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Joerns Healthcare · 1 month ago

Customer Operation Specialist

Charlotte, NC

Full-time

Onsite

Entry, Mid Level

$19/hr - $19/hr

2+ years exp

Joerns Healthcare is a leading national distributor of therapeutic support surfaces and patient handling solutions. The Customer Operations Specialist is responsible for providing a complete customer experience by managing inbound and outbound communications, ensuring customer satisfaction, and leading key interactions related to order updates and product assistance.

Health CareManufacturing

Responsibilities

Inbound call and email management, including one touchpoint resolution for the customer

Manage the customer’s needs cross-functionally by ensuring you give the customer the response or you connect the caller with the appropriate team member

Follow up with customers on resolutions to ensure that the resolution was satisfactory, and no additional questions exist

Maintain a 40% outbound call ratio to provide proactive updates around order updates, return requests or product assistance requests

Manage sales rep requests for customers as the liaison to the resolution ensuring that the sales rep and customer have appropriate updates to the request

Manage all return requests, including the processing of the complaints through the quality system, follow ups to ensure product is sent back and review. Communicate with customers any declined warranty requests

Manage and communicate order updates with customers on any delay orders, offering solutions, substitutions, split shipment offerings or other key communication needs

First level troubleshooting and triage for product concerns and questions

Participate in training new Customer Operations associates

Participate in cross functional team collaboration

Performs other duties as requested

Qualification

Customer service experienceOrder managementSAP ExperienceMicrosoft ExcelMulti-taskingListening skillsTeam playerCommunication skillsProblem-solvingTime management

Required

Bachelor's degree preferred, combination of education and 3 years' commensurate business experience required

At least 2 years of experience in customer service and/or order management. Preferably in the medical device industry but not required

Must be a team-player, possess outstanding customer service skills and be self-motivated

Excellent oral and written communication skills will be required as this position will involve direct communication with Joerns customers

This position will require the ability to work under minimal supervision, within a group environment, to address a dynamic range of customer-related issues

The ability to multi-task and manage changing priorities throughout the day will be required

Great listening skills and the capability to remain calm and helpful when working with Joerns customers is essential

Acts with a sense of urgency, illustrates ambition, and drives for completion of tasks and projects

Must have the ability to initiate and develop creative solutions

Possess the ability to manage time and prioritize critical priorities

Must demonstrate the ability & desire to increase knowledge

General Microsoft skills required – specifically in excel