Customer Experience & Logistics Specialist

ActivStyle•St. Paul, MN

9d•Onsite

About The Position

The Customer Experience & Logistics Coordinator plays a critical role in supporting operational continuity, vendor performance, and regulatory-aligned customer service within a healthcare/DME environment. This position serves as a direct liaison between internal business operations and external vendor partners, including distributors and manufacturers, ensuring accurate product flow, compliant procurement practices, and a high standard of customer experience. This role requires disciplined coordination of vendor relationships, inventory system management support, and escalation management while maintaining strong awareness of healthcare compliance requirements, documentation accuracy, and audit readiness. The coordinator helps safeguard service delivery by proactively addressing supply chain risks, vendor performance gaps, and customer issues in a manner consistent with organizational policies and industry regulations.

Requirements

2+ years of experience in healthcare operations, DME, logistics, or vendor coordination preferred
Experience in regulated or compliance-driven environments is highly desirable
Strong organizational and documentation discipline
Proficiency in Microsoft Excel and other office systems
Excellent communication and problem-solving skills
Ability to manage competing priorities
Detail-oriented with strong accountability
Ability to lift, move, and transport boxes and materials weighing up to 70 pounds
Ability to stand, bend, reach, and perform light warehouse or mailroom tasks as needed
Ability to safely handle packages and shipments in a fast-paced environment
Ability to sit and work at a computer for extended periods
Occasional walking between departments or facilities may be required
Adequate and reliable transportation to work in the office
Able to perform all job responsibilities with or without reasonable accommodation

Responsibilities

Serve as a primary operational liaison between internal teams and external vendors, distributors, and manufacturers
Monitor daily vendor performance and service levels to ensure expectations are met
Participate in vendor calls and performance reviews; document and track corrective actions
Escalate service disruptions or compliance concerns through appropriate channels
Reroute customer orders to alternate suppliers when necessary to protect continuity of care
Maintain accurate documentation of vendor communications and issue resolution
Maintain inventory pricing files and vendor product data with high accuracy
Support demand forecasting and vendor supply planning activities
Assist in managing procurement challenges while ensuring adherence to approved vendor practices
Coordinate with operations teams to minimize product shortages and backorders
Support audit-ready documentation related to purchasing and vendor transactions
Investigate logistics-related customer escalations and drive timely resolution
Act as a customer advocate while balancing regulatory and operational requirements
Ensure communication is clear, documented, and compliant
Identify recurring service risks and recommend process improvements
Maintain vendor sales tracing files and supporting operational records
Assist with performance reporting tied to vendor service levels and fulfillment metrics
Support data integrity for operational and compliance reporting
Handle inbound/outbound organizational mail and controlled shipments
Coordinate sample shipments and vendor-related deliveries
Support logistics documentation and chain-of-custody awareness where applicable
Adhere to all company policies related to healthcare operations and vendor engagement
Maintain confidentiality and proper handling of PHI and sensitive information
Support audit readiness through accurate recordkeeping
Follow procurement and vendor management procedures aligned with regulatory expectations
Escalate compliance risks promptly
Other duties as assigned to support the function