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Salary: USD 70,000 - 90,000 / annual
Ossium Health is seeking a Customer Support Specialist to serve as the primary point of contact for orthopedic distributors and business partners. The role manages day-to-day account support, coordinates customer orders, tracks critical account data, and ensures a seamless customer experience throughout the order lifecycle.
You will work closely with cross-functional teams including Sales, Finance, Fulfillment, and Operations to support distributor relationships, process orders, assist with account onboarding, and maintain accurate account records. You will also collaborate with the Finance team to facilitate invoicing activities, monitor account payment status, and support collections efforts when needed.
Key responsibilities include:
- Serving as the first point of contact for assigned distributor and customer accounts
- Managing order processing, tracking, and customer communications
- Maintaining accurate customer and account records within internal systems
- Supporting new account onboarding and training activities
- Partnering with Finance to coordinate invoicing and monitor account payment status
- Assisting customers with order inquiries, issue resolution, and general account support
- Tracking and reporting key account data to ensure operational accuracy and customer satisfaction
In your first six months, you will learn and take over management of all of Ossium's biologic orthopedic partners, develop and implement a process for tracking sales performance and key business metrics, improve and maintain a reliable invoicing workflow, and learn and maintain the accounts receivable process to monitor outstanding balances.
Ossium Health develops, manufactures, and banks cell therapy products that apply stem cell science to revolutionize treatment for patients with blood, immune, and orthopedic diseases. The position is based in the San Francisco office with a hybrid schedule: Monday–Thursday in office, Friday remote.
REQUIREMENTS:
- 2–3 years of customer service experience in B2C and/or B2B sales
- Experience with order processing, invoicing, or account management
- Ability to manage multiple priorities and meet deadlines in a fast-paced environment
- Strong problem-solving skills and a customer-first mindset
- Ability to work independently while collaborating effectively with cross-functional teams
- Excellent written and oral communication skills
- High level of organization and excellent time management in a dynamic startup environment
PREFERRED QUALIFICATIONS:
- Bachelor's degree in Business, Healthcare Administration, or Life Sciences
- Experience supporting medical device, orthopedic, biotech, healthcare, or life sciences customers
- Familiarity with CRM systems (Salesforce, HubSpot, etc.) and ERP platforms (NetSuite, SAP, Oracle, etc.)
- Experience working with distributors, sales teams, or healthcare providers
- Knowledge of orthopedic products, biologics, or tissue products
