Customer Success Coordinator

POCKET NURSE•Pittsburgh, PA

2d•Hybrid

About The Position

As a leading manufacturer and distributor of medical supplies and equipment for healthcare simulation and education, Pocket Nurse provides solutions and services that create hands-on learning experiences for the next generation of healthcare professionals. Our small business philosophy is, “Use your best judgement every day.” Not only do we give team members the guidance and tools to succeed, we give them autonomy to do their best for the company to succeed. This privately held company has been in business since 1992 and is experiencing strong growth year after year. The Customer Success Coordinator supports our Sales team by serving as the main liaison between our Customers, Suppliers, and internal Sales and Customer Service teams to ensure seamless execution of quotes and orders. Through this process, this position will be responsible for ensuring outstanding service to existing and prospective customers. Primary duties will include quick resolution of customer inquiries of coordination, shipping and freight quotes and clearly communicating proposals to the Sales team.

Requirements

Associate’s degree in a related field and 5 years of related experience in a customer-facing or sales support role.
Proficient in Microsoft Office products primarily Excel, Outlook, and Word.
Knowledge of principles and processes for providing customer service including customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
Excellent written and verbal communication skills with an emphasis on listening and identifying needs by asking appropriate questions and understanding concerns.
Well organized, with a high attention to detail and the ability to prioritize.
High level of independence and decision-making capabilities based on level of authorization.
Adaptable to changing priorities and urgent situations.
Ability to participate in a cross-functional team.
ERP or Order Entry software experience preferred.

Responsibilities

Serves as the primary contact on the Sales team for customer service-related inquiries and freight quote requests.
Works closely with Customer Service and Purchasing teams to assemble shipping quotes and create a clear and cohesive proposal for Sales.
Reviews and analyzes sales requests for higher level quotes including product descriptions, item numbers, and gross profit/pricing to prepare for review and entry into the ERP system.
Supports the sales team sending quote requests to customers and completing daily quote follow-ups as needed.
Acts as liaison between Customer Service Representatives and customers to ensure exceptional customer experience, efficiently address needs, and provide solutions.
Coordinates delivery logistics with the Distribution Center and Purchasing teams, suppliers, and customers to ensure orders arrive as expected.
Gathers and maintains necessary delivery forms to enable a seamless order flow.
Collaborates with Sales and Marketing teams on direct marketing and email campaign needs tailored to news articles and/or leads.
Ensures information for customer contacts is entered into HubSpot correctly.
Manages communication to customers for subscription-based renewals (i.e., SimEMR, Body Interact, and pump preventative maintenance).

Benefits

Competitive wages and quarterly bonus opportunities.
Medical, dental, and vision insurance coverage options.
401(k) retirement plan with company matching contributions.
Paid time off, personal time, paid holidays, and flexible hybrid onsite/remote work schedules.
Company-paid life insurance and short-term disability insurance.
Voluntary life, accident, critical illness, and long-term disability insurance.
Company-wide lunches and work-day events.
On-site fitness center, free parking, and dog-friendly offices.
Opportunities for career enhancements through training and educational programs.
The opportunity to make a difference in the ever-growing healthcare field.