Customer Care Coordinator - Delivery Sched. I

Numotion•Columbus, OH

12d

About The Position

The Customer Care Coordinator schedules deliveries and coordinates timely services for Rehabilitation (Rehab) and Aftersale orders. The role assists customers, referral sources, and Numotion team members with delivery scheduling; communicates to find suitable appointment availability; and maintains accurate updates in applicable order-tracking systems. Scheduling efforts should optimize ATP and seating technician schedules. The coordinator responds promptly to inquiries, works with colleagues to improve customer satisfaction and turnaround times, and takes ownership of resolving issues and de-escalating customers where possible. The role is expected to meet productivity and performance standards, participate in Rehab initiatives, provide excellent service to internal and external customers, and follow Numotion’s leadership principles, confidentiality requirements, policies, and applicable federal regulations. Duties may change based on organizational needs or management direction. The position involves frequent computer use, prolonged periods at a desk or computer, and occasional reaching and movement with the arms and hands. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Overtime may be needed.

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 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 think quickly, assess situations, 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.
Communicate with clients and referral sources to identify optimal or recommended appointment availability.
Enter and maintain accurate information and updates in applicable order-tracking systems.
Make scheduling efforts to optimize ATP and seating technician schedules.
Respond to customer and referral source inquiries and requests promptly, working with other staff to improve customer satisfaction and turnaround times.
Take responsibility for resolving 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 duties with integrity and in accordance with Numotion’s leadership principles, mission, values, and compliance requirements.
Protect employee and customer confidentiality and comply with Numotion policies and federal regulations.
Provide excellent customer service to internal and external customers and offer solutions to customer concerns.
Perform other duties as assigned.