
• Bilingual communication skills are a plus.
• Customer service certifications are preferred.

Physical Requirements

• Ability to work at a computer for extended periods.
• Ability to communicate effectively by phone and video conferencing.
• Ability to manage multiple customer interactions simultaneously.
• Occasionally lift office materials up to 15 pounds if working on-site.

Benefits

Health & Wellness

• Comprehensive Medical Insurance
• Dental Insurance
• Vision Insurance
• Mental Health Support Programs
• Employee Assistance Program (EAP)
• Wellness Resources and Programs

Financial Benefits

• Competitive Salary
• Annual Performance-Based Bonus Opportunities
• 401(k) Retirement Savings Plan with Company Match
• Life Insurance Coverage
• Short-Term Disability Insurance
• Long-Term Disability Insurance

Paid Time Off

• Paid Vacation
• Paid Sick Leave
• Paid Holidays
• Personal Days
• Bereavement Leave
• Family and Medical Leave Benefits

Professional Development

• Training and Development Programs
• Customer Service Certification Support
• Career Advancement Opportunities
• Leadership Development Programs
• Continuing Education Assistance

Work-Life Balance

• Flexible Scheduling Opportunities
• Remote and Hybrid Work Options
• Employee Wellness Initiatives
• Supportive Work Environment

Additional Employee Perks

• Employee Recognition Programs
• Team Building Activities
• Company-Sponsored Events
• Employee Referral Program
• Modern Workplace Technology
• Inclusive and Collaborative Culture

Working Conditions

• Office, remote, or hybrid work environment.
• Frequent communication via telephone, email, and online platforms.
• Fast-paced customer service environment.
• Ability to manage multiple priorities and deadlines.
• Occasional overtime during peak business periods.

Performance Expectations

The Customer Service Representative will be evaluated on:

• Customer satisfaction scores.
• Response and resolution times.
• Accuracy of documentation.
• Quality of customer interactions.
• Compliance with company policies.
• Team collaboration and productivity.

Equal Employment Opportunity Statement

Orgenesis is committed to fostering a diverse, equitable, and inclusive workplace. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other status protected by applicable law.