Posted 7 days ago
Customer Service Advocate
Racine, WIRemoteFull-time
AI Summary
A Customer Service Fulfillment Representative at Daniels Health handles customer inquiries, scheduling, issue resolution, and order fulfillment using Salesforce and internal systems to ensure seamless customer experiences.
About this role
To support our growth, we are looking for a Customer Service Fulfillment Representative to join our team. This role plays a critical part in ensuring our customers’ interactions with Daniels Health are seamless – from communicating to scheduling, issue resolution and fact-finding; you will do it all!
An essential service provider to Healthcare, Daniels Health was founded with the vision of “making healthcare safer” – and for the last 20 years in the United States we have achieved this through innovative safety products and clinically-focused waste services that lead the industry. This is our “why”, our “how” is delivering the highest standard of service we can; you will be joining a team passionate about service excellence.
What will your job involve?
- Interfacing with our customers (clinical and support contacts at hospitals and other primary care facilities) via phone and email to answer questions, resolve issues, proactively communicate schedule or stock changes, and manage inbound scheduling requests
- Report, investigate and resolve (where applicable) customer requests and complaints via Salesforce ensuring a high degree of accuracy and timeliness in reporting and issue escalation
- Maintain and update filing, inventory and database systems (both manual and computer processes)
- Work closely with our production and transport team to ensure timely and efficient delivery is met at all customer locations. This includes:
- Creating customer manifests
- Printing and distributing process documents for daily production
- Ensuring stock inventory in conjunction with your Plant Manager
- Print waste transfer documentation (Tracking Forms) for transport of waste from the transfer facility to a treatment facility.
- Support with routing and rerouting of our trucks on a daily/weekly basis
- Liaising with all departments and customers on account changes (billing, sales and logistics)
- Generate reports on an as needed basis for the leadership team
- Constantly look for new ways to better/improve the current administrative process
- Review and process sales orders received in BC
- Prioritize warehouse picking and shipping for warehouse operators
- 3rd party shipping management (including setup, quotes, customer delivery estimates)
- Customer service enquiry management and processing
- Fulfilling purchase orders, schedule shipments, and ensures delivery on time
- Transact items in BC-DMO Blow Mold
- Schedule inbound truckload components for inventory/production
- Review fulfillment Inbox for shipping issues
- Coordinates with 3rd party manufactures of shipments (RXD-SAD, PMT, EIMO)
- Coordinate and create Shipping Documents for freight and parcels
- Communicate inventory shortages with customers and supply chain
- Provide sales reps/field service reps with estimates/shipping information
- Maintain/process physical copies of sales documents/pick instructions
- Report on Data Tracking, DIFOT, orders, order issues, and discrepancies
- Review Salesforce open cases (not DHCSM's with IR's)
- Arrange IT/Repair Parts Shipment
- Troubleshoot delivery issues and Product Returns Management
- Review and process shipping MaintainX orders
In addition this candidate will be responsible for the following fulfillment responsibilities:
Who are we looking for?
Skills
Database SystemsFiling SystemsInventory ManagementMicrosoft OfficeReport GenerationSalesforce
