Operations Specialist - Customer Care

Direct Supply, Inc.; Milwaukee (WI); On-site; USD 42,000 - 65,000; Full time

Benefits offered by this job

Generous benefits

Job summary

Direct Supply, Inc. in Milwaukee, WI seeks an Operations Specialist, Customer Care to deliver timely, accurate support across phone, chat, and email. You will resolve customer and order issues using service platforms, data insights, and AI-enabled tools to create a dependable customer experience.

You’ll partner with internal teams and service providers, identify workflow improvements, and maintain clear case records to support continuity and effective resolution.

Qualifications

• Experience delivering customer support through phone, chat, or email with a focus on timely, accurate issue resolution.
• Ability to investigate complex customer or order issues, analyze available information, and determine practical solutions.
• Proficiency using customer service systems, order-processing platforms, and reporting tools to manage inquiries and track outcomes.
• Experience using AI-enabled tools or data insights to support problem-solving and service efficiency.
• Ability to communicate clearly with customers, internal teams, and service providers across written and verbal channels.
• Demonstrated ability to de-escalate difficult interactions, mediate concerns, and maintain productive customer relationships.
• Ability to coordinate cross-functional issue resolution while balancing changing priorities and incomplete information.
• Bachelor’s degree in business, operations, or a related field preferred.
• Job to be performed in the location listed.

Responsibilities

• Deliver responsive support across phone, chat, and email to resolve customer needs and maintain a positive service experience.
• Investigate customer inquiries using internal platforms, reporting tools, and available data to provide accurate answers and improve first-contact resolution.
• Diagnose order and operational issues to identify root causes and minimize disruptions for customers.
• Process electronic order exceptions according to established guidelines to keep orders moving accurately and on time.
• Coordinate with internal teams and service providers to resolve issues that require additional expertise or action.
• Facilitate discussions among customers and service partners when complex cases require shared understanding and timely decisions.
• Apply AI-enabled tools and emerging technologies to improve response quality, streamline work, and reduce manual effort.
• Identify recurring customer or operational issues and recommend process changes that improve service consistency and efficiency.
• Maintain clear, accurate case records and follow-up actions to support continuity, accountability, and effective resolution.

Skills

Multichannel support

Issue resolution

Data analysis

AI tools

Clear communication

De-escalation

Cross-functional coordination

Education

Bachelor’s degree in business, operations, or related field

Tools

Customer service systems

Order-processing platforms

Reporting tools

Job description

Direct Supply is building the future of healthcare technology with industry-leading products, solutions and platforms to help improve the lives of millions of seniors and those who care for them. The Operations Specialist, Customer Care helps customers receive timely, accurate support across phone, chat, and email. This role resolves customer and order issues using service platforms, data insights, and AI-enabled tools to create a dependable customer experience. By partnering with internal teams and service providers and identifying opportunities to simplify workflows, this position supports efficient operations, consistent service quality, and stronger customer relationships.

What You’ll Do and Impact:

• Deliver responsive support across phone, chat, and email to resolve customer needs and maintain a positive service experience.
• Investigate customer inquiries using internal platforms, reporting tools, and available data to provide accurate answers and improve first-contact resolution.
• Diagnose order and operational issues to identify root causes and minimize disruptions for customers.
• Process electronic order exceptions according to established guidelines to keep orders moving accurately and on time.
• Coordinate with internal teams and service providers to resolve issues that require additional expertise or action.
• Facilitate discussions among customers and service partners when complex cases require shared understanding and timely decisions.
• Apply AI-enabled tools and emerging technologies to improve response quality, streamline work, and reduce manual effort.
• Identify recurring customer or operational issues and recommend process changes that improve service consistency and efficiency.
• Maintain clear, accurate case records and follow-up actions to support continuity, accountability, and effective resolution.

What You’ll Bring:

• Experience delivering customer support through phone, chat, or email with a focus on timely, accurate issue resolution.
• Ability to investigate complex customer or order issues, analyze available information, and determine practical solutions.
• Proficiency using customer service systems, order-processing platforms, and reporting tools to manage inquiries and track outcomes.
• Experience using AI-enabled tools or data insights to support problem-solving and service efficiency.
• Ability to communicate clearly with customers, internal teams, and service providers across written and verbal channels.
• Demonstrated ability to de-escalate difficult interactions, mediate concerns, and maintain productive customer relationships.
• Ability to coordinate cross-functional issue resolution while balancing changing priorities and incomplete information.
• Bachelor’s degree in business, operations, or a related field preferred.
• Job to be performed in the location listed.

Generous benefit package available.
© 2013 to 2026 Direct Supply, Inc. All rights reserved.
Direct Supply delivers solution-driven platforms, products and services to help solve the toughest challenges facing Senior Living and Healthcare. For more than 35 years, we’ve grown consistently while expanding our offering of innovative solutions for virtually every critical area of senior health across the continuum of care. If you asked our 1,200+ Partners what separates Direct Supply from other applied technology companies, it’s that we are 100% employee owned and driven to work with a purpose. Every day, we strive to honor our mission of enhancing the lives of millions of seniors and healthcare professionals in a results-oriented agile environment that gives our Partners the necessary tools and flexibility to truly bring what’s next to Healthcare. Ready to make a difference?