NEW JOB OPENING
CUSTOMER SERVICES SUPPORT OPERATOR
IN Cary, NC, USA!

Remote position, anywhere in the U.S., Prefer RDU area.



Education:

• Preferred: BA degree



Qualifications/Skills/Experience:

• Apply now for the position of Customer Service Coordinator in our Customer Care Team in Cary, NC. This position requires engaging with a diverse multinational audience, including global business lines, country business areas, external customers, field management team, Customer Care Center, Education Services, CSML, Finance, Services Marketing, Customer Administration, Business Process Engineering (Quality), and Regulatory Affairs. Building strong working relationships with these key stakeholders is critical for success in this role.



Your role:

• You own the E2E planning for the allocation and deployment of field resources in a highly dynamic environment.

• You apply critical thinking skills to ensure the consistent delivery of customer commitments while optimizing the utilization of field resources.

• You own customer communications E2E for all service events.

• You navigate complex discussions with customers when scheduling appointments.

• You manage and apply prioritization logic that aligns with customer commitments.

• You own the deployment of field resources; is the decision maker, coordinate with field management, displaying strong influencing & collaborative skills.

• You manage capacity planning to meet cyclical demand, ensuring delivery of customer commitments.

• You utilize problem solving skills when reprioritizing activities and resources to meet the requirements of a highly dynamic environment.



Your expertise:

• Good PC skills (MS Office software like Word, PowerPoint, Excel and Outlook)

• Knowledge of SAP is preferred but not required

• Strong communication skills, both verbal and written, are necessary to effectively communicate with customers, internal partners, and diverse audiences

• The ability to support complex projects and determine the critical path to improve timely performance is essential

• Ability to independently perform important areas of standard professional-level work that typically require processing and interpreting more complex, less clearly defined issues

• Strong organizational and time management skills with exceptional attention to detail are required

• Ability to function as a Change Agent and successfully exhibit and promote change management, customer focus, and elevated levels of integrity

• Self-starter, self-motivated, high level of initiative, embraces an ownership culture

• Customer-facing experience is preferred

• Experience in a medical device or healthcare environment preferred

• Reliable Internet capabilities required

• 15% Travel annually for continuous training & education



Experience Requirements:

• Excellent intonation and clear communication with multiple years of experience in customer care

• Preferred: Conflict management skills, ability to handle difficult conversations, critical thinker, dispatch experience, self-starter

• Proficiency in Excel, SAP, and Magellan Genesis phone system



Must-Have Skills:

• Critical thinking

• Active listening

• Communication, clear and proficient in English

• Empathy and understanding of customer needs

• Conflict resolution

• **Only those lawfully authorized to work in the designated country associated with the position will be considered.**

• **Please note that all Position start dates and duration are estimates and may be reduced or lengthened based upon a client’s business needs and requirements.**