General Summary

Responsible for investigating, managing, and resolving customer order issues across the order fulfillment lifecycle, including customer service, warehouse operations, and shipping/logistics. This role serves as a critical liaison between internal teams and customers to ensure timely, accurate, and compliant resolution of order discrepancies.

In addition to resolving issues, this role plays a key part in reducing overall complaint volume by identifying systemic issues, driving operational improvements, and supporting continuous improvement initiatives that enhance fulfillment accuracy, efficiency, and customer satisfaction within the medical device industry.

Duties and Responsibilities 

The duties described below are not inclusive. Additional duties may be permanently assigned or required from time to time due to the need to respond to customer needs and remain competitive in the marketplace.

·       Issue Resolution & Investigation

o   Investigate customer complaints related to order fulfillment, including shipping errors, product discrepancies, delays, and damages.

o   Perform root cause analysis by collaborating with customer service, warehouse, logistics teams, and IT support.

o   Ensure timely and accurate resolution of issues in accordance with company policies and regulatory requirements.

·       Cross-Functional Coordination

o   Act as a central point of contact between Customer Service, Distribution/Warehouse Operations, IT, Quality, and Transportation teams.

o   May have to work with external parties such as out Freight Management , 3-PL’s, LTL freight carriers, and Parcel (FedEx, UPS) carriers.

o   Coordinate corrective actions such as reshipments, returns, credits, or replacements with Customer Service.

o   Work with the IT team to identify and mitigate systems related root causes to customer complaints. 

·       Customer Communication

o   Provide clear, professional, and timely communication to internal stakeholders and customers regarding issue status and resolution.

o   Escalate complex or high-impact issues as needed.

·       Continuous Improvement & Complaint Reduction

o   Identify trends and recurring fulfillment issues through data analysis and complaint tracking.

o   Drive and support corrective and preventive actions (CAPA) aimed at reducing repeat issues and overall complaint volume.

o   Partner with Operations, Quality, IT,  and Supply Chain teams to implement process improvements that enhance order accuracy, shipping reliability, and warehouse performance.

o   Proactively recommend system, process, or training enhancements to prevent future errors and improve the end-to-end customer experience.

·       Reporting & Metrics

o   Build, track and report on key performance indicators (KPIs) such as resolution time, error rates, and complaint trends.

o   Monitor effectiveness of implemented improvements and adjust strategies to ensure sustained reduction in customer complaints.

o   Contribute to regular business reviews and continuous improvement initiatives.

o   Use large and disparate data sets during investigative processes to find hidden root causes, and focus areas that will drive impactful improvements.

Minimum Knowledge, Skills, and Abilities Required

Work environment characteristics described here are representative of those that must be met by a Team Member to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

·       Strong analytical and problem-solving skills with attention to detail

·       Demonstrated ability to identify trends and drive process improvements

·       Fluently speak, read, and write in English 

·       3 years or more Experience with Warehouse Management Systems and ERP systems. Prior Experience with EPICOR preferred or other similar systems like SAP, JD Edwards, etc.

·       Advanced analytical skills using Excel Skill, Power BI, etc.

·       Excellent communication and interpersonal skills

·       Ability to manage multiple priorities in a faced paced environment

·       Skilled use of computer, Internet, and shipping company websites. 

·       Basic Math Skills

·       Ability to lift up to 75lbs repeatedly

·       Ability to work in a loud environment

·       Ability to work in a non-climate-controlled environment

·       3-5 Years experience in a fast-paced distribution environment

·       Be required to work, walk, and interact in other environments such as a warehouse or production facility where the noise level is high.

 This is a salaried role that is housed in office. Position pays $46,000-58,000 DOE. Annual 5% Bonus Potential.

Salary : $46,000 - $58,000