This is a fully remote position, open to applicants in Kentucky, +3 more states.

📋 Description

• Delivers exceptional customer service and facilitates enhancements in operational execution to ensure service levels are met and surpassed.

• Oversees customer account activities, which include order fulfillment, backorders/substitutes, product change requests, new/lost business submissions, and addressing customer inquiries/issues.

• Offers outsourced services related to invoicing, reimbursement, and resolving problems/disputes.

• Gathers and assesses customer feedback, complaints, recalls, and product returns in collaboration with Quality and Regulatory teams.

• Recognizes customer trends and challenges/opportunities to devise alternatives that promote business and operational efficiency.

• Aids in process improvement initiatives concerning inventory levels, suppliers, operational performance, cost control, profitability, and customer service.

• Cultivates relationships with Supply Chain, Finance, Operations, Marketing, and Commercial stakeholders.

• Engages with customers regarding their needs, questions, concerns, and equipment troubleshooting.

• Manages cases related to reporting, backorders, complaints, and pricing; processes product complaint and incident reports.

• Assists sales by evaluating account histories and coordinating internal resources to address customer requirements.

• Investigates and reports irregularities and discrepancies in point-of-sale systems, website orders, and customer complaints.

• Directs customers to relevant in-house resources.

• Facilitates post-sales issue resolution.