Description

The role of the Customer Service Coordinator

The Customer Service Coordinator supports a high-touch, proactive customer experience for all accounts, partners with Sales on new customer implementations, and is instrumental in developing, and sustaining strong customer relationships.

This "customer-partner" role functions as the primary point of contact for broad customer communications, supports growth goals and program expansion opportunities, implements cost-savings programs and initiatives, and delivers insights to develop strategy from the Voice of the Customer (VoC) perspective.

What you bring to the table:

• Able to deliver a consistent and positive customer experience by building positive relationships and providing excellent communication through all customer channels (phone, email, CRM, etc.).
• Demonstrated ability to provide clear, concise, and positive communications to all internal and external customers on expectations, timelines, and issue resolutions.
• Strong proficiency with phone system navigation and full Microsoft 365 Suite (Word, Excel, Outlook, Notes, Teams).
• Ability to function independently and as part of a team.
• Ability to effectively multi-task, react to a variety of customer needs, reprioritize when needed, and move the business forward through challenges.
• Can read, speak, and write English fluently.
• High School Degree/GED required.
• Associates Degree or a bachelor's degree desirable.
• 5-8 years of customer service, customer support, inside sales or account management strongly preferred.
• Certified Pharmaceutical Technician a plus.
• Experience with CRM and ERP systems preferred.

Qualifications

What your day-to-day will look like:

Safecor Health is a fast-paced, high-energy workplace with ample opportunities to learn new skills each day.

• Communicates proactively with customers through multiple inbound and outbound channels, including phone, email, and CRM system.
• Manages inbound customer concerns and incidents, including: issue triage, formal Quality documentation and reporting to Operations, ongoing resolution status updates with customer, defective materials return coordination, customer credit requests, manages final resolution communication with customer including the corrective actions taken to prevent future occurrences.
• Makes proactive outbound calls to customers or wholesalers to report discrepancies, order status changes and any time-sensitive information affecting their service level agreements.
• Responds and manages high-volumes email inquiries through shared channel, including any templates service changes, doses, or custom barcode values, and responds to general customer inquiries.
• Provides detailed, professional, positive, courteous, timely and accurate communications to internal and external customers to ensure service-level expectations are established, achieved, and maintained.
• Manages all operational aspects of new account implementations in partnership with Sales to ensure smooth transition from close of sale to order production.
• Continuously monitors accounts, proactively anticipates needs, and resolves issues in a positive and timely manner. Develops and strengthens account relationships to ensure excellent service and customer satisfaction.
• Partner with Sales, Finance, Operations and Receiving on key projects and initiatives.
• Works as a team with Operations on lead times and order prioritization.
• Coordinates and surfaces issues, label changes, recalls, etc. with Quality in a timely manner.
• Maintains customer items database, including: packaging modes, requested data label requirements, and customer preferences.
• Supports all other functions and business goals as needed to meet company objectives.

How we take care of you and your family:

The meaningful work you do helps our customers support their patients, so we'll work hard to support you.

• Clean and safe work environment
• Medical, dental, and vision insurance
• Company-paid life insurance
• Generous Paid time off (PTO)
• Holiday pay
• Weekly pay
• 401k
• Opportunities for internal promotion
• Monthly employee appreciation meals