Customer Service Representative I

COMPANY

OriGen 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 I serves as the primary point of contact for customers, delivering prompt, professional, and courteous service through phone and email communications. As the customer’s first impression of OriGen Biomedical, this role is responsible for creating a positive experience while ensuring inquiries are handled accurately and efficiently.

The candidate is expected to develop a thorough understanding of OriGen Biomedical’s product portfolio to confidently and efficiently respond to level one technical inquiries and support customer needs.

ESSENTIAL DUTIES AND RESPONSIBILITIES

The essential duties and responsibilities of this position include, but are not limited to the following:

• Create new customer accounts per established approval processes and procedures.
• Serve as the first contact for incoming Customer Service queue calls, provide timely assistance and ensure customer inquiries are addressed or appropriately routed.
• Demonstrate a friendly, professional, and courteous communication style, with the ability to create a positive customer experience over the phone.
• Process customer phone orders, ensuring all order details are complete, correct, and completed within established procedures.
• Enter and process all customer orders received via email and electronic fax into the ERP system, verifying order details for completeness and accuracy.
• Confirm customer orders via email; providing accurate order details, estimated ship dates, and any additional information needed to ensure clear communication.
• Coordinate with Production to verify lead times for products requiring confirmation and communicate updates accurately and promptly to customers and Account Managers.
• Support customers with return requests and coordinate with the Account Manager and Finance team to facilitate the processing of credit notes or refunds as needed.
• Assist customers with verbal quote requests received by phone and ensure all formal written quote requests are forwarded to the assigned Account Manager for timely response.
• Process and ship sample product to both domestic and international customers.
• Cross-train with Logistics to gain knowledge of customer shipment processes and provide support with shipping-related tasks as needed or assigned.
• Other duties as assigned.

REQUIRED SKILLSETS

• Good organizational skills, attention to detail, and follow-through are essential to meeting customer expectations, supporting departmental objectives, and contributing to our overall business success.
• Proficient in computer systems and standard business software applications, including Microsoft Word, Excel, and Google Workspace. Experience with ERP systems is preferred but not required.
• Excellent written and verbal communication skills, with the ability to communicate effectively with customers, Production Management, Production Technicians, Engineers, and senior leadership.
• Must be able to read, write, speak and fully understand English

COMPETENCIES

• Customer Focus & Empathy
• Commitment to Excellence & Results
• Ownership & Accountability
• Technical Aptitude & Curiosity
• Integrity & Professionalism
• Critical Thinking & Problem Solving
• Attention to Detail
• Interpersonal Skills & Collaboration
• Adaptability & Flexibility
• Learning Agility & Growth Mindset

MINIMUM QUALIFICATIONS (KNOWLEDGE, SKILLS, & ABILITIES)

• High school diploma or equivalent.
• Minimum of one to two years of customer service or equivalent experience.
• Ability to understand, interpret, and respond appropriately to customer needs.
• Strong interpersonal skills, including the ability to build positive relationships with customers and internal teams.
• Reliable organizational and time management skills with the ability to prioritize tasks, manage multiple responsibilities, and meet deadlines.
• Excellent verbal and written communication skills.
• Strong attention to detail and commitment to accuracy.
• Ability to work independently while also collaborating effectively within a team environment.
• Ability to manage assigned projects and responsibilities from initiation through completion.

PREFERRED QUALIFICATIONS

• Two or more years of customer service, related, or equivalent experience.
• Experience managing customer accounts and inquiries in an environment that emphasizes quality of service, responsiveness, and relationship management over high-volume transaction handling.
• Experience working within the medical device, life sciences, healthcare, or regulated industry environment.
• Experience using ERP systems or other business management software.

SUPERVISORY RESPONSIBILITY

This position has no direct supervisory responsibilities. However, the individual may be responsible for coordinating assigned projects, collaborating with cross-functional teams, and supporting completion of activities within established timelines.

WORK ENVIRONMENT

This job operates in a professional office environment. This role routinely uses standard office equipment, including computers, phones, photocopiers, filing cabinets, and fax machines.

• Must be able to stand or sit for extended periods. Must be able to wear personal protective equipment

when required

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, handle, or feel objects, tools, or controls. The employee is occasionally required to stand, walk, sit, and reach with hands and arms. The employee must occasionally lift and/or move up to 25 pounds.

Specific vision abilities required by this position include close vision, distance vision, color vision, and

the ability to adjust focus. The noise level in the work environment is usually moderate.