Order and Customer Experience Specialist

5 days ago

Chadds Ford, United States Demant Full time
Overview

The Orders and Customer Experience Specialist shall primarily be responsible for entering orders placed through CQ Partners from our member practices for products from all associated manufacturers.  The Orders and Customer Experience Specialist shall also be involved in other activities involving orders.  These activities will include order reconciliation, confirmations, questions, and follow-up. 

Responsibilities
  • Act as a real-time post-sale consultative partner to customers and ensure a positive experience by maximizing value and benefit of product or service offerings.
  • Maintain a deep knowledge of industry, product, and role in the market. Assist in product recommendations and promotions.
  • Assist Lead Order Entry (LOE) with orders arriving via e-mail as assigned.
  • Take primary responsibility for processing online, online BTE, and phone orders.
  • Handle orders for customers on COD status. This involves pricing out orders and sending price quote to finance team for pre-payment.  Once finance confirms pre-payment, order can be submitted.
  • Complete the reconciliation for Oticon on a daily basis.
  • Responsible for managing the Orders inbox when LOE is at lunch, on PTO, or after their workday ends. This involves processing and distributing orders to other team members available to assist with orders processing.
  • Responsible for the Confirmations Folder. This involves entering Confirmation numbers received from manufacturers into the order in the Sales Order system.  It also involves following up with practices for any notifications regarding items back-ordered or delayed for other reasons.  Follow-ups via phone or e-mail should be documented in the Notes field in Sales Order.
  • General responsibilities for all types of orders:
    • Contact appropriate parties to clarify orders and obtain additional information.
    • Verify order information for accuracy and completeness.
    • Process orders in a timely and efficient manner to meet customer delivery expectations.
    • Monitor order status throughout the fulfillment process and work with logistical personnel to ensure timely delivery.
    • Enter notes in sales order for any issues or customer contacts regarding order issues.
    • Follow-up for all pending orders – be sure to enter status updates in the order notes.
    • For email orders – copy original email into the order in sales order system.
  • Be sure to double-check ALL orders entered for accuracy and compliance to requirements for any promos used.
  • Collaborate with various departments including sales, customer service, and supply chain to ensure timely order fulfillment and delivery.
  • Resolve any issues that arise with customer orders including changes, cancellations, or discrepancies.
  • Maintain accurate data entry records and ensure the order processing system is updated in real-time.
  • Participate in continuous process improvement initiatives to ensure maximum efficiency in the order entry process.
  • Answer inbound phone calls on the Customer Support line between. Record details of customer request and send follow-up email to primary customer support mailbox for handling.

Shall perform other duties as assigned. Expected to maintain patient privacy in compliance with HIPAA federal guidelines and CQ Partners policies and procedures.

May perform miscellaneous tasks/projects as directed by manager.

Qualifications

Supervision Received: 

Customer Experience Manager – Operations responsibilities

Supervision Exercised: 

Work is performed under the general direction of the Customer Experience Manager and Lead Order Entry.  Position requires ability to perform with minimal supervision.

Qualification Requirements

Education:  Bachelor’s degree is desired but not required.

Experience:  Minimum 3 years of experience including sales support and customer management.  Healthcare/hearing aid knowledge is desirable but not required.

Specific Knowledge/Expertise: 

  • Communication and interpersonal skills to enable verbal and written communication to effectively interact and collaborate with fellow employees and customers and build relationships.
  • Excellent attention to detail and accuracy in data entry
  • Advanced proficiency in Microsoft Office applications and Order Entry systems
  • Proven experience as an order entry specialist or similar position with experience in customer service or related fields. 
  • Strong organizational and time-management skills to manage multiple priorities and tasks simultaneously and deal with shifting priorities
  • Ability to work independently and as part of a team.
  • Comfortable working in a fast-paced environment with tight deadlines.

The Company is an Equal Opportunity / Affirmative Action employer, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected veteran status.

#LI-RW1 #CQP

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