Title: Customer Care Coordinator – Enterprise

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.