Customer Service Coordinator

Kelly; Raritan (NJ); On-site; USD 45,000 - 62,000; Full time

Job summary

Kelly is seeking a Customer Service Specialist to directly interact with external customers (hospitals, distributors) and internal customers (field sales) to ensure accurate orders and timely, compliant service.

You will manage complex orders, handle inquiries and complaints to achieve closed-loop resolutions, follow SOPs and SOX requirements, and communicate updates to stakeholders while supporting continuous process improvements and meeting performance metrics.

Job description

Day-to-Day Activities: This role has direct interaction with our external customers (hospital, distributor) and internal customers (field sales) on a daily basis. All interactions with our customers are to be handled in a professional, helpful, and timely fashion to ensure the highest level of customer satisfaction and ensuring attention to compliance requirements.

Daily activities include:

• Creates, enters, and manages complex customer orders received through phone or electronic channels from internal and external customers.
• Manages complex inquiries and service complaints to achieve closed-loop resolution, minimizing the need for customers to make repeated calls.
• Performs all work in compliance with department SOPs and SOX requirements.
• Assigns and/or serves as the Case Owner for investigating escalated issues and service requests.
• Communicates updates to customers and internal stakeholders throughout the resolution process.
• Follows up on open inquiries and escalates unresolved calls to appropriate subject matter experts in accordance with SOPs.
• Ensures inquiries and service requests are completed through fulfillment to maintain closed-loop service standards.
• Reviews order error and order hold reports and takes appropriate action as instructed by SOPs.
• Notifies appropriate parties—including CSRs, customers, and franchises—of process updates, inquiry changes, and service requests.
• Updates customer information in the order management system as needed.
• Initiates and implements process improvements and projects.
• Adheres to quality control processes and service quality guidelines.
• Performs job duties in a manner that meets or exceeds individual performance metrics established by the Customer Service organization.
• Supports an exceptional customer experience by meeting metrics such as not-ready time, call quality, and schedule adherence.
• Remains current on and applies internal and operating company policies and procedures.
• Completes all required compliance and assigned training by the specified due dates.