NEW JOB OPENING
CUSTOMER CARE COORDINATOR
IN Cary, NC, USA!

Note: Fully remote role (may require up to ~1 month of onsite training initially).



Required Education:

• Bachelor’s degree



Required Experience and abilities:

• 2 year vocational training + up to 1 year experience needed.

• Basic knowledge and experience of principles, procedures, work routines and skills in the related field of work, gained through structured and focused two-year vocational training period

• Experience in customer service, customer support, technical support, or service operations

• Proficiency with Microsoft Office applications including Word, Excel, Outlook, and PowerPoint.

• Experience in medical device or healthcare industry.

• Conducts technical and/or administrative, mainly pre-defined support activities for service operations and delivery.

• Processes incoming orders, inquiries and/or requests regarding products and/or services.

• Performs order management for assigned customers, manages and files clients' information in the information system.

• Supports customer remotely and onsite, and provides 1st level user support in case of arising issues.

• Supports pre-and/or post sales technical product advice for development, implementation and operation of customer solutions.

• Drives complex issues and questions to respectively qualified Service Technicians or Service Engineers.

• Cooperates with clients and sales representatives to clarify orders and issues.

• Participates in investigating and resolving commercial and/or technical problems.

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

• Strong organizational skills, attention to detail, and the ability to manage multiple priorities.



Preferred:

• Customer facing experience is preferred

• Knowledge of SAP is preferred but not required



Abilities:

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

• The candidate should be able to independently perform important areas of standard professional level work that typically requires processing and interpreting more complex, less clearly defined issues

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

• The candidate should be able 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.



Job Summary:

• 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, coordinates 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.



Impacts:

• In Administration / Customer Services: Selects from among clear choices based upon defined procedures and practices, to address changing work situations appropriately.

• Thinking and portfolio of acting options cover a number of routines, and latitude is permitted to address topics with appropriate processes. Unexpected situations, however, typically needs technical assistance or authorization.

• Positions are expected to cope effectively with multiple choice situations in number of assigned processes and routines.

• Thinking is about applying or even adapting the "right" procedure to a process or an issue arising.



Key Responsibilities:

• Deliver full range service in a defined and focused technical or administrative area of work, while clear input / output relations and generic and /or work specific guidelines, procedures are given or available.

• Positions need basic level of theoretical and practical know how, skills and typically some level related years of experience, in specialized processes, techniques and systems used in office environment.

• Position operates major parts or full spectrum of dedicated specialized standard software packages. Incumbents may handle routine and non-complex practical enquiries and procedures from internal or external customers.

• Deliver a limited range of practical, technical, operative and/or clerical processes within an area of work.

• Knowledge of standardized work routines and methods, general facts and information is necessary, usually acquired through training on the job.

• Position operates with dedicated, limited range of user interfaces or functionalities in standardized software programs, strictly related to their specific processes.

• Customer Services functions gather and file information gained in routine customer contact calls.



Higher level:

• Handling inbound calls, in basic 1st level support situations, while handling majority of request in the basis of given procedures.



Lower level:

• Outbound calls, operating with given frame of structured information requested.

• **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.**