Customer Operations Specialist

• Inbound call management, including one call resolution for the customer.
• Manage the customer needs cross-functionally by ensuring you give the customer the response or you connect the caller with the appropriate team member.
• Follow up with customers on resolutions to ensure that the resolution was satisfactory, and no additional questions exist.
• Manage a 40% outbound call ratio to provide proactive updates around order updates, return requests or product assistance requests.
• Manage sales rep requests for customers as the liaison to the resolution ensuring that the sales rep and customer have appropriate updates to the request
• Manage all return requests, including the processing of the complaints through the quality system, follow ups to ensure product is sent back and review/communication of any declined warranty requests.
• Manage and communicate order updates with customers on any delay orders, offering solutions, substitutions, split shipment offerings or other key communication needs.
• Review and analyze booking reports to ensure that sellers are aware of any key orders, replacements or returns for a customer.
• Key team member to audit orders and ensure that all components ordered match the needs of the contract/formulary items as well as ensure that the products ordered work together or with products they have in the building.
• First level troubleshooting and triage for product concerns.
• Participate in cross functional team collaboration.
• Performs other duties as requested.

Bachelor’s Degree preferred, combination of education and 3 years’ commensurate business experience required.

• At least 2 years of experience in customer service and/or order management. Preferably in the medical device industry but not required
• Must be a team‐player, possess outstanding customer service skills and be self‐motivated.
• Excellent oral and written communication skills will be required as this position will involve direct communications with Joerns customers.
• This position will require the ability to work under minimal supervision, within a group environment, to address a dynamic range of customer related issues.
• The ability to multi‐task and manage changing priorities throughout the day will be required.
• Great listening skills and the capability to remain calm and helpful when working with Joerns customers is essential.
• Acts with a sense of urgency, illustrates ambition, and drives for completion of tasks and projects.
• Must have the ability to initiate and develop creative solutions.
• Possess the ability to manage time and prioritize critical priorities.
• Must demonstrate the ability & desire to increase knowledge.
• SAP / Salesforce.Com Experience Preferred.
• General Microsoft skills required – specifically in excel.
• This position will be remote/hybrid and will be defined based on the activities needed.

Joerns Healthcare is an Equal Opportunity Employer, including Disability/Veterans