Customer Care Associate I

About the role

The Customer Care Associate I provides day-to-day customer and sales support for Vericel products and serves as an important point of contact for customers, field sales representatives, and internal partners. This entry-level position is responsible for accurately processing customer requests and orders, coordinating product delivery, maintaining required documentation, and providing responsive customer service in accordance with Vericel policies, SOPs, and applicable regulatory requirements. Working closely with experienced Customer Care team members, the Associate I will develop knowledge of Vericel products, customers, systems, and processes while building the skills necessary to independently manage increasingly complex customer and order-related activities.

• Mission-Driven Work: Help bring potentially life-enhancing cell therapies to patients with serious medical conditions.
• Innovative Products: Work with a first-in-class therapy backed by clinical success and provider trust.
• Career Growth: Be a part of a growing organization with opportunities to expand your impact.
• Collaborative Culture: Join a supportive, cross-functional team that values passion, integrity, and excellence.

Responsibilities

• Provide responsive and professional customer service to Vericel customers and field sales representatives via telephone, email, and other approved communication channels.
• Support the processing of customer orders and requests for Vericel products, ensuring information is complete, accurate, and appropriately documented.
• Assist with order entry, order tracking, price verification, discount confirmation, delivery coordination, and other routine Customer Care activities.
• Coordinate with internal and external partners to help ensure timely and accurate product delivery.