Dispatcher, Customer Service Specialist

About PartsSource

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.

Our platform automates the procurement process enabling the medical equipment service industry in their acquisition, repair and life cycle management of medical parts. The company's cloud software and marketplace technology tools help over 3,500 hospitals to source on-demand parts and services from over 6,000 OEMs and thousands of repair techs. PartsSource delivers strong value to customers through an “Amazon” like experience featuring preferred pricing, automated ordering, and formulary analytics to benchmark spend and drive greater supply chain intelligence.

From our founding in 2001 as the industry’s first online, fully integrated medical products marketplace, to the creation of our award-winning flagship solution, PartsSource Pro, PartsSource has evolved to become a leader in the digital transformation of the healthcare technology supply chain and indispensable partner to more than half of U.S. hospitals and thousands of equipment suppliers and independent service providers.

Bain Capital’s 2021 investment in PartsSource provides capital, expertise, and key partnerships further accelerating PartsSource’s growth. Bain Capital, one of the world’s leading private multi-asset investment firms with approximately $150 billion in assets under management, seeks to create lasting impact for their investors, teams, businesses, and the communities in which they live.

Remi, a PartsSource Company ,is looking to hire a full time Customer Care/Service Service Delivery Coordinator, Level 1 to join our dynamic Service Delivery / Dispatch Team in the Charlotte, NC office located in Waverly at the intersection of Providence Road & I485. This is a fantastic opportunity for someone who has a track record of success building relationships and delivering exceptional customer service.

The Service Coordinator will be responsible for creating service tickets, dispatching applicable service events on covered equipment, and providing necessary follow-up with vendors and customers. Reporting to a Service Supervisor, Level I is the first step in the Service Delivery department. This role provides ongoing development in duties and responsibilities with the expectation of being promoted to Level II within 1-2 years.

What You'll Do

Dispatch service according to contract coverage; coordinate and manage service events by issuing service Purchase Orders (POs) and recording detailed service event information into the internal proprietary system, while meeting performance metricsManage the Service Center in-box and distribute requests to appropriate team memberManage preventative maintenance requests and supply orders from the Service Center in-boxFollow up with vendors to obtain the status on open service events and keep the customers updatedContact customers to ensure satisfaction of vendor response time and quality of services performanceEscalate service events to management that require a higher-level authority including but not limited to actual cash value (ACV), limit of liability (LOL), vendor price gouging, large loss, and misleading information from customersConsult with all operation departments on customer issues in a timely manner to ensure resolutions that provide a great customer experienceCoordinate with Engineering on the technical aspects of the repair, losses greater than $5,000, and education of equipment and/or parts

You Will Also

Represent all the company's core valuesAttend staff meetingsAvailable for on-call rotation and shift changes after telephone training and onboardingSpecial projects assigned by Supervisor

What You'll Bring

Must type 40+ words per minuteMust have excellent organizational and time management skills with the ability to prioritizeMust have outstanding customer service skills both verbal and writtenMust be adaptable to change, able to multitask, and can function well individually or in a team environmentAbility to research and collect data, establish facts, and draw valid conclusionsAbility to diffuse situations

Your Background

Associate's or Bachelor's Degree in Communication preferred but not required2+ years of experience in high-volume customer service preferredPrior experience working in the Equipment Maintenance/Servicing or Insurance Industry a plusProficiency with Microsoft Word, Excel, and Outlook

Who We Want To Meet

You’re a positive person, ready to serve as an enthusiastic promoter of PartsSource to internal and external clientsYou’re a problem solver, always looking to find ways to work towards a win-win solutionYou’re a strong influencer- able to gain the trust and confidence of leadership teams to drive changeYou don’t settle for the status quo. You’re always improving upon processes and tools to find simpler and better ways to work.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.

Benefits & Perks

Competitive salary package inclusive of base salary, incentive bonus structure, and equity incentive plan; with a full benefits package (including a 401k match, employer-paid college debt redux, and more).An inclusive PartsSource community - work alongside other smart, passionate peopleGrowing company investing in and committed to developing the careers of our employees.Hybrid work environment where you get the benefits of flexibility, socialization, and productivityA chance to revolutionize Healthcare with evidence-based decision-making on the world’s leading Procure-to-Pay platform!

Interested?

We’d love to hear from you and explore the possibilities. Please send us your resume along with an optional cover letter detailing why you’re an excellent candidate.

Diversity Statement

We are an Equal Opportunity Employer committed to building an inclusive and diverse environment where everyone’s individuality is respected, and everyone has an identity. Our commitment to inclusion across race, gender, age, religion, identity, and experience drives us forward every day.

Legal authorization to work in the U.S. is required.

No Agency or Recruiter submissions will be accepted.