Operations Specialist - Customer Care

Position Summary:


Direct Supply is building the future of healthcare technology with industry-leading products, solutions and platforms to help improve the lives of millions of seniors and those who care for them.


In the Operations Specialist role, you'll use your skills and experience as a liaison between our customers and suppliers to resolve issues and concerns that occur either pre- or post-sale. You'll talk with customers to understand their situation/need such as cancellations, replacements and backordered items, then work with vendors and internal teams to resolve those issues. Additionally, you'll identify trends and work directly with suppliers to enforce contracts and meet supplier performance goals.

Skills Needed:

• Provides Customer Value - Delivers cutting-edge, tech-driven solutions paired with outrageous customer service with an eye to profitability. Seizes opportunities that reward both the customer and DS, fostering robust customer relationships.
• Demonstrated proficiency in Microsoft Word, Excel and Outlook .
• Communicates Effectively - Develops and delivers impactful communications for diverse audiences across channels. Excels in both small and large group interactions. Captures attention, actively listens, and guides discussions towards targeted goals.
• Deals with Ambiguity - Adapts smoothly to change and thrives in ambiguity, maintaining composure and productivity. Maintains progress despite incomplete information and tackles complex issues constructively.
• Superior organizational and time management skills with ability to prioritize and meet deadlines and resolve problems.
• Solves Problems - Uses technology and sharp logic to craft inventive solutions to complex issues, digging deep to tackle root causes. Conducts impartial analysis, leaving no stone unturned for comprehensive insights.

What You'll Do and Impact:

• Interact with customers over the phone and email to understand their needs.
• Research issues, then collaborate closely with internal and external resources to determine and implement solutions.
• Manage the fulfillment and post-order service for an assigned group of suppliers. Act as a liaison between our customers and suppliers to ensure processes align with our commitment to outstanding service.
• Provide exceptional customer service to both internal and external customers, emphasizing quality and timely resolution.
• Initiate quality improvement strategies and projects to minimize customer service concerns.
• Collaborate with suppliers to enforce contracts and meet performance expectations.
• Develop and maintain product understanding and expertise for assigned suppliers.
• Utilize data to identify trends in supplier performance and service interruptions.
• Stay current with new technologies as our organization transforms.

Experience:

• Demonstrated success in previous customer service experience

Additional Items of Interest:

• Bachelor's degree in Operations, Supply Chain, or Business
• Experience in working in a software or technology company

Job to be performed in the location listed. Generous benefit package available.


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