Onsite Customer Service Specialist

Concordance Healthcare Solutions is committed to our guiding principles of financial stewardship, accountability, forward thinking, aligned relationships and an inclusive culture. Through our dedicated staff of over 750 employees working in strategically-located distribution centers across the country, we offer dynamic supply chain solutions to the entire healthcare continuum.

We have a job opening for a full-time On Site Customer Service Specialist in Ann Arbor, MI. The specialist will provide face-to-face customer service support for the VA Medical Facility by obtaining, analyzing, and verifying the accuracy of order information in a timely manner. Initiates and/or implements adjustments as needed to ensure an excellent standard of service and a high level of customer satisfaction, coordinates handling of difficult and/or unusual situations, provides extraordinary service, and acts as a liaison with other internal departments to fulfill all customer needs.

Essential Functions:

This position works directly with the customer’s logistics department as well as other internal departments to facilitate day-to-day customer needs by providing excellent service, problem resolution, and open communication.

• Receives, processes and verifies the accuracy of orders from customers, utilizing the resolution reports.
• Answers questions regarding pricing, order status, damaged product, or any other topics customers have.
• Initiates required action for response to customer service requests for order changes, including the maintenance of order/customer information files and communicates changes to the appropriate personnel/departments.
• Track backorders and keep necessary parties updated on current status of orders.
• Resolves product or service problems.
• Utilizes product knowledge to assist customers with questions and make sure they receive the items that best suit their needs.
• Recommends potential substitutes by analyzing customer needs and product availability.
• Act as a liaison between customer and other company personnel and departments to resolve order-related issues.
• Assists with maintaining financial accounts by processing customer adjustments.
• Contributes to the development and maintenance of standards, policies and procedures regarding customer service.
• Assist VA facility identifying core supply list.
• Offer guidance regarding allocated products.
• Other duties as assigned.

What You Will Need to be Successful:

• High school diploma or equivalent combination of education and experience.
• Previous customer service and/or distribution experience preferred.
• Must have strong computer skills. Proficient with Excel and Word required, ability to learn VAI internal computer system.
• High energy, positive attitude and customer service oriented.
• Must have excellent communication skills, and be forward thinking.
• Must be detail oriented and possess analytical skills, must be flexible and have the ability to multi-task.
• Be able to work independently while also being a team player.
• Successfully pass a pre-employment (post offer) background check and drug screening.

Work Location:

• This role is located in Ann Arbor, MI.

Paid Vacation and Paid Sick Leave, Paid Holiday

401K Retirement Plan – Company match

Company paid Short Term & Long Term Disability

Equal Employment Opportunity:

Concordance Healthcare Solutions is proud to provide Equal Employment Opportunities to all individuals for employment and prohibits any kind of discrimination on the basis of race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, or any other characteristic protected by federal, state or local laws. Consistent with the Americans with Disabilities Act, our organization is committed to providing reasonable accommodation to qualified applicants and employees as requested.

If reasonable accommodation is necessary for the interview process, please contact

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities. This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.