Top 10 Questions Received by RoosterBio Customer Support

Tom Rogers, Director, Global Customer Support
and Amy Permenter, Technical Support Specialist

Answered by: Amy Permenter, Technical Support Specialist and Tom Rogers, Director, Global Customer Support

1. Do you have a sales representative in my state or country?
Yes! RoosterBio has four outstanding Regional Account Managers:

• Tim Olsen - Northeast US, Eastern Canada, Europe and Israel
• Katie Millar - Southeast US, MI, IN and OH
• Josh Diesselhorst - Midwest US, including TX, and Central Canada
• Maya Lim - Western US, Western Canada, Asia and Australia

RoosterBio has two talented Field Application Scientists (FAS), Xuan Xu and Joe Takacs, who can assist in the field with technical questions. John Getz is RoosterBio's Government Account Manager and can assist with government-related questions.  If you are unsure of who to contact, please contact Tom Rogers.

2. How do I request a quote for your products?

RoosterBio can provide a quote for any purchase. Contact your local Regional Account Manager or Customer Support at 240-831-4914.

3. I'm ready to make a purchase! What's next?

Great! We have three different ways you can purchase our products:

• Website - www.roosterbio.com
• Purchase Order - submit to your Regional Account Manager or Customer Support
• Credit Card Purchase - submit a Credit Card Authorization Form (obtained from Customer Support) to your Regional Account Manager or Customer Support

4. How do you ship your products and how long does it take to arrive?

RoosterBio ships all over the world - 26 countries ... and counting!

• For local orders in Maryland, we use a courier service for same day delivery. 
• For US orders, we use FedEx overnight priority delivery. This is next day delivery and should arrive by 12:00pm.
• For orders to Canada and Europe, we use FedEx and it usually takes 2-4 days depending on customs clearance.
• For orders to Asia and Australia, we use FedEx and it usually takes 3-5 days depending on customs clearance. Note: we have used Expeditors and World Courier for some shipments to Asia.

5. What documentation is sent with the order?

• For cell orders, you will receive an Expansion Protocol, QC Brief, Certificate of Analysis and Cell Product Insert.
• For media orders, you will receive a Certificate of Analysis and the Media Product Insert.
• For international customers, you will also receive a Material Safety Data Sheet for all products ordered. Depending on which country you are in, you could also receive a Certificate of Origin.

6. The products arrived! Now what do I do?

• Place the cells in liquid nitrogen storage
• For the RoosterNourish™ Media:
• Store the RoosterBasal™ in 2-8°C refrigerator (protect it from light)
• Store the RoosterBooster™ in -20°C freezer
• Store the RoosterReplenish™ in -20°C freezer
• Store the EV Boost™ in a 2-8°C refrigerator (protect it from light)
• Store the RoosterCollect™ in a 2-8°C refrigerator (protect it from light)

7. I ordered my cells and media, but when my order arrived, I couldn't find the cells. Help!

Do not worry! RoosterBio sometimes uses a nest configuration in one large box when shipping cells and media together. Inside the large box is the RoosterBasal™ on cold bricks, along with a smaller box. The smaller box is layered with dry ice, the RoosterBooster™ and the cell vial. Please make sure to remove the RoosterBooster™ and dig deeper into the box for the cell vial.

8. I'm ready to use the RoosterNourish™ Media Kit. What do I do? How long can I use the media?

Bring the Media Kit to room temperature. In a hood, pipet the 10mL RoosterBooster™ into the 500mL RoosterBasal™. Once combined, store the media at 2-8°C for 2 weeks, ensuring that it is protected from light.

9. Do I need to heat inactivate the media?

No, you do not.

10. Can I request a specific lot of cells?

Absolutely! RoosterBio has a donor grid that includes age, gender, population doubling level (PDL), differentiation and flow markers. Contact Customer Support for the donor grid.

Behind Our Best Places to Work Award: Life Inside The Roost

We’re thrilled to share that we’ve been named a Frederick County Best Places to Work! This award is especially meaningful to us because our company was built with culture in mind, from our workspaces, our employee benefits, to the way we interact with our customers. 

What Makes RoosterBio a “Best Place to Work”

The Frederick County Best Places to Work is an annual campaign that showcases a company’s best practices to create an amazing place to work. The survey includes several open-ended questions centered around key components that help determine a winner. While an emphasis is placed on average median salaries and voluntary turnover rates, we wanted to share some of the key parts of our company’s culture that address other aspects of the award criteria. At RoosterBio, we’re serious about the work we do but we try not to take ourselves too seriously, and we have a little fun along the way!

Take a peek inside life at The Roost.

Attracting the Best Talent

RoosterBio is a pioneer at the forefront of a groundbreaking regenerative medicine industry with cutting-edge technology and science that attracts the brightest people from a variety of backgrounds. Employee equity in the company where everyone is a shareholder, a collaborative work environment with an open floor plan, community meeting spaces as well as a modern, open and airy laboratory space to work in - are all perks of being a Rooster.

We regularly host higher education students from across the country who are looking to further their experience in the lab, from Harvard University to the University of Virginia this year, this kind of partnership helps spread the word among academia about the kind of innovative work RoosterBio is doing. 

One of the partners we work with is the National Institute for Innovation in Manufacturing Biopharmaceuticals (NIIMBL) and the National Society of Black Engineers. This NIIMBL experience includes a tour and panel discussion to give students enrolled at historically black colleges and universities (HBCUs) an understanding of the kinds of careers available within biopharmaceutical manufacturing.

Retaining a Strong Workforce

Retaining our workforce is so critical that Building and Nurturing Company Culture is one of RoosterBio’s corporate and strategic objectives. It’s not just something on a piece of paper, but something we nurture and invest in every day.

The leadership team at RoosterBio believes in providing ongoing access to training and promotes transparency so much so that there is no question off-limits during our quarterly “All-Hands” Meetings. Our employees are highly engaged as measured by ongoing and anonymous surveys.

Cool Perks

RoosterBio’s workplace was built with Company Culture in mind, from glass doors on offices to promote openness, a collaborative community room to a fully-stocked kitchen that serves as the gathering spot for social events. Flexible work schedules, unlimited paid time off, a robust benefits package, access to things like financial advisors, travel planning discounts, discounted gym memberships, discounted child care and car buying discounts. In addition to 10 paid company holidays, and a floating holiday, we often shut down before holidays that isn’t a part of the communicated holiday calendar.

Promoting Fun at Work

Fun at work matters at RoosterBio because people work harder, stay longer and take better care of the organization when they’re not stressed out. The RoosterBio Culture Club plans events in five main areas: Onsite Fun, Offsite Fun, Volunteering/ Community Outreach, Employee Recognition and Health/Wellness with the mission to Make Work Awesome. We’ve celebrated everything from Take Your Child to Work Day and major holidays to things like International Haiku Day and National Scrabble Day. We recently held the 1st Annual RoosterGames at the RoosterBio Company Picnic where we put our teamwork and perseverance to the ultimate test! To relieve stress at the end of the day, you might hear the faint sound of a ping-pong ball in the distance or catch a group of Roosters at an after-hours happy hour.

Celebrating Success Together

Individual efforts are important but it’s team work that makes the dream work within The Roost. The Golden Rooster awards are for those employees who exemplify company values. These awards are nominated by fellow team members and given quarterly at “All Hands” meetings. Bonuses, additional company equity and work-sponsored celebrations are all ways that success is shared.

Not Just Culture Cluck

We are proud of what we’ve achieved together and it’s a great time to be a Rooster with even more exciting opportunities ahead. Check out our Introducing Our #Roosters campaign on LinkedIn and Facebook for testimonials from almost half of the company on what they decided to join RoosterBio. 

Check out our open positions as we expand our presence across the globe and be a part of this exciting journey.