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Customer Experience Specialist

2 months ago

Dedham, United States AliMed Full time
Our Company

AliMed is a leading medical products manufacturer and distributor with a vast portfolio of high-quality offerings designed to improve patient outcomes and experiences spanning hospital to home. We remain committed to serving the needs of both patients and providers in the acute, rehab, and post-acute care communities by continuing to build on our strong foundation of innovation, responsiveness, and exceptional customer service that starts with our team of dedicated and talented employees.

As a part of the healthcare industry for over 50 years, AliMed is proud to continue to be able to make a difference through our people, processes, and products. If you would like to be a part of our community and thrive in an environment where you can create, implement, and drive results, we want to hear from you We are actively seeking a Customer Experience Specialist to join our team located in Dedham, MA.

Essential Duties and Responsibilities:
  • Assist in generating, measuring, and analyzing customer satisfaction, usage, and retention data.
  • Develop procedures for effective customer onboarding and retention.
  • Maintain necessary documentation to support service requests, incidents, and inquiries.
  • Develop and maintain customer relations.
  • Maintain knowledge of the products and services provided by AliMed, Inc.
  • Assist in gathering and compiling utilization and sales data.
  • Assist in the development and implementation of digital and social media campaigns.
  • Assist in generating sales leads and cultivating future business opportunities.
  • Interact with business and supplier decision-makers at the client level.
  • Oversee product training, data gathering, and post-sale evaluation.
  • Oversee all customer interaction activities, including inbound/outbound call support, greeting and transferring calls, data entry, and customer database management.
  • Handle all requests for information, cancellations, order status updates, orders, and returns.
  • Assist in resolving customer issues, including complaints, addressing concerns, and directing issues to the appropriate party.
  • Assist with marketing initiatives.
  • Perform other related duties as assigned.
Education and/or Work Experience Requirements:
  • Bachelor's degree or equivalent work experience.
  • 2+ years' experience in customer experience, marketing, sales, and business development.
  • Strong knowledge of business-to-business marketing best practices.
  • Knowledge of IT technical needs, and ability to communicate that to non-technical stakeholders.
  • Knowledge of customer service and proven experience interacting.
  • Prior experience within the Healthcare industry highly preferred.
  • Computer proficiency with Microsoft Office Suite products required.
  • Excellent verbal and written communication skills - both understanding the customer and working cross-functionally to meet objectives.
MATHEMATICAL SKILLS: Ability to calculate figures and amounts such as discounts, commissions, and percentages. Ability to use common spreadsheets (Excel) is required to analyze business performance.

REASONING ABILITY: Ability to define problems, collect data, establish facts and draw valid conclusions. Ability to solve practical problems and deal with variables in situations using company standards and policies to draw conclusions where no precedent exists and have an aptitude for innovative business relationship development. Able to resolve conflict and create winning solutions which balance company, customer and team member needs.

Physical Requirements:
  • Ability to safely and successfully perform the essential job functions consistent with federal, state and local standards, including meeting qualitative and/or quantitative standards.
  • Ability to maintain regular, punctual attendance.
  • Must be able to lift and carry up to >10 lbs.
  • Must be able to talk, listen and speak clearly.

We are eligible to hire remote workers in the following states: Arizona, California, Connecticut, Florida, Georgia, Illinois, Massachusetts, New Jersey, New York, Ohio, Pennsylvania, Rhode Island, Texas, Virginia, and Wisconsin.

AliMed is an affirmative action/equal opportunity employer. All applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, military service, national origin, age, disability, veteran status, or any other basis protected by applicable state and federal law.