About Us
Pinnacle Transplant Technologies is a multi-service tissue bank committed to honoring the gift of donation and improving patient’s quality of life through the processing and distribution of high-quality allograft implants. For over a decade, Pinnacle has helped surgeons improve the lives of thousands of patients. We offer a comprehensive portfolio of products and solutions across multiple market segments, including Spine, Sports Medicine, General Orthopedics, Trauma, Dental, and Regenerative Medicine.
Pinnacle is registered with the Food and Drug Administration (FDA) and accredited by the American Association of Tissue Banks (AATB).
How You Contribute to Pinnacle Transplant’s Success
The Customer Service Representative I answers sales calls/emails and confers with current and prospective customers to answer questions about, and to take orders for, PTT’s human tissue allograft products. She/he responds to customer questions and acts as a liaison between accounting, shipping/receiving, upper management, and our customers.
Work hours:
Monday – Friday; 8:00 am – 5:00 pm
Work environment:
Office Environment with some interaction within the Manufacturing facility
Location:
North Phoenix, near 19th Avenue and Pinnacle Peak Road
Pay Rate:
$23.00 - $24.50 per hour, dependent on experience
What You Will Do
- Comply with FDA, AATB, OSHA, cGTP, and state rules and regulations at all times.
- Keep leadership and other applicable parties informed of inventory levels, work progress and issues.
- Accept telephone, fax, and email orders for human tissue allograft products.
- Maintain and update customer contact information in the order management tracking system and ensure accuracy.
- Initiate the order fulfillment process and create picking tickets based on product availability using the inventory management tracking system.
- Respond to customers’ questions and provide information about products, shipping arrangements, return policies, and related inquiries as delegated by leadership.
- Resolve billing or service complaints by referring unresolved issues to designated departments for investigation and follow up until resolution.
- Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
- Learn and maintain current knowledge of product line/product codes, prices, delivery time, drop-ship items, and other required data.
- Learn and maintain current knowledge of software features and proficiency using PTT’s inventory tracking system.
- Learn and maintain current knowledge of PTT’s Tissue Return Policy and assign Return Authorization numbers to customers on acceptable returns.
- Recommend department improvements related to ordering, shipping and product availability and assist in implementing changes.
- Assist Regulatory Affairs/Quality Assurance or other appropriate parties with processing tissue returns.
- Complete all necessary safety and job specific training and re-training no less than once each year.
- Other duties as assigned by Manager or PTT Senior Leadership.
What Qualifications You Will Bring
- High School graduate or GED, plus a minimum of 1-2 years’ work experience in sales, customer service, and order entry/fulfillment is required.
- Familiarity with medical terminology, including human anatomy, and experience working under FDA regulatory compliance, HIPAA, cGMP, and cGTP requirements is preferred.
- Strong communication, negotiation and problem- solving skills
- Excellent organizational and multitasking ability
- Assertiveness and confidence with ability to work under pressure
How You Will Grow
- Learn details of Pinnacle product line and possible surgical applications
- Learn Pinnacle customer base and unique requirements needed to meet/exceed their expectations.
Who You Will Partner With
- Daily face to face, written, and verbal communication with Customer Service Leader to ensure all duties are executed properly, timely and according to policies and procedures.
- Regular communication, both via telephone and email, with customers to resolve any issues and aid in building good relationships.
- Regular communication with Shipping & Receiving Associates to ensure all customer orders are shipped in a timely manner.
Where You Will Work
- Full Time position (40 hours or more) based in Arizona. Hours may include evenings and weekends to perform tasks outlined in the job description.
- Position requires long periods of standing, and regular periods of crouching, reaching, and lifting up to 25 pounds.
- Role will require the ability to meet shipping deadlines, customer hours (multiple time zones), and possibly covering or supporting a 7-day manufacturing environment.
Benefits/Total Rewards
- Comprehensive medical, dental, and vision insurance, eligible first day of the month following your start date.
- Company-Paid Short and Long-term Disability Insurance.
- Company-Paid Identity Theft Protection.
- Company-Paid Life Insurance Policy of $50,000.
- Additional benefits such as: Voluntary Life/AD&D, Accident, Critical Illness, Hospital, and Pet Insurance.
- 401(k) Profit Sharing Plan with a 4% company match, eligible first day of the month following 90 days of employment, and 100% Vested from the start of plan.
Paid Time Off:
- (3) weeks paid vacation, prorated based on quarter hired.
- (1) week, 40 hours of paid sick time. Accrual starts at date of hire per pay period. Available to use after 90-days of employment.
- (10) annual paid holidays
23 To 24.50 (USD) Hourly
