Customer Experience Specialist

We are seeking a highly responsive, customer-focused, and solutions-oriented Customer Experience Specialist to deliver an exceptional end-to-end experience for customers.

Responsibilities:

• Manage inbound customer calls and emails professionally and efficiently.
• Aim to provide one-touchpoint resolution wherever possible.
• Take ownership of customer inquiries from initial contact through satisfactory resolution.
• Understand customer needs and either provide the appropriate solution or connect the customer with the correct internal team member.
• Maintain approximately a 40% outbound call ratio to provide proactive customer support.
• Contact customers with updates regarding orders, returns, product assistance requests, and other outstanding matters.
• Provide responsive confirmations that allow customers to effectively plan for product deliveries.
• Provide customers with accurate updates regarding orders, shipments, and expected delivery timelines.
• Proactively communicate delays and other changes that could affect customer deliveries.
• Offer appropriate solutions such as product substitutions, split shipments, or other available alternatives.
• Act as a liaison for customer requests raised by Sales Representatives.
• Ensure both the customer and Sales Representative receive appropriate updates throughout the resolution process.
• Collaborate with Sales, Quality, Operations, Revenue Cycle Management, and other internal teams to resolve customer needs.

Requirements:

• Bachelor's degree in Business Administration, Communications, Marketing, Customer Experience, Healthcare Administration, or a related field is preferred.
• At least 2 years of experience in customer service and/or order management.
• Experience within the medical device industry is preferred but not required.
• Experience handling customer inquiries through both phone and email.
• Experience managing customer orders, returns, complaints, or similar service requests is advantageous.
• Experience working independently within a fast-paced customer service environment is preferred.