SUMMARY Supports the customer experience by providing superior customer service to clients using critical thinking skills and resources provided. Accurately creates necessary tasks for sales order entry, follow up and resolution. Steps in and assists in all functions of (order management, product flow, usage, vendor relations and credits). Acts as the most senior primary client liaison maximizing customer satisfaction utilizing cross-functional knowledge and collaboration as required.

ESSENTIAL RESPONSIBILITIES

This is not an all-inclusive list of duties and responsibilities. Projects/duties may be modified/changed/added/deleted as needed. Primary Customer Point of Contact Answers incoming inquiries in a professional, courteous and efficient manner; provides superior service to customers resulting in a high rate of first contact resolution. Handles various issues and either resolves them or escalates tasks to the appropriate department within the NAR MD Purchasing Team, TRM Contracting team or other internal Departments using a customer-focused decision-making process. Follows up on outstanding sales quote's or orders to ensure completion and provides status updates to customers/vendors. Anticipates, and/or mitigates any issues before negatively impacting the customer experience or sales order process. Collaborates with designated customers or designated authorities on any/all issues with quotes or sales order requests in order to address and resolve as quickly as possible. Fully documents all work performed and communications delivered to the customer. Uses critical thinking performing an analytic assessment of solicitations, bid board postings, and customer/vendor requests to prioritize and discern capability to support. Triages complex issues, acting as point person to ensure timely resolution. Must learn some cross-functional knowledge of other Departments team roles. Collaborates directly with Purchasing, Warehousing, Contracting and Accounting Operations for the processing of accounts payable, accounts receivable, receiving and order fulfillment. Accurately enters any orders as needed or as directed by leaders in a timely manner. Accurately records detailed information about the order as requested. Accurately records reports of shipping discrepancies, customer requests for return and receipt of unsalable products and opens case in Customer Resource Management (CRM) Sales Pad. Effectively communicates NAR MD's return policy Processes requests for re-orders, reships, and returns. Establishes and collaborates with vendor partners (Small Businesses, Large Businesses) in bid proposals. Prepares formal proposals, Requests for Quotation (RFQ), and Requests for Information (RFI).

S UPPLEMENTAL RESPONSIBILITIES

Completes any other duties and /or projects assigned by the supervisor. Other duties as assigned

AUTHORITY

This role has no direct reports

ACCOUNTABILITY

Ensure roles responsibilities are met within the standards of the company guidelines

QUALIFICATIONS

Education High school diploma or GED required Experience Five or more years of Customer Service experience preferred. Knowledge of Health Care industry a plus. Competency and Skills Good interpersonal skills with a customer service orientation Strong verbal and written communication skills Solid planning, organizational, and recordkeeping skills Ability to work independently and as part of a team to seek issue resolution and problem solve Strong follow-up skills Ability to use critical thinking to determine best course of resolution for a problem Specific Characteristics Ability to thrive in a matrix organization where direction may come from direct manager and/or a process owner PC/Systems skills & knowledge: MS Office required; ability to quickly learn and utilize enterprise software technologies like Enterprise Resource Planning (ERP) and Customer Resource Management (CRM) Systems; Sales Pad experience preferred Requires cross-functional awareness and ability to classify/triage customer issues and concerns DEMANDS Time and availability Must be able to work a minimum of 40 hours each Travel Must have transportation to and from headquarters Physical The physical demands described here are representative of those that must be met by a typical office employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Frequently required to hear and talk Use of hands for keyboard usage Frequent sitting, standing, and walking Occasional reaching with hands and arms, stooping, kneeling, and lifting, and/or moving up to 50lbs Environment Must be able to work in a moderately loud work environment Disclaimers AAP/EEO Statement NAR Medical Depot, LLC provides equal employment opportunity to all individuals regardless of their race, color, creed, religion, gender, age, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by state, federal, or local law. Further, the company takes affirmative action to ensure that applicants are employed, and employees are treated during employment without regard to any of these characteristics. Discrimination of any type will not be tolerated.