Supply Chain Customer Service Associate (Full-Time/Day) Center City
About The Position
The Supply Chain Customer Service Associate handles and triages inquiries from internal and external Supply Chain stakeholders, answering questions or referring inquiries to the appropriate personnel or department. The role provides guidance on new item requests, contract needs, requisitions, purchase orders, and deliveries, and helps maintain high levels of service for Supply Chain customers. The associate also collaborates with departmental leadership to develop and maintain knowledge articles and guides. This is a fully onsite position at 1101 Market in Philadelphia, Pennsylvania. The stated schedules are Monday through Friday, either 7:30 a.m.–4:00 p.m. or 9:00 a.m.–5:30 p.m. No weekends or holidays are required.
Requirements
- High school diploma or GED.
- Two years of experience in customer service-related roles.
- Proficiency with customer service ticketing tools and software.
- Strong problem-solving abilities and a proactive approach to addressing customer issues.
- Excellent communication and interpersonal skills.
- High attention to detail and accuracy when maintaining customer service materials.
- Ability to lift and carry 25 pounds.
Nice To Haves
- Customer service experience in a supply chain or logistics environment.
Responsibilities
- Respond promptly to internal and external supply chain inquiries using a ticketing tool.
- Address customer questions, concerns, and issues with clear and effective solutions; escalate or triage tickets to the appropriate departments when needed.
- Build strong relationships with supply chain end users, including clinicians, suppliers, and other stakeholders, while following standard procedures.
- Comply with response-time and resolution-time service level agreements (SLAs), monitor ticket progress, and report potential delays or issues to management while proposing solutions.
- Collaborate with Supply Chain departmental leadership and the Strategic Projects team to develop and update knowledge articles, how-to guides, and FAQs.
- Ensure customer service materials are comprehensive, current, and accessible to internal and external customers as needed.
- Work with the SCM Education Coordinator to communicate training materials and requirements, secure stakeholder buy-in, and ensure stakeholders know training schedules, content, and objectives.
- Gather stakeholder feedback to improve training programs.
- Maintain knowledge of supply chain processes, standards, and best practices, and stay informed about changes to provide accurate information to customers.
Benefits
- Medical insurance, including prescription coverage
- Supplemental insurance
- Dental insurance
- Vision insurance
- Life and accidental death and dismemberment insurance
- Short- and long-term disability
- Flexible spending accounts
- Retirement plans
- Tuition assistance
- Voluntary benefits, including access to group insurance rates and discounts
- Tuition discounts at Thomas Jefferson University after one year of full-time service or two years of part-time service
- Medical insurance, including prescription coverage, is available to all colleagues, including those working less than part-time.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
