Medical Supply Customer Care Coordinator

Medical Supply Customer Care Coordinator Overview

Position Type

Full Time

Job Shift

First

Not Specified

Job Summary

The Medical Supply Customer Care Coordinator serves as the primary point of contact for customers, providing exceptional customer service and support. This role is responsible for addressing inquiries, resolving issues, and ensuring a positive customer experience throughout the order fulfillment process.

Key Responsibilities

• Customer Support:
  • Respond to customer inquiries, requests, and concerns promptly and professionally via phone, email, or online chat.
  • Assist customers with product selection, pricing information, order status updates, and other inquiries related to medical supplies.
• Order Processing:
  • Process customer orders accurately and efficiently, including order entry, verification, and confirmation.
  • Coordinate with internal departments, including sales, logistics, and inventory management, to ensure timely order fulfillment and delivery.
• Investigate and resolve customer complaints, billing discrepancies, shipping errors, and other issues promptly.
• Collaborate with internal teams to address root causes of customer issues and implement corrective actions to prevent recurrence.
• Product Information and
  
  Education:
  • Provide customers with information about product features, specifications, usage guidelines, and warranty information.
  • Educate customers on proper product selection, application techniques, and troubleshooting procedures as needed.
• Customer Satisfaction:
  • Monitor customer satisfaction levels, gather feedback, and identify opportunities for service improvement.
  • Proactively reach out to customers to ensure their needs are met and to solicit feedback on their experience with the company.

Preferred Qualifications

• High school diploma or equivalent.
• Experience in customer service, preferably in a healthcare or medical supply environment.
• Strong communication skills, with the ability to communicate effectively with customers and internal stakeholders.
• Knowledge of medical supplies, equipment, and terminology.
• Experience working with CRM software or order management systems.
• Excellent problem-solving and conflict-resolution skills.

Working Conditions

• Works in office area(s), warehouse, pharmacy, and some positions work in a long-term care environment
• Moves intermittently during working hours.
• Is subject to frequent interruptions.
• Is involved with customers, and customer representatives, family members, residents, personnel, visitors, government agencies/personnel, etc., under all conditions and circumstances.
• Is subject to hostile and emotionally upset residents, family members, personnel, and visitors.
• Communicate with the designated facility staff, nursing personnel, residents, or family members.
• Works beyond normal working hours and on weekends and holidays when necessary.
• Is subject to call back during emergency conditions (e.g., severe weather, evacuation, post-disaster, etc.).
• Is involved in community/civic health matters/projects as appropriate.
• Attends and participates in continuing educational programs.

Education

Must possess and maintain any and all necessary active and unencumbered certifications, degrees, or licenses in the necessary state, to the extent the position requires such certifications, degrees, or licenses.

Specific Requirements

• Must be a supportive team member, contribute to and be an example of teamwork and team concept.
• Must possess the ability to make independent decisions when circumstances warrant such action.
• Must possess the ability to deal tactfully with customers, personnel, residents, family members, visitors, government agencies/personnel, and the general public.
• Must not pose a direct threat to the health or safety of other individuals in the workplace.

Physical and Sensory Requirements (with or without reasonable accommodation) (With or Without the Aid of Mechanical Devices)

• Must be able to move intermittently throughout the workday.
• Must be able to read, speak, and understandably write the English language.
• Must be able to cope with the mental and emotional stress of the position.
• Must function independently, and have flexibility, personal integrity, and the…