DSRT Customer Care Specialist

Vantive is a vital organ therapy company on a mission to extend lives and expand possibilities for patients and care teams everywhere. For 70 years, our team has driven meaningful innovations in kidney care. As we build on our legacy, we are deepening our commitment to elevating the dialysis experience through digital solutions and advanced services, while looking beyond kidney care and investing in transforming vital organ therapies.

Greater flexibility and efficiency in therapy administration for care teams, and longer, fuller lives for patients- that is what Vantive aspires to deliver.

We believe Vantive will not only build our leadership in the kidney care space, it will also offer meaningful work to those who join us. At Vantive, you will become part of a community of people who are focused, courageous and don't settle for the mediocre. Each of us is driven to help improve patients' lives worldwide. Join us in advancing our mission to extend lives and expand possibilities.

Your Role:

This position is responsible for managing all aspects of order-fulfillment processes for Renal Medical Products through inbound calls (toll-free) and non-phone channels including esolution portals (fax, email, etc.). The eSolution Specialist provides superior service to external customers and internal Vantive team members, handling exceptions, general inquiries, correspondence, and documenting service failures. This role balances service quality and cost while meeting or exceeding key performance indicators, collaborating with Product Information, Distribution Centers, Planning & Deployment, Credit & Collections, Customer Master, sales representatives, and other departments.

What you'll be doing:

• Responsible for assuring product delivery in accordance with customer service, distribution, product requirements and manufacturing capabilities. Acts as primary contact for order fulfillment, customer product inquiries, product service calls, reverse distribution (returns) and satisfaction issues. Process phone & fax orders, manage order exceptions and ensure tracking and performs root cause diagnostics of service failures. Investigates problems related to shipment of products, returns, credits and new orders.
  
  May be responsible for sales order administration and/or telemarketing. Interfaces with and supports company sales representatives.
• Manages telephone, fax, and electronic or web product orders. Handles exceptions as required and handles general inquiries and correspondence for customers.
• Resolves complex customer questions, complaints and requests, where judgment and initiative are required to resolve and/or make recommendations. For instance tracks, codes, investigates and resolves problems related to shipment of products, returns, credits, and new orders.
• Through the ordering process obtains information on the amount, type, stock on hand. Expedites product availability and manages the release of back orders. May monitor reorder points and initiate action to replenish stock. Works with the customer to determine needed quantities and frequency of delivery of product.
• Sets-up new accounts, documents service requirements, maintains other records, and prepares customer required reports.
• Build, add, and maintain records in online portals both internal and 3rd party.
• May be required to handle regulatory procedures for federal and state regulations.
• May provide guidance, training, and new hire phase-in to peers or other non-exempt department employees.
• May determine methods and procedures on new assignments
• Responsible for managing aspects of prescription processing and order fulfillment for the Medical Products Renal business through answering calls from a toll free number and other non-phone related activities (fax, email, etc) in the Remote Prescription/Medication Order Processing Pharmacy.
• Assist pharmacists with functions related to the receipt, documentation, and fulfilling of prescription orders as permitted by pharmacy regulations.
• Accountable for providing superior service to all external customers, patients, and Vantive team members.
• Handles exceptions as required and general inquiries and correspondences for customers.
• Responsible for providing accurate, responsive, and efficient prescription processing, placement of orders, backorder fulfillment, shipping discrepancies, customer returns, customer inquiries, and other customer or patient requests.
• Required to balance service and cost for the supply chain organization while meeting or exceeding key performance indicators.
• Responsible for documenting service failures that impact the customer and the organization.
• Collaboration with the following departments:
  Product Information, Distribution Centers, Planning and Deployment, Credit and Collections, Customer Master, various sales representatives, Center for Vantive, and others.
• Through the ordering process, obtain information on the amount, type, stock on hand. Expedite product availability and manage the release of back orders. May monitor…