We are seeking a highly responsive, customer-focused, and solutions-oriented Customer Experience Specialist to deliver an exceptional end-to-end experience for customers.
Responsibilities:
- Manage inbound customer calls and emails professionally and efficiently.
- Aim to provide one-touchpoint resolution wherever possible.
- Take ownership of customer inquiries from initial contact through satisfactory resolution.
- Understand customer needs and either provide the appropriate solution or connect the customer with the correct internal team member.
- Maintain approximately a 40% outbound call ratio to provide proactive customer support.
- Contact customers with updates regarding orders, returns, product assistance requests, and other outstanding matters.
- Provide responsive confirmations that allow customers to effectively plan for product deliveries.
- Provide customers with accurate updates regarding orders, shipments, and expected delivery timelines.
- Proactively communicate delays and other changes that could affect customer deliveries.
- Offer appropriate solutions such as product substitutions, split shipments, or other available alternatives.
- Act as a liaison for customer requests raised by Sales Representatives.
- Ensure both the customer and Sales Representative receive appropriate updates throughout the resolution process.
- Collaborate with Sales, Quality, Operations, Revenue Cycle Management, and other internal teams to resolve customer needs.
Requirements:
- Bachelor's degree in Business Administration, Communications, Marketing, Customer Experience, Healthcare Administration, or a related field is preferred.
- At least 2 years of experience in customer service and/or order management.
- Experience within the medical device industry is preferred but not required.
- Experience handling customer inquiries through both phone and email.
- Experience managing customer orders, returns, complaints, or similar service requests is advantageous.
- Experience working independently within a fast-paced customer service environment is preferred.
