As we proactively take the challenge to improve the quality of healthcare in Arizona, our Supply Chain Management (SCM) team plays a key role in providing outstanding customer service to healthcare providers to ensure they are successful in healthcare delivery. Our SCM Client Services Representative provides professional, respectful, friendly and high quality customer service and excellent communications to all internal and external customers with regard to client supply orders.
What does a Supply Chain Management (SCM) Client Services Representative do?
• Client Supply Customer Service: Responsible for professional, respectful and friendly communication directly with clients and internal customers in support of client supply orders, emergency requests, order status, backorders, returns, and general supply related support.
• Client Supply Order Management: Enter client supply orders within information systems or ensure proper order flow for automated orders received through multiple channels, track order status, and maintain applicable order metrics.
• Compliance: Ensure compliance in issuing of supplies in accordance with client supply utilization program and all applicable compliance laws.
• Supply Delivery: Coordinate work flow with warehouse staff and logistics to ensure optimum turnaround time. Enter information into the computer to generate a pick ticket for warehouse staff to pick orders in a timely matter based on customer needs.
• Warehouse & Receiving Support: Perform receiving function in computer systems for offsite locations, and support warehouse team as needed.
Who you are:
• Passionate about customer service and love to see healthcare delivery improve.
• Joyful and positive. You understand you represent a brand and love to champion a culture of service.
• You love working with people and it shows. You place higher value on relationships than being right
• A firm believer in “servant leadership”. You always go above and beyond to help, whether it’s your job or not.
• Energetic, upbeat and positive and always give respect to others without expecting it first.
• An effective and fearless communicator. You are not afraid of resolving challenges directly talking to a person instead of just sending an email.
• You are capable of working a “desk job” and can sustain sitting and working at a computer for 6+ hours.
• A good listener and teachable. You are open to learning, coaching, and receiving feedback without becoming defensive.
• Capable of handling customer complaints without taking offense.
• A professional in everything you do. You ensure your speech and conduct is uplifting and does not hurt the team – you do not join gossip or relationship-damaging speech or conduct
Who you are not:
• Dislike working without set processes. Start-up environment is not your thing.
• Overwhelmed by a fast-paced environment and uncomfortable with accountability.
• Unwilling to change and learn – difficult to receive feedback you don’t agree with or hear other perspectives.
• Dislike shifting gears between varieties of tasks to support urgent business needs. You would rather focus on one thing and prefer less variety of tasks.
• You prefer a work environment where you only cover your assigned tasks and will only help others if they help you.
• You are less concerned about what you say and how it affects other people and believe others should adapt to you and not the other way around.
• You struggle staying calm and navigating challenging situations.
• You have a difficult time saying no to customers in warranted situations that could cause a compliance violation.
• You have difficulty balancing tasks and taking initiative and need close supervision in order to stay on task.
Must Haves (Minimum Qualifications. Please ensure your resume reflects this):
• High School Diploma or equivalent
• Two years’ previous experience in customer service with data entry
• Basic skill-level in Microsoft Excel
Preferred Qualifications (If you have these preferred qualifications, please ensure your resume reflects it):
• Two years’ previous supply management or client support experience within clinical or diagnostic laboratory industry
• Intermediate skill-level in Microsoft Excel
• Prior experience in direct customer facing role (i.e., in-person customer service and support)
