Customer Care Coordinator - Delivery Sched. I (CCCDSI)

Numotion•McAllen, TX

25d

About The Position

The Customer Care Coordinator schedules deliveries and coordinates the timely provision of services for Rehab and Aftersale order types. The role assists customers, referral sources, and Numotion team members with delivery scheduling, maintains accurate information in order tracking systems, and coordinates appointment availability while helping optimize ATP and seating technician schedules. The coordinator responds promptly to inquiries, works with staff to improve customer satisfaction and turnaround times, and takes ownership of resolving issues and de-escalating customers when possible. The position also supports department improvement initiatives, meets productivity and performance standards, and provides excellent service to internal and external customers while following Numotion policies, federal regulations, confidentiality requirements, and Leadership Principles. Duties may change based on organizational needs or management direction.

Requirements

High school diploma or GED, or an equivalent combination of experience and education.
At least one year of customer service or dispatching/routing experience.
Ability to meet the position’s essential functions with reasonable accommodation as necessary.
Ability to work overtime as needed.

Nice To Haves

Strong written and verbal communication skills.
Strong listening, organization, and priority-setting skills.
Ability to work in a fast-paced environment and manage multiple priorities.
Ability to assess situations quickly and make sound decisions.
Ability to provide best-in-class customer service.
Knowledge of complex rehabilitation equipment and products.
Prior experience in the durable medical equipment industry.
Exceptional interpersonal and problem-solving skills with internal and external customers.
Knowledge of MS Word, Excel, PowerPoint, and Outlook.

Responsibilities

Assist customers, referral sources, and Numotion team members with Rehab and Aftersale delivery scheduling.
Enter and maintain accurate data in applicable order tracking systems.
Communicate with clients and referral sources to identify optimal or recommended appointment availability.
Update order tracking systems and make efforts to optimize ATP and seating technician schedules.
Respond promptly to customer and referral source inquiries and requests, coordinating with staff to improve customer satisfaction and turnaround times.
Resolve issues fully without unnecessary transfers and de-escalate customers whenever possible.
Meet established productivity and performance standards.
Participate in Rehab initiatives to continuously improve department results.
Perform duties with integrity and in accordance with Numotion Leadership Principles, compliance requirements, and company values.
Protect employee and customer confidentiality and comply with company policies and federal regulations.
Provide excellent customer service and solutions for customer concerns.
Perform other duties as assigned.