Supply Chain Customer Service Associate (Full-Time/Day) Center City

Number of Positions In Requisition 1

 Job Details The Supply Chain Customer Service Associate plays a critical role in handling and triaging incoming inquiries from both internal and external Supply Chain stakeholders to ensure that questions are answered and/or that inquiries are referred to the right personnel/department. This includes providing guidance on new item requests, contract needs, requisitions, purchased orders and deliveries. This role ensures high levels of service are maintained for all Supply Chain customers and collaborates with departmental leadership to develop comprehensive knowledge articles and guides. Job Description Monday-Friday (7:30 am - 4:00 pm) or Monday - Friday (9:00 am - 5:30 pm) Fully Onsite No weekends No holidays Summary The Supply Chain Customer Service Associate plays a critical role in handling and triaging incoming inquiries from both internal and external Supply Chain stakeholders to ensure that questions are answered and/or that inquiries are referred to the right personnel/department. This includes providing guidance on new item requests, contract needs, requisitions, purchased orders and deliveries. This role ensures high levels of service are maintained for all Supply Chain customers and collaborates with departmental leadership to develop comprehensive knowledge articles and guides. Job Duties Respond to internal and external supply chain stakeholder inquiries: Utilize a ticketing tool to manage and respond to internal and external customer service inquiries related to various supply chain functions promptly. Address customer questions, concerns, and issues, providing clear and effective solutions. Escalate or triage tickets as necessary to ensure that inquiries are appropriately handled by the correct departments. Provide exceptional customer service, building strong relationships with supply chain end users, including clinicians, suppliers, and other stakeholders. Follow standard procedures to ensure consistency and efficiency in handling customer requests. Adherence to Service Level Agreements (SLAs): Comply with key SLAs including response times and resolution times for customer inquiries. Monitor and track ticket progress to ensure timely resolution in accordance with established SLAs; report any potential delays or issues in meeting SLAs to management promptly and propose solutions. Support development and maintenance of customer service materials: Collaborate with Supply Chain departmental leadership and Strategic Projects team to develop and update customer service-related materials, including knowledge articles, how-to guides, and FAQs. Ensure that all materials are comprehensive, current, and easily accessible to both internal and external customers (as needed). Socialize training materials and requirements: In collaboration with the SCM Education Coordinator, communicate training materials and requirements to stakeholders, including SCM leadership, team members, and external partners, and obtain buy-in. Ensure stakeholders are aware of training schedules, content, and objectives. Gather feedback from stakeholders to continually improve training programs. Maintain understanding of supply chain operations: Maintain a thorough understanding of supply chain processes, standards, and best practices. Stay updated on changes within the supply chain to provide accurate information to customers. Minimum Qualifications High School Diploma/GED 2 years in customer service-related roles; preferably within a supply chain or logistics environment Technical Competencies: Proficiency in customer service ticketing tools and software Strong problem-solving abilities and a proactive approach to addressing customer issues Soft Competencies: Excellent communication and interpersonal skills to engage effectively with customers. High attention to detail and accuracy in maintaining customer service materials Additional Qualifications Physical Demands Lift and carry 25 lbs. frequent sitt…

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