Customer Care Coordinator - Delivery Sched. I (CCCDSI)

Numotion•Kansas City, MO

26d

About The Position

The Customer Care Coordinator schedules deliveries and coordinates the timely provision of services for Rehab and Aftersale orders. The role assists customers, referral sources, and Numotion team members with delivery scheduling, maintains accurate information in applicable order tracking systems, and works to optimize ATP and seating technician schedules. It responds to inquiries and requests in a timely manner, resolves or de-escalates customer issues where possible, and contributes to customer satisfaction, turnaround times, productivity, and continuous improvement in the Rehab department. The position requires providing excellent service to internal and external customers, following Numotion’s policies and federal regulations, and protecting employee and customer confidentiality. The coordinator is expected to act with integrity and in keeping with Numotion’s mission and leadership principles. Duties may change based on organizational needs. The role involves frequent computer use and prolonged desk or computer work, with occasional reaching and moving of the arms and hands. Overtime may be needed. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Requirements

High school diploma, GED, or equivalent combination of experience and education.
At least one year of customer service experience 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 rehab equipment and products.
Prior experience in the durable medical equipment industry.
Exceptional interpersonal and problem-solving skills with internal colleagues and external customers.
Knowledge of Microsoft 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 determine 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 or 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.
Use Numotion Leadership Principles and act with integrity, compliance, and values consistent with Numotion’s mission.
Protect employee and customer confidentiality and comply with Numotion policies and federal regulations.
Provide excellent service to internal and external customers and offer solutions to customer concerns.