What are the responsibilities and job description for the Client Support Specialist position at Alliant Healthcare Group?
Job Title: Client Support Specialist
Location: Grand Rapids, MI
Department: Client Services
Reports to: Director of Client Services
Location: Grand Rapids, MI
Department: Client Services
Reports to: Director of Client Services
Company Overview:
Alliant Biotech Delivers orthopedic solutions with a surgeon-driven approach, offering implants and biotechnology products grounded in two decades of research and patient care focus. We are committed to providing innovative solutions to healthcare professionals and delivering exceptional service to our customers. Our team is passionate about improving patient outcomes and supporting our distributors with high-quality orthopedic products and services.
Job Summary:
The Client Support Specialist will serve as the primary point of contact for Alliant Biotech’s distributors and customers, providing exceptional support in managing orders, inventory, replenishments, and quotes. This role requires expertise in SAP for managing consignment inventory and performing essential administrative duties, such as customer and supplier setup, order processing, and managing product flows. The ideal candidate will be organized, detail-oriented, and able to communicate effectively across various channels (phone, email, and text).
The Client Support Specialist will serve as the primary point of contact for Alliant Biotech’s distributors and customers, providing exceptional support in managing orders, inventory, replenishments, and quotes. This role requires expertise in SAP for managing consignment inventory and performing essential administrative duties, such as customer and supplier setup, order processing, and managing product flows. The ideal candidate will be organized, detail-oriented, and able to communicate effectively across various channels (phone, email, and text).
Key Responsibilities:
- Customer Onboarding:
Onboard new customers and distributors by assisting in completing paperwork, ensuring all necessary documentation is submitted accurately and in a timely manner. - Order Management:
Process orders for orthopedic products, ensuring accurate entry of information in SAP, and confirming orders with distributors/customers. Provide confirmation of ETA to customers and troubleshoot order discrepancies as needed. - Inventory and Replenishment Management:
Maintain consignment inventory in SAP, including monitoring product levels, managing replenishment schedules, and ensuring that distributor stock is consistently available. Work with internal teams to monitor product usage and proactively manage inventory needs. - Quote Creation and Management:
Assist with accurate product quotes for customers and distributors based on their specific needs. Ensure quotes are created in a timely manner and reflect the correct pricing, product details, and applicable discounts. Follow up with customers or distributors to ensure successful quote conversion into orders. - Vendor Support & Communication:
Manage requests from distributors through various communication channels, including phone, email, and text. Provide timely, clear, and accurate responses to inquiries regarding orders, inventory levels, shipments, and product information. - Data Entry & System Management:
Ensure all order, and customer data is accurately entered and updated in SAP. Regularly review SAP reports and maintain organized records for easy reference and reporting. - Product Knowledge & Support:
Maintain up-to-date knowledge of Alliant Biotech's orthopedic product offerings, including features, specifications, and best practices. Assist distributors with any product-related questions and provide support as needed. - Customer Service Excellence:
Demonstrate a strong customer service orientation by ensuring that distributors and customers have a positive experience. Handle any issues or escalations in a timely and professional manner, maintaining strong relationships with customers. - Cross-functional Collaboration:
Collaborate with internal teams, including sales, logistics, operations, and accounting to ensure customer satisfaction and efficient order fulfillment. Provide feedback to relevant departments regarding distributor needs and inventory issues.
Qualifications:
- Education:
High school diploma or equivalent required; bachelor’s degree in related field preferred - Experience:
- 5 years of experience in customer support, logistics, or inventory management, preferably in the medical device or orthopedic industry.
- Strong familiarity with SAP, particularly in managing consignment inventory, processing orders, and generating quotes.
- Experience in orthopedic sales or working with orthopedic products is highly preferred.
- Skills:
- Proficient in SAP, Microsoft Office (Excel, Word, Outlook).
- Strong organizational skills with a high attention to detail and the ability to manage multiple tasks simultaneously.
- Excellent verbal and written communication skills.
- Ability to work independently as well as in a team environment.
- Strong problem-solving skills and the ability to manage customer issues in a professional and efficient manner.
- Attributes:
- Customer-focused with a passion for providing outstanding service.
- Strong interpersonal skills with the ability to build rapport with customers and colleagues.
- Proactive and able to anticipate needs and take initiative.
- Ability to adapt in a fast-paced work environment.
Working Conditions:
- Full-time, on-site position.
- Occasional overtime may be required to meet business needs.
- Ability to sit at a desk and use a computer for extended periods.