Customer Experience & Operations Specialist

SUMMARY: Provide an optimal service experience for all customers (external and internal). The primary focus of the Customer Experience and Operations Specialist is facilitating scheduling, supply chain transactions, and full circle customer service outreach with facilities and physician offices in assigned geographic regions to ensure an optimal experience.

Duties And Responsibilities

• Serve as a single point of contact for facilities and physicians’ offices to strengthen and streamline the process of scheduling, supply chain ordering, and overall customer (internal/external) experience.
• Complete a Customer Service courtesy follow up to facility and physician’s office after every visit completed visit.
• Record customer feedback & resolution into Salesforce.
• Report any challenges or improvements to management.
• Ensure management has followed up reported items.
• Follow up with the customers to ensure expectations have been met.
• Monitor and create monthly reporting to quantify Customer Satisfaction
• Initiative-taking Customer Scheduling
• Confirm Work Orders a minimum of 3 weeks in advance with both the facility and physician’s office.
• Update Work Orders in accordance with confirmed case numbers, implant orders, and additional required information.
• Update active contacts for both facilities and physician’s office within Salesforce as needed.
• Update and dispatch work orders with accurate equipment and staffing per the direction of management
• Assist with all supply chain-related transactions for assigned geographic regions.
• This includes but is not limited to:
• Proactively gather implant information and accurate order.
• Order supplies and instrumentation with initiative-taking diligence and under the supervision of management.
• Verify that all work orders are prepared and systematically/physically staged correctly.
• Organizing and facilitating Inventory Counts and Consignment Audits under the direction of management.
• Receive, prepare, and stage products as required.
• Preparing, staging, tracking, and ordering surgical instrumentation under the supervision of management.
• Maintain inventory locations for safety, sterility, quality assurance, and expirations.
• Assist with regional Fleet and Logistics
• Receive equipment and vehicle repair requests from the staff and schedule in accordance with assigned vendors.
• Maintain a record of all equipment and vehicle maintenance under the direction of management.
• Periodically evaluate localized equipment and vehicles for quality assurance
• Perform all other duties or special projects as assigned.
  

Qualifications

• Associate degree or higher preferred
• One to two years related experience or equivalent.
• Basic computer skills with working knowledge of Microsoft Office Suite (Word, Excel, Outlook).
• Excellent customer service skills.
• Ability to be empathetic and treat others with dignity.
• Ability to collaborate with a team mindset.
• Commitment to excellence and exacting standards.
• Excellent written and oral communication skills.
• Strong organizational, problem-solving, and analytical skills.
• Ability to manage priorities and workflow.
• Ability to be prompt for scheduled workdays.
• Ability to maintain clean driving record.
• Versability, flexibility, and a willingness to work within constantly changing priorities with enthusiasm.
• Acute mindfulness.
• Good judgement with the ability to make timely and sound decisions.
• Ability to understand and follow written and verbal instructions.
• Able to work collaboratively with multiple health professionals in a busy and complex environment using tact, diplomacy, and discipline.
  
  

Competencies

• Diversity - Demonstrates knowledge of Equal Employment Opportunity policy; Shows respect and sensitivity for cultural differences; Educates others on the value of diversity; Promotes a harassment-free environment; Builds a diverse workforce.
• Ethics - Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values.
• Problem Solving--Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
• Customer Service--Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
• Motivation--Sets and achieves challenging goals; Demonstrates persistence and overcomes obstacles; Measures self against standard of excellence; Takes calculated risks to accomplish goals.
• Planning/Organizing-Prioritizes and plans work activities; Uses time efficiently; Plans for additional resources; Sets goals and objectives; Organizes or schedules other people and their tasks; Develops realistic action plans.
• Professionalism--Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
  
  

Physical Demands And Work Environment

• Frequently required to stand, walk, and sit.
• Frequently required to utilize hand and finger dexterity
• Occasionally required to bend, stoop, or kneel.
• Frequently required to talk or hear.
• Frequently utilize visual acuity to operate technical information, and/or use a keyboard.
• Frequently required to lift /push/carry items up to fifty pounds
• Occasionally exposure to outside weather conditions
• Driving short and/or long distances in cargo van and/or passenger vehicle when needed
  
  

Behaviors

• Outstanding customer service with experience in handling challenging situations in a professional manner.
• Communication – Ability to communicate effectively and adapt to the audience and changing environment. Strives for clarity, consistency, and professionalism.
• Customer Service Oriented – Friendly, cheerful, and helpful.
• Meticulous – Ability to pay attention to the minute details of a task.
• Flexibility - Ability to adapt easily to changing conditions and work responsibilities.
• Positivity – Display a positive, helpful attitude regardless of the situation.
• Teamwork – Continue to work as part of the team and collaborate for the benefit of all.