What are the responsibilities and job description for the Internal Ops Support position at Impilo?
Internal Support Operations Specialist
Impilo Health
Location: Philadelphia, Pennsylvania
About Us: Impilo Health is an innovative logistics and technology organization based in Philadelphia, committed to revolutionizing healthcare delivery. We leverage cutting-edge technology and advanced logistics solutions to improve access to medical supplies and services, with a focus on underserved communities.
Job Overview: We are seeking an energetic, detail-oriented Internal Support Operations Specialist to play an integral role, closing the gaps between customer support and warehouse operations.
Responsibilities:
- Manage all support operations related to e-commerce store
- Work closely with procurement operations team to ensure orders are fulfilled in a timely manner
- Maintain online Shopify account
- Create / Manage support tickets related to inbound inquiries, orders, returns, address confirmations, and delivery issues (claims)
- Main point of contact for accounts team for questions related to orders
- Creation and maintenance of inventory - ensuring customer order options match physical inventory and operations kit guides
- Work with warehouse manager for customer inventory control and management, ensuring accuracy and minimizing discrepancies
- Monitor customer returns to minimize claims and increase refurbishment turnaround time
- Perform root cause analysis for internal mistakes related to customer shipments (e.g. shipped wrong product, missed SLA in shipment time)
- Develop reports for open RMAs against physical receipts
- Work with operations and support teams to coordinate and track device claims
- Develop reports for open claims to ensure resolution
- Minimize customer and Impilo liability for lost devices
Qualifications:
- Experience working in supply chain management or related field
- Understanding of the healthcare industry
- Understanding of warehouse and fulfillment operations, inventory management, and logistics
- Experience working in a fast-paced, team-oriented environment
- Experience with e-commerce fulfillment and management
- Experience in customer service
Skills:
- Process improvement
- Problem-solving and decision-making
- Data analysis and reporting
- Health and safety management
- Strong communication and interpersonal skills
- Time management and organization
Experience:
- 3-5 years of experience in supply chain
- Experience with medical supplies or pharmaceuticals storage and handling is preferred
- Track record of implementing efficiency improvements in warehouse operations
- Familiarity with FDA regulations and GMP standards is a plus
Education:
- Bachelor's degree in Logistics, Supply Chain Management, or related field
Benefits:
- Comprehensive health, dental, and vision insurance
- Opportunity to make a significant impact on healthcare through efficient logistics
Impilo Health is an equal opportunity employer. We value diversity and are committed to creating an inclusive environment for all employees.
