Customer Care Associate, II

At Vericel Corporation, we are pioneers in advanced cell therapies for sports medicine and severe burn care, transforming patient lives through cutting-edge regenerative medicine. Our commitment to innovation, patient-centered focus, and scientific excellence drives us to develop groundbreaking treatments including MACI (knee cartilage repair), Epicel and Nexobrid (burn care).

Position Summary:

The Customer Care Associate provides critical daily support for Vericel's commercial operations, ensuring timely and accurate processing of product orders. This role partners closely with sales representatives, healthcare providers, and internal teams to deliver a high-quality customer experience and support life-impacting therapies.

Location & Schedule:

• Location: You will start in Cambridge and by June 2026 be fulltime in Burlington
• Schedule: Between 8:30 AM - 6:00 PM
• Includes a rotating on-call schedule (one week per month, overnight, remote)

Responsibilities:

• Provide exceptional customer service to both internal teams and external customers, including surgical teams
• Process and manage product orders via phone, email, and other communication channels
• Coordinate with internal departments and external partners (e.g., couriers, airlines) to ensure on-time delivery
• Support the sales organization in resolving complex customer and operational issues
• Maintain accurate and timely data entry and documentation
• Handle sensitive information with professionalism and confidentiality
• Ensure all activities comply with company policies, SOPs, HIPAA, FDA, and other regulatory requirements
• Analyze and resolve issues by gathering and interpreting relevant data
• Participate in internal and external audits as needed
• Build strong cross-functional relationships with Manufacturing, Distribution, Sales, Marketing, Finance, and Quality teams
• Contribute to special projects and additional initiatives as assigned
• Participate in a rotating overnight on-call schedule (one week per month)
• Perform other duties as assigned

Qualifications:

• Bachelor's degree required
• 2+ years of professional work experience
• Prior experience in customer service, retail, healthcare, or other customer-facing roles
• Strong attention to detail with a high level of accuracy in data entry and documentation
• Excellent written, verbal, and phone communication skills
• Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment
• Proficiency in Microsoft Office (Outlook, Word, Excel)
• Experience with ERP and/or CRM systems preferred
• Ability to handle sensitive information with professionalism and discretion
• Experience working in a regulated environment (e.g., HIPAA, FDA) preferred

Working Conditions:

• On-call shift

Why Vericel?

• Cutting-Edge Science: Work with a leading regenerative medicine product that is transforming patient care.
• Career Growth: Be a part of a growing organization with opportunities to expand your impact.
• Collaborative Culture: Work alongside a team of dedicated professionals who are passionate about improving lives.

The salary range Vericel reasonably and in good faith expects to pay for this position at the time of this posting is $52,000 to $60,000 annually.

The actual salary offered will be determined based on factors such as the candidate's qualifications, experience, and skills. Bonus, incentive pay, equity and benefits may be provided in addition to the base compensation listed above.

In accordance with Massachusetts law, Vericel provides the pay range that it reasonably and in good faith expects to pay for a particular and specific employment position at the time of posting or offer. This range is subject to change based on business needs, market conditions, and individual qualifications. Employees and applicants may request the pay range for their position or for a position to which they are applying. Retaliation for making such a request is strictly prohibited.

EEO Statement

All applicants will receive consideration for employment without regard to their race, color, religion, sex, national origin, sexual orientation, gender identity, or protected veteran status and will receive consideration for employment and will not be discriminated against on the basis of disability. Vericel Corporation is an Equal Opportunity/Affirmative Action Employer.

Vericel Corporation is VEVRAA federal contractor and desires priority referrals of protected veterans for job openings at all locations within the state.