Concierge Customer Service Specialist - Innovative Health LLC

The Concierge Customer Service Specialist plays a pivotal role in enhancing the customer service experience by engaging with customers, distributors, and field personnel. Your primary responsibility will be to collaborate with hospital clients in Cath labs, supply chain management, and leadership to ensure that products are collected, purchased, received, and that savings targets are met. In partnership with the Concierge Manager, you will help set both individual and team objectives, ensuring the delivery of outstanding service to all internal and external stakeholders. This position is essential for fostering successful programs and elevating customer satisfaction.

Essential Duties and Responsibilities:

· Monitor Collection and Buyback Performance: Track and assess collection and buyback metrics daily and weekly for assigned customers to ensure optimal performance.

· Identify Improvement Opportunities: Analyze key and growth customer programs to identify and implement improvement opportunities that enhance service delivery and outcomes.

· Cross-Functional Collaboration: Collaborate with clinical, sales navigation, and sales teams to uncover and maximize customer savings opportunities through strategic initiatives.

· Direct Customer Communication: Engage with customers to discuss performance improvement strategies aligned with their savings goals, fostering transparency and collaboration.

· Coordinate with Logistics and Planning Teams: Work closely with order logistics and demand planning teams to manage available inventory, address backorders, and streamline operations for your customers.

· Contribute to Strategy Calls: Attend biweekly strategy meetings, providing valuable data and insights to inform decision-making and strategic direction.

· Train New Customers: Collaborate with the Concierge Manager to train new customers on order generation processes and inventory reporting, ensuring a smooth onboarding experience.

· Program Review Engagement: Participate in facility program reviews and meetings to maintain strong relationships and provide updates.

Education, Qualifications and Skills:

· Bachelor's Degree in Business related field;

· 10+ years experience in customer relations

· Demonstrated proficiency utilizing Microsoft Office (Word, Excel, PowerPoint);

· Acumen in problem solving, juggling multiple priorities and a commitment to quality;

· Communication: must exemplify effective verbal, written, and interpersonal skills. Courteous and polite in written and oral communication in a non-confrontational manner in oneâ€toâ€one situations and small groups;

· Possess intellectual curiosity, persistence and creativity in problem solving. Team-oriented but also highly self-sufficient and self-motivated.

Work Environment:

· This job operates in an office. This role routinely uses standard office equipment such as computers and phones.

· While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms.