Advanced Customer Service Specialist

Concordance; Tiffin (IA); Hybrid; USD 25,000 - 33,000; Full time

Benefits offered by this job

Paid vacation & personal time

Paid holidays

401K matching

Disability insurance

Job summary

Concordance Healthcare Solutions, LLC is seeking an Advanced Customer Service Specialist for our Tiffin, OH location. The role focuses on advanced analytical customer service for stockless customers, with proactive inventory management to ensure a 99%+ fill rate and resolve backorders.

The position requires an Associate’s Degree or 3+ years in customer service, strong Excel/Word skills, and the ability to work in a hybrid setup including some in-office days and some remote work.

Qualifications

• Associate’s Degree or 3 years’ experience in customer service or related field; or equivalent combination of education and experience.
• Proficient with Excel and Word; AS 400 experience is a plus.
• Excellent communication, detail oriented and able to multi-task.

Responsibilities

• Provide general customer service functions to our commercial customers (hospitals) with product information, price quotes, processing orders/returns and discrepancies.
• Key liaison between operations and customers to resolve order-related issues.
• Coordinate stocking levels, item usage and product changes with customers.
• Help resolve manufacturer backorders, allocations, etc.
• Analyze hospital backorder reports to determine causes and fixes.
• Maintain and communicate changes to order/customer information files.

Skills

Customer service

Data entry

Excel

AS/400

Communication

Education

Associate degree

Tools

AS 400

Job description

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 have 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.

We offer great benefits and competitive pay!

• Paid Vacation and Personal time, Paid Holiday
• 401K Retirement Plan – Company match
• Company paid Short Term & Long Term Disability

Concordance Healthcare Solutions, LLC is committed to being the most respected, innovative, national, multi-market healthcare solutions company earning the highest level of trust by operating with integrity, unwavering commitment and exceptional service through our culture of excellence. 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.

Concordance Healthcare Solutions is proud to provide Equal Employment Opportunities to all individuals for employment and prohibits any kind of discrimination on the basis of race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, or any other characteristic protected by federal, state or local laws.

Consistent with the Americans with Disabilities Act, our organization is committed to providing reasonable accommodation to qualified applicants and employees as requested. If reasonable accommodation is necessary for the interview process, please contact [e-mail].

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.