Customer Care Coordinator

PartsSource Inc. • Hudson, OH, US

15 hours ago

Job type

Full-time

Part-time

Job description

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Join to apply for the Customer Care Coordinator role at PartsSource Inc.

About PartsSource

PartsSource is the leading technology and software platform for managing mission-critical healthcare equipment . Trusted by over 5,000 US hospitals and 15,000 clinical sites, PartsSource empowers providers and service organizations to maximize clinical availability for patient care and automates the procurement of parts, services and training through a unique digital experience.

PartsSource team members are deeply committed to our mission of Ensuring Healthcare is Always On , which is foundational to our success and growth. Our vibrant culture is built upon aligned values, shared ownership, mutual respect, and a passion for collaborating to solve complex customer problems.

Customer Care Coordinator

Location Preferences : In-Office / Hybrid

PartsSource is the leading B2B e-commerce marketplace for US healthcare, helping healthcare providers to automate the purchasing of MedTech repair parts and services through a modern procurement experience while driving improved cost, quality, and reliability throughout the healthcare supply chain. We are growing rapidly as providers shift their purchasing toward e-commerce and away from manual processes. We are uniquely positioned to address key challenges impacting mission-critical operations related to rising input costs, skill shortages, and supply chain disruptions. Bain Capital's 2021 investment in PartsSource further propels us to realize our Vision : Ensure the quality, safety, and availability of mission-critical assets to improve health outcomes.

As a Customer Care Representative in this role, you will be responsible for providing top-notch customer service to clinical engineers in hospital and healthcare clinical settings across North America and internationally. Your primary tasks will involve answering phone calls and responding to emails to address customer inquiries, process orders, and conduct timely research. It is crucial to have a passion for surpassing customer expectations and building strong relationships.

What You'll Do

Deliver First in Class Customer Service

Handle inbound customer service calls and email inquiries promptly, ensure first contact resolution by providing professional and accurate responses within 1 hour of receiving communication, and respond to inquiries regarding order placement / status, billing, part repairs and returns, and quote requests.
Provide a white glove experience for Program customers to resolve customer concerns through communication and coordination with other departments to resolve inquiries.
Work directly with specific customer accounts and their assigned Account Managers to further develop close working relationships.
Provide professional and accurate responses, demonstrating a high level of knowledge and expertise.
Escalate more complex issues to the appropriate department or staff for further assistance.
Arrive on time, prepared, and ready to work at your workstation for scheduled shifts.
Working closely with management team, attend required trainings and meetings to stay updated on product knowledge, policies, and procedures.
Maintain a professional demeanor, striving to establish a positive rapport with every customer.
Offer instructions to customers and troubleshooting assistance for websites and other systems.
Performs other duties as assigned by business, leadership, or supervisor.

What You'll Bring

Your Background

Possess at least 1 year of prior customer service role, demonstrating your ability to handle customer inquiries and provide satisfactory solutions.

Exhibit excellent verbal and written communication skills to effectively interact with customers and convey information clearly.

Display empathy and active listening skills to de-escalate issues and handle situations where there may be order delays or other challenges.

Have experience and proficiency in effective negotiation and closing techniques to address customer concerns and achieve mutually beneficial outcomes.

Work well in a team environment, demonstrating a cooperative attitude and a willingness to assist your colleagues.

Who We Want To Meet

You're a positive person, ready to serve as an enthusiastic promoter of PartsSource to internal and external clients.

You're a problem solver, always looking to find ways to work towards a win-win solution

You're a strong influencer- able to gain the trust and confidence of leadership teams to drive change.

You don't settle for the status quo. You're always improving processes and tools to find simpler and better work methods.

You're accountable. You do what you say you're going to do. And when you mess up you own it, learn from it, and move on.

You're coachable and bounce back from a setback. You think of mistakes as a learning opportunity to be better in the future.

Benefits & Perks

Competitive compensation package with salary, incentives, company ownership / equity, and comprehensive benefits (401k match, health, college debt reduction, and more!)

Career and professional development through training, coaching and new experiences.

Hybrid culture with new & beautiful workspaces that balance flexibility, collaboration, and productivity.

Inclusive and diverse community of passionate professionals learning and growing together.

Interested?

We'd love to hear from you! Submit your resume and an optional cover letter explaining why you'd be a great fit.

About PartsSource

Since 2001, PartsSource has evolved into the leading technology and software platform for managing mission-critical equipment, serving over half of the U.S. hospital infrastructure. Our digital systems modernize and automate the procurement of parts, services, technical support, and training for HTM professionals to efficiently and effectively maintain their mission-critical equipment.

In 2021, Bain Capital invested in the platform, further accelerating our growth and long-term impact within the healthcare industry.

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Customer Care Coordinator • Hudson, OH, US