Customer Success Coordinator

Description

DiaMedical USA is a fast-growing medical equipment distributor looking to fill a Customer Success Coordinator position in our Farmington Hills, MI office. At DiaMedical USA, our mission is to improve quality healthcare by acting as a turnkey solution for healthcare facilities and educational institutions, allowing clinicians and instructors to prioritize patient care. As one of the largest healthcare and education equipment providers in the country, we achieve our mission by simplifying the purchasing process and operating as a single source supplier of over 1,500 healthcare and instructional manufacturers.

The Customer Success Coordinator supports our Instructional Sales team by serving as the main liaison between our Customers, Suppliers, and internal Sales and Customer Service teams to ensure seamless execution of quotes and orders. Through this process, this position will be responsible for ensuring outstanding service to existing and prospective customers. Primary duties will include quick resolution of customer inquiries of coordination, shipping and freight quotes and clearly communicating proposals to the Instructional Sales team.

Key Responsibilities and other duties as assigned:

• Serves as the primary contact on the Instructional Sales team for customer service-related inquiries and freight quote requests.
• Works closely with Customer Service and Purchasing teams to assemble shipping quotes and create a clear and cohesive proposal for Instructional Sales.
• Reviews and analyzes sales requests for higher level quotes including product descriptions, item numbers, and gross profit/pricing to prepare for review and entry into the ERP system.
• Acts as liaison between Customer Service Representatives and customers to ensure an exceptional customer experience, efficiently address needs, and provide solutions.
• Coordinates delivery logistics with the Warehouse and Purchasing teams, suppliers, and customers to ensure orders arrive as expected.
• Gathers and maintains necessary delivery forms to enable a seamless order flow.
• Collaborates with Sales and Marketing teams on direct marketing and email campaign needs tailored to news articles and/or leads.
• Ensures information for customer contacts is entered into Netsuite correctly.
• Manages communication to customers for subscription-based renewals (i.e., SimEMR and pump preventative maintenance).

Supervisory Responsibilities:

• None

Education:

• Associate’s degree in a related field and 5 years of related experience in a customer-facing or sales support role.

Skills and Experience:

• Proficient in Microsoft Office products primarily Excel, Outlook, and Word.
• Knowledge of principles and processes for providing customer service including customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
• Excellent written and verbal communication skills with an emphasis on listening and identifying needs by asking appropriate questions and understanding concerns.
• Well organized, with a high attention to detail and the ability to prioritize.
• High level of independence and decision-making capabilities based on level of authorization.
• Adaptable to changing priorities and urgent situations.
• Ability to participate in a cross-functional team.
• ERP or Order Entry software experience preferred.

Benefits and Compensation:

• Competitive wages
• Medical, dental, and vision insurance coverage options.
• 401(k) with company match.
• Paid time off, personal time, & paid holidays.
• Casual dress code.
• The opportunity to make a difference in the ever-growing healthcare field.

Physical and Cognitive Demands:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. However, for Americans with Disabilities Act (ADA) purposes, the essential functions of the job may or may not have been described for purposes of ADA reasonable accommodation.  All reasonable accommodation requests will be reviewed and evaluated on a case-by-case basis to enable individuals with disabilities to perform the essential functions.

While performing the duties of this position, the employee is regularly required to sit; talk; hear; use hands to finger, handle, or feel; and reach with hands and arms. The employee is occasionally required to stand; walk; lift and/or move up to 15 pounds. No employee is authorized to lift weight over 50 pounds without assistance. Specific vision abilities required by this job include close, distance, color, peripheral, depth perception and ability to adjust focus.

This role requires the individual to be able to understand, remember, apply and communicate moderately complex information and problems, opposing points of view on moderately complex issues and collaborate and explore alternative solutions; organize and prioritize thoughts, ideas, and own work schedule; apply common sense, analyze and make decisions which have significant impact on the immediate work unit and monitor impact outside immediate work unit; express written and spoken word for internal and external communications and compose materials such as detailed reports, forms, letters, manuals, presentations, etc. and communicate information; compute, analyze, and interpret data for reporting purposes; and use basic mathematical skills including ability to add, subtract, multiply, divide and to record, balance, and check results for accuracy.

DiaMedical is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, genetic information, national origin, disability, veteran status, and other protected characteristics. Information is available here:   http://www1.eeoc.gov/employers/upload/eeoc_self_print_poster.pdf

Qualifications