Onsite Customer Service Specialist

Concordance Healthcare Solutions Careers•Ann Arbor, MI

2d•Onsite

About The Position

Concordance Healthcare Solutions is seeking a full-time On Site Customer Service Specialist in Ann Arbor, MI. This role provides face-to-face customer service support for the VA Medical Facility by obtaining, analyzing, and verifying order information accuracy in a timely manner. The specialist will initiate and/or implement adjustments as needed to ensure excellent service and high customer satisfaction, coordinating the handling of difficult or unusual situations. This position acts as a liaison with other internal Concordance Healthcare Solutions departments to fulfill customer needs, working directly with the customer’s logistics department and other internal departments to facilitate day-to-day customer needs by providing excellent service, problem resolution, and open communication.

Requirements

High school diploma or equivalent combination of education and experience.
Previous customer service and/or distribution experience preferred.
Must have strong computer skills.
Proficient with Excel and Word required, ability to learn VAI internal computer system.
High energy, positive attitude and customer service oriented.
Must have excellent communication skills, and be forward thinking.
Must be detail oriented and possess analytical skills, must be flexible and have the ability to multi-task.
Be able to work independently while also being a team player.
Successfully pass a pre-employment (post offer) background check and drug screening.

Responsibilities

Receives, processes, and verifies the accuracy of orders from customers, utilizing the resolution reports.
Answers questions regarding pricing, order status, damaged product, or any other topics customers have.
Initiates required action for response to customer service requests for order changes, including the maintenance of order/customer information files and communicates changes to the appropriate personnel/departments.
Track backorders and keep necessary parties updated on current status of orders.
Resolves product or service problems.
Utilizes product knowledge to assist customers with questions and make sure they receive the items that best suit their needs.
Recommends potential substitutes by analyzing customer needs and product availability.
Act as a liaison between customer and other company personnel and departments to resolve order-related issues.
Assists with maintaining financial accounts by processing customer adjustments.
Contributes to the development and maintenance of standards, policies, and procedures regarding customer service.
Assist VA facility identifying core supply list.
Offer guidance regarding allocated products.
Other duties as assigned.