Onsite Customer Service Specialist

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 900 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 opportunity for a full-time On Site Customer Service Specialist in Detroit, MI location. A Customer Service Specialist On-Site will provide face to face customer service support for the VA Medical Facility by obtaining, analyzing and verifying the accuracy of order information in a timely manner. Initiates and/or implements adjustments as needed in order to ensure that an excellent standard of service and a high level of customer satisfaction is maintained, coordinates the handling of difficult and/or unusual situations. Provides extraordinary service and acts as a liaison with other internal Concordance Healthcare Solutions departments to fulfill all needs of the customer.

Essential Functions:

This position works directly with the customer’s logistics department as well as other internal departments to facilitate day to day customer needs by providing excellent service, problem resolution and open communication.

• Receives, processes and verifies the accuracy of orders from customers, utilizing the resolution reports.
• Answers questions regarding pricing, order status, damaged product, or any other topics customers have.
• 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.
• Track backorders and keep necessary parties updated on current status of orders.
• Resolves product or service problems.
• Utilizes product knowledge to assist customers with questions and make sure they receive the items that best suit their needs.
• Recommends potential substitutes by analyzing customer needs and product availability.
• Act as a liaison between customer and other company personnel and departments to resolve order-related issues.
• Assists with maintaining financial accounts by processing customer adjustments.
• Contributes to the development and maintenance of standards, policies and procedures regarding customer service.
• Assist VA facility identifying core supply list.
• Offer guidance regarding allocated products.
• Other duties as assigned.

What You Will Need to be Successful:

• High school diploma or equivalent combination of education and experience.
• Previous customer service and/or distribution experience preferred.
• Must have strong computer skills. Proficient with Excel and Word required, ability to learn VAI internal computer system.
• 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.
• Be able to work independently while also being a team player.
• 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 Detroit, MI.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)