Customer Care Coordinator - Delivery Sched. I

Numotion•Columbus, OH

13d

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 and maintains accurate information in order-tracking systems. It works with clients and referral sources to identify suitable appointment availability and makes updates to help optimize ATP and seating technician schedules. The coordinator responds promptly to inquiries, collaborates with staff to improve customer satisfaction and turnaround times, and takes responsibility for resolving issues or de-escalating customers whenever possible. The role meets productivity and performance standards, participates in Rehab initiatives to improve departmental results, and provides excellent service to internal and external customers. It also follows Numotion policies and federal regulations, protects confidential information, and performs other duties as assigned. Duties may change based on organizational needs or management direction. The position requires a high school diploma or GED, or an equivalent combination of experience and education, and at least one year of customer service or dispatching/routing experience. Preferred qualifications include strong communication, listening, organization, prioritization, decision-making, interpersonal, and problem-solving skills; the ability to manage competing priorities in a fast-paced environment; knowledge of complex rehabilitation equipment and products or experience in the durable medical equipment industry; and familiarity with Microsoft Word, Excel, PowerPoint, and Outlook. The work involves frequent use of hands, wrists, and fingers with computer equipment; prolonged periods at a desk or computer; and occasional reaching and movement of the arms and hands. Reasonable accommodations may be made to enable employees to perform essential functions. The ability to work overtime as needed is required. Numotion offers competitive compensation and medical, dental, vision, short- and long-term disability, 401(k), and life insurance benefits. Candidates must pass a drug test before beginning employment.

Requirements

High school diploma or GED, or an equivalent combination of experience and education.
At least one year of customer service experience or dispatching/routing experience.
Ability to meet the position’s essential functions with reasonable accommodations as necessary.
Ability to work overtime as needed.
Candidates must pass a drug test before beginning employment.

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 juggle 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 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 find 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, working with staff to improve customer satisfaction and turnaround times.
Resolve 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, including duties that may change based on organizational needs or management direction.
Use Numotion Leadership Principles and perform the job 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 internal and external customer service, address customer concerns, and prioritize customer service.