Customer Care Coordinator - Delivery Scheduling I

Job Description

By joining Numotion, you will be a part of the nation's leading provider of Complex Rehabilitation Technology. Numotion is helping thousands of people with individually configured, medically necessary mobility products and services. From manual and powered wheelchairs to disposable medical supplies that serve unique medical and functional needs, we are improving the lives of people with disabilities by enabling them to actively participate in everyday life. Maintaining our standing as the industry leader in CRT comes from having a workforce with a diverse mix of minds, backgrounds and experiences, and we are committed to cultivating an inclusive work environment based on open dialogue, active listening and ongoing definitive actions.

JOB PURPOSE:

Schedules deliveries and coordinates the timely provision of services for Rehab and Aftersale order types.

KEY RESPONSIBILITIES:

§ Assists customers, referral sources and Numotion team members with Rehab and Aftersale delivery scheduling, enters and maintains accurate data in all applicable order tracking systems.

§ Communicates with clients and referral sources to find the optimal or recommended scheduling availability for their appointment.


§ Enters updates into all applicable order tracking systems, ensuring all efforts are made to optimize ATP and seating technician schedules.


§ Responds to customer and referral source inquiries and requests in a timely manner working with other staff members to increase customer satisfaction and turnaround times.


§ Takes responsibility to completely resolve issues without additional transfers and/or de-escalate customers whenever possible.

§ Meets all set productivity and performance standards.

§ Participates in Rehab initiatives to continuously improve department results.

§ Other duties as assigned

§ Utilize Numotion Leadership Principles to perform job with integrity, compliance, and values consistent with Numotion's mission.


§ Adhere to employee or customer confidentiality and comply with Numotion's policies and federal regulations.


§ Provide excellent customer service for all internal and external customers of the operations at all times. Provide solutions for customer concerns and continually focus on customer service as our top priority.

§ The above duties and responsibilities are not an all-inclusive list but rather a general representation of the duties and responsibilities associated with this position. The duties and responsibilities will be subject to change based on organizational needs and/or as deemed necessary by management.

REQUIRED QUALIFICATIONS, SKILLS, AND EXPERIENCE:

• High school diploma or general education degree (GED) or equivalent combination of experience and education.


• Minimum one year of customer service experience or dispatching/routing experience.

PREFERRED COMPETENCIES AND QUALIFICATIONS:

§ Strong communication skills, both written and verbal

§ Strong listening, organization and priority setting skills.

§ Ability to work in a fast-paced environment and juggle multiple priorities.

§ Ability to think quickly, assess a situation and make a sound decision.


§ Ability to provide best-in-class customer service


§ Knowledge of complex rehab equipment and products


§ Prior experience working in durable medical equipment industry


§ Demonstration of exceptional interpersonal and problem-solving skills both internally and externally with customers.


§ Knowledge of MS Word, Excel, PowerPoint, and Outlook


PHYSICAL WORK REQUIREMENTS:

The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


§ Frequent use of hands, wrists, fingers associate with computer equipment.

§ Prolonged periods of time working at a desk and/or on a computer.

§ Occasionally move and reach with arms and hands.

§ Ability to communicate effectively.

§ Ability to work overtime as needed.

At Numotion, we offer competitive compensation packages, including medical, dental and vision insurance, short-term and long-term disability, a 401k, and life insurance. Numotion is an equal opportunity employer. We strive for a workplace that reflects the communities we serve and do not tolerate discrimination against our employees, customers, and partners regardless of ethnicity, disability, gender identity, sexual orientation, religion, age, citizenship, marital or veteran status. Numotion is a drug-free workplace. Candidates are required to pass a drug test before beginning the employment.