Customer Service Coordinator

Day-to-Day

Activities:

This role has direct interaction with our external customers (hospital, distributor) and internal customers (field sales) on a daily basis. All interactions with our customers are to be handled in a professional, helpful, and timely fashion to ensure the highest level of customer satisfaction and ensuring attention to compliance requirements.

Daily activities include:

• Creates, enters, and manages complex customer orders received through phone or electronic channels from internal and external customers.
• Manages complex inquiries and service complaints to achieve closed-loop resolution, minimizing the need for customers to make repeated calls.
• Performs all work in compliance with department SOPs and SOX requirements.
• Assigns and/or serves as the Case Owner for investigating escalated issues and service requests.
• Communicates updates to customers and internal stakeholders throughout the resolution process.
• Follows up on open inquiries and escalates unresolved calls to appropriate subject matter experts in accordance with SOPs.
• Ensures inquiries and service requests are completed through fulfillment to maintain closed-loop service standards.
• Reviews order error and order hold reports and takes appropriate action as instructed by SOPs.
• Notifies appropriate parties—including CSRs, customers, and franchises—of process updates, inquiry changes, and service requests.
• Updates customer information in the order management system as needed.
• Initiates and implements process improvements and projects.
• Adheres to quality control processes and service quality guidelines.
• Performs job duties in a manner that meets or exceeds individual performance metrics established by the Customer Service organization.
• Supports an exceptional customer experience by meeting metrics such as not-ready time, call quality, and schedule adherence.
• Remains current on and applies internal and operating company policies and procedures.
• Completes all required compliance and assigned training by the specified due dates.