What are the responsibilities and job description for the Distribution Support Representative - Consolidated Service Center position at Memorial Hermann Health System?
At Memorial Hermann, we pursue a common goal of delivering high quality, efficient care while creating exceptional experiences for every member of our community. When we say every member of our community, that includes our employees. We know that when our employees feel cared for, heard and valued, they are inspired to create moments that exceed expectations, while prioritizing safety, compassion, personalization and efficiency. If you want to advance your career and contribute to our vision of creating healthier communities, now and for generations to come, we want you to be a part of our team.
Job Summary
The Consolidated Service Center (CSC) Customer Service Representative (CSR) is responsible for ensuring that customer orders and/or requisitions are received and processed by the Memorial Hermann CSC timely and accurately. This involves regular written and verbal communications with customers, CSC personnel, buyers and vendors to resolve order fulfillment shortages, errors, or discrepancies and to assist with implementing corrective actions to prevent future issues. The CSR also processes customer returns and works with customers to reduce overstocks. The CSR typically reports to the CSC Customer Service/Purchasing Manager.Job Description
- The ideal candidate should have materials handling experience.
- Experience working in a customer service capacity within a distribution center or warehouse
- Experience working with clients/customers to resolve shipment issues within a distribution center or warehouse
- Great customer service skills
- Great communication skills
- Computer savvy
Education: High School diploma or GED preferred
Licenses/Certifications: (None)
Experience / Knowledge / Skills:
Minimum of one (1) year of experience in a customer service-related position or contact center environment, preferably health care related, required
Exceptional customer service, active listening, written and verbal communication skills
Assist with resolving and de-escalating customer order issues and complaints
Comfortable working in a fast-paced, high-volume environment
Adaptable and flexible to changes within the supply chain
Strong time management and organizational skills
Knowledge and experience with complex or multi-line systems, preferred
Knowledge and experience with a distribution center fulfillment environment preferred
Knowledge and experience with Enterprise Resource Planning (ERP) and Warehouse Management System (WMS) systems preferred.
PRINCIPAL ACCOUNTABILITIES
Checks customer orders daily to ensure they have been properly received by the WMS for processing and works with CSC team to resolve issues & ensure prompt order release.
Follows up on customer complaints concerning fulfillment or shipping errors; works with other CSC team members to record and resolves customers’ complaints and document CSC errors.
Answers phone calls from customers as well as welcomes and assists CSC visitors.
Actively engages with customers on backorder resolutions.
Other duties as assigned.
Demonstrates commitment to caring for every member of our community by creating compassionate and personalized experiences. Models Memorial Hermann’s service standards by providing safe, caring, personalized and efficient experiences to patients and colleagues.
Other duties as assigned.