What are the responsibilities and job description for the Advanced Customer Service Specialist position at Concordance?
At Concordance Healthcare Solutions, we believe that each team member makes a difference in driving our purpose of positively impacting lives forward. Concordance is committed to our guiding principles of financial stewardship, accountability, forward thinking, aligned relationships and an inclusive culture. This is done through maintaining an unwavering amount of respect and commitment with our employees and customers, being authentic to who we are and operating with the highest levels of integrity. 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 and exciting opportunities for a full-time Advanced Customer Service Specialist in our Tiffin, OH location. The primary role of an Advanced Customer Service Specialist is to be an advanced analytical employee that involves managing the daily needs of their assigned stockless/low unit of measure customers while also serving as backups for other stockless customers as needed. Besides day-to-day Customer Service tasks, this person will need to be proactive in managing inventory so as to notice any possible inventory issues before they become a problem. This individual will work with others to ensure the guaranteed 99% fill rate while also managing inventory that appears stagnant.
Essential Functions:
- Provide general customer service functions to our commercial customers hospitals with product information, obtaining price quotes, processing orders/returns and discrepancies, providing website assistance, verifying pricing, etc.
- Key liaison between operations and our customers to resolve order related issues.
- Work with our customers to ensure streamlined communications on stocking levels, item usage and product changes.
- Help to resolve manufacturer backorders, allocations, etc.
- Analyzes hospital backorder reports, shorts reports and impact reports to determine why the shortage and how to fix going forward.
- 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.
- Resolves product or service problems, including missed shipment resolution and backorder fulfillment and reporting.
- Recommends potential substitutions by working with outside sales personnel, manufacturer sales representatives & customer service.
- Participate in conference calls, business reviews and make site visits as needed.
- Work effectively with all internal departments, account managers and customers.
- Contributes to the development and maintenance of standards and procedures regarding customer service.
- Other duties as assigned.
What You will Need to be Successful:
- Associate’s Degree or 3 years’ experience in customer service or related field; or equivalent combination of education and experience.
- Must have strong computer skills. Proficient with Excel and Word required, experience with AS 400 is a plus.
- Typing and data entry skills required.
- 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.
- Related work experience, medical product knowledge beneficial.
- Must be reliable and be able to function independently.
- With the possibility of a work from home hybrid model (in office part of the week and remote part of the week).
- Successfully pass a pre-employment (post offer) background check and drug screening.
Work Location:
- This role is located in Tiffin, OH.