Joerns Healthcare
Customer Operation Specialist
Joerns Healthcare, Charlotte, North Carolina, United States, 28245
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Customer Operation Specialist
role at
Joerns Healthcare .
In collaboration with the Customer Experience Manager & Director of Revenue Cycle Management & Customer Experience, the Customer Operation Specialist is responsible for providing a complete customer experience to all capital customers. The job holder will take ownership and lead the full customer experience process, ensuring that customer resolutions are satisfactory. The role includes participation in the customer survey process to meet team metrics, as well as leading key communications around order updates and shipment reports.
Responsibilities
Inbound call and email management, including one touchpoint resolution for the customer.
Manage the customer’s needs cross-functionally by ensuring you give the customer the correct response or connect the caller with the appropriate team member.
Follow up with customers on resolutions to ensure satisfaction and confirm no additional questions remain.
Maintain a 40% outbound call ratio to provide proactive updates around order, return requests or product assistance.
Manage sales rep requests for customers as a liaison, ensuring both the rep and customer receive appropriate updates.
Handle all return requests, including processing complaints through the quality system, ensuring product return and review, and communicating with customers regarding declined warranty requests.
Communicate order updates with customers on any delayed orders, offering solutions, substitutions, split shipment options, or other key communications.
Provide first‑level troubleshooting and triage for product concerns and questions.
Participate in training new Customer Operations associates.
Participate in cross‑functional team collaboration.
Perform other duties as requested.
Qualifications
Bachelor’s degree preferred; combination of education and 3 years’ commensurate business experience required.
At least 2 years of experience in customer service and/or order management (preferably in the medical device industry).
Proven ability to work under minimal supervision within a group environment, handling a dynamic range of customer‑related issues.
Excellent oral and written communication skills for direct interaction with Joerns customers.
Strong multitasking and prioritization skills to manage changing priorities throughout the day.
Exceptional listening skills and the ability to remain calm and helpful when working with customers.
Sense of urgency, ambition, and drive for task and project completion.
Creative problem‑solving ability.
Time‑management skills and ability to prioritize critical priorities.
Willingness to increase knowledge and demonstrate growth.
Experience with SAP preferred.
Proficiency in Microsoft Office, specifically Excel.
Joerns Healthcare is an Equal Opportunity Employer, including Disability/Veterans.
Joerns Healthcare is a leading national distributor of therapeutic support surfaces, bariatric care equipment, negative pressure wound therapy systems, and safe patient handling solutions. We serve special patient handling needs across the continuum of care, including acute care hospitals, long‑term acute care, skilled nursing, rehabilitation facilities, and hospice.
We continually strive to provide the most exceptional service and solutions that deliver positive financial and clinical outcomes to our customers.
We are currently searching for skilled, self‑motivated and dedicated professionals to join our team. We offer hands‑on training, benefits, and an outstanding work environment.
Employees receive a competitive total compensation package including Medical, Dental, Vision, Life Insurance, Short‑Term Disability, a 401(k) program with company match, Flexible Spending Accounts, paid vacation, and holidays.
Salary: USD $19.50 per year.
Seniority Level: Entry level
Employment Type: Full‑time
Job Function: Other
Industry: Medical Equipment Manufacturing
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Customer Operation Specialist
role at
Joerns Healthcare .
In collaboration with the Customer Experience Manager & Director of Revenue Cycle Management & Customer Experience, the Customer Operation Specialist is responsible for providing a complete customer experience to all capital customers. The job holder will take ownership and lead the full customer experience process, ensuring that customer resolutions are satisfactory. The role includes participation in the customer survey process to meet team metrics, as well as leading key communications around order updates and shipment reports.
Responsibilities
Inbound call and email management, including one touchpoint resolution for the customer.
Manage the customer’s needs cross-functionally by ensuring you give the customer the correct response or connect the caller with the appropriate team member.
Follow up with customers on resolutions to ensure satisfaction and confirm no additional questions remain.
Maintain a 40% outbound call ratio to provide proactive updates around order, return requests or product assistance.
Manage sales rep requests for customers as a liaison, ensuring both the rep and customer receive appropriate updates.
Handle all return requests, including processing complaints through the quality system, ensuring product return and review, and communicating with customers regarding declined warranty requests.
Communicate order updates with customers on any delayed orders, offering solutions, substitutions, split shipment options, or other key communications.
Provide first‑level troubleshooting and triage for product concerns and questions.
Participate in training new Customer Operations associates.
Participate in cross‑functional team collaboration.
Perform other duties as requested.
Qualifications
Bachelor’s degree preferred; combination of education and 3 years’ commensurate business experience required.
At least 2 years of experience in customer service and/or order management (preferably in the medical device industry).
Proven ability to work under minimal supervision within a group environment, handling a dynamic range of customer‑related issues.
Excellent oral and written communication skills for direct interaction with Joerns customers.
Strong multitasking and prioritization skills to manage changing priorities throughout the day.
Exceptional listening skills and the ability to remain calm and helpful when working with customers.
Sense of urgency, ambition, and drive for task and project completion.
Creative problem‑solving ability.
Time‑management skills and ability to prioritize critical priorities.
Willingness to increase knowledge and demonstrate growth.
Experience with SAP preferred.
Proficiency in Microsoft Office, specifically Excel.
Joerns Healthcare is an Equal Opportunity Employer, including Disability/Veterans.
Joerns Healthcare is a leading national distributor of therapeutic support surfaces, bariatric care equipment, negative pressure wound therapy systems, and safe patient handling solutions. We serve special patient handling needs across the continuum of care, including acute care hospitals, long‑term acute care, skilled nursing, rehabilitation facilities, and hospice.
We continually strive to provide the most exceptional service and solutions that deliver positive financial and clinical outcomes to our customers.
We are currently searching for skilled, self‑motivated and dedicated professionals to join our team. We offer hands‑on training, benefits, and an outstanding work environment.
Employees receive a competitive total compensation package including Medical, Dental, Vision, Life Insurance, Short‑Term Disability, a 401(k) program with company match, Flexible Spending Accounts, paid vacation, and holidays.
Salary: USD $19.50 per year.
Seniority Level: Entry level
Employment Type: Full‑time
Job Function: Other
Industry: Medical Equipment Manufacturing
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