Customer Care Coordinator - Delivery Sched. I (CCCDSI)

Numotion•San Antonio, TX

26d

About The Position

The Customer Care Coordinator schedules deliveries and coordinates timely service for Rehab and Aftersale orders. The role supports customers, referral sources, and Numotion team members with delivery scheduling, maintains accurate information in order tracking systems, and coordinates appointment availability to optimize ATP and seating technician schedules. The coordinator responds promptly to inquiries, resolves customer issues when possible without additional transfers, and works to improve customer satisfaction and turnaround times. The position also requires meeting productivity and performance standards, participating in initiatives to improve department results, and performing other duties as assigned. Employees are expected to act consistently with Numotion’s leadership principles, mission, policies, confidentiality requirements, and applicable federal regulations, while providing excellent service to internal and external customers. Duties may change based on organizational needs or management direction. The role requires frequent use of hands, wrists, and fingers while working with computer equipment, and prolonged periods seated at a desk or working on a computer. Employees may occasionally move and reach with their arms and hands. Reasonable accommodations may be made to support performance of essential functions. Overtime may be required as needed.

Requirements

High school diploma, GED, or an equivalent combination of experience and education.
At least one year of customer service or dispatching/routing experience.
Ability to meet the essential functions of the position with reasonable accommodations as necessary.
Ability to communicate effectively.
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

Schedule deliveries and coordinate timely services for Rehab and Aftersale orders.
Assist customers, referral sources, and Numotion team members with delivery scheduling.
Enter and maintain accurate information in applicable order tracking systems.
Coordinate 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 customer issues without additional transfers and de-escalate customers whenever possible.
Meet established productivity and performance standards.
Participate in Rehab initiatives to continuously improve department results.
Perform other duties as assigned.
Follow Numotion leadership principles, policies, confidentiality requirements, and applicable federal regulations.
Provide excellent customer service and solutions to customer concerns for internal and external customers.