Senior Customer Operations Specialist

Neuronetics, Inc. / Greenbrook Mental Wellness Centers; Malvern (Chester County); Presencial; USD 60.000 - 85.000; Jornada completa

Descripción de la vacante

Neuronetics, Inc. / Greenbrook Mental Wellness Centers is seeking a Senior Customer Operations Specialist to support internal and external customers, liaise between departments, and assist with OUS orders, study supplies, and documentation for NeuroStar Advanced Therapy TMS systems.

You will engage with patients, caregivers, and providers professionally, maintain process documentation, and provide feedback to improve customer experiences while ensuring compliance with regulatory policies.

Formación

• Strong customer service skills with attention to detail.
• Excellent oral and written communication abilities.
• Experience with CRM systems and order management.

Responsabilidades

• Respond to internal/external inquiries promptly with professionalism.
• Meet or exceed call service level KPIs.
• Record clinical, medical, and feedback cases accurately for follow-through.
• Coordinate with Sales and cross-functional teams to support customers.
• Assist with order-to-cash activities, including quotes, documentation, and scheduling.
• Navigate ERP, CRM, and proprietary platforms to update accounts.

Conocimientos

Customer service

Communication

CRM usage

Multitasking

Educación

BA/BS

Descripción del empleo

Position Overview:

The Senior Customer Operations Specialist (COS) plays a key role at Neuronetics, helping to fulfill the needs of our internal and external customers while liaising between various departments to support Sales, ongoing utilization of NeuroStar Advanced Therapy TMS systems, and, most importantly, fulfilling our mission to patients and Customers alike. The Sr. COS provides a best-in-class customer experience by supporting the ongoing capital and consumable business needs, which requires a comprehensive understanding of company products, standard operating procedures, and adherence to all Regulatory, Compliance, Legal, and Financial policies. In addition to the standard COS responsibilities, this individual assists with the handling of OUS orders and case documentation, clinical study supply orders, and ongoing maintenance of documented work instructions.

The individual is expected to interface with patients, caregivers, and providers in a patient, professional, and courteous manner at all times, while supporting colleagues in their cross-matrix Neuronetics' roles. Finally, the Sr. Customer Ops Specialist is expected to provide ongoing relevant customer feedback in accordance with policies and procedures and to monitor our best-in-class performance.

Essential Duties/Responsibilities:

• Respond to all internal/external Customer telephonic and emailed inquiries promptly with professionalism and accuracy, while exercising judgment on proper handling of the communication


• Ability to achieve and maintain all departmental and individual call service level KPIs


• Ability to handle call volume and organize multiple priorities


• Resolve all inbound customer inquiries by following through to completion


• Problem solve and handle escalated issues appropriately


• Triage calls promptly and appropriately to Technical, Clinical, and Medical Operations teams


• Accurately and thoroughly record all Clinical, Medical, Complaint, and Feedback cases urgently for proper follow through by appropriate personnel and reporting purposes


• Serve as liaison between Sales and cross-matrix teams for adequate follow through on customer interactions and support needs


• Develop and cultivate relationships with both internal and external regional Customers to maintain best-in-class customer experience and serve as Voice of Customer


• Collaborate with regional Sales' team members and help drive activities to close new capital sales orders


• Support documentation and activities surrounding order to cash process, including quote preparation, document collection, scheduling, logistics, and revenue recognition


• Utilize ERP system for order entry, account updates, and documentation of activities for universal visibility


• Accurately place all orders and refunds related to capital equipment and consumable sales orders following proper procedures and with appropriate approval authority


• Ability to navigate ERP, CRM, and other proprietary platforms with proficiency


• Follow all policies and procedures to ensure accuracy and consistency


• Assist with Clinical Study orders and account management


• Assist with OUS supply orders and maintenance of OUS records


• Other Duties as needed or required

Knowledge, Skill, and Abilities:

• Possess excellent customer service skills, such as strong follow through skills and greater attention to detail


• Demonstrates excellent oral and written communication skills exercising patience, courtesy, and professionalism


• Proficient with adult learning principles and ability to alter training methods based on individual's learning style


• Independent thinker; ability to multi-task and manage a variety of issues sometimes without already established processes in place


• Proactive and innovative thinker monitoring trends and bringing new ideas to the table for ongoing process improvements and creating efficiencies within the department


• Intermediate computer skills including Microsoft Office, Internet, CRM use, cloud-based platforms, learning proprietary systems, and telephonic systems


• Strong problem-solving skills and the ability to identify issues, using sound judgment to engage when appropriate


• Well-developed organizational, interpersonal, and time management skills


• Ability to work independently and in a team environment


• Proven leader in supportive role providing relevant and constructive feedback to help guide team member's performance; serves as go-to and viewed as advisor to peer group


• Ability to work later hours when needed to provide coverage and support for Western region COS team members at end of month/quarter.

Education and Experience:

• BA/BS required


• 1-2 years of Customer Service experience


• 1-2 years life sciences or healthcare industry preferred


• 1-2 years direct patient and healthcare professional experience preferred

Preferred Skills:

• Neuroscience and understanding of medical terminology


• 1-2 years leadership experience in mentor type role

Physical Requirements

• Standing 10% / Sitting 90%


• Walking/Bending/Stooping 10%


• Lifting Requirem