Customer Service Coordinator
Children »s Hospital of Philadelphia Posted on 2022-11-18
| Salary | Not mentioned |
|---|---|
| Location | Philadelphia, PA |
| Type | Full-time |
Job Description
Location: LOC_SLC-Services and Logistics Center
Req ID: 226034
Shift: Days
Employment Status: Regular – Full Time
Seeking Breakthrough Makers
Children’s Hospital of Philadelphia (CHOP)—named America’s 2022 Best Large Employer by Forbes—offers countless ways to change lives. Our diverse community of more than 20,000 Breakthrough Makers will inspire you to pursue passions, develop expertise, and drive innovation.
At CHOP, your experience is valued; your voice is heard; and your contributions make a difference for patients and families. Join us as we build on our promise to advance pediatric care—and your career.
CHOP’s Commitment to Diversity, Equity, and Inclusion
CHOP is committed to building an inclusive culture where employees feel a sense of belonging, connection, and community within their workplace. We are a team dedicated to fostering an environment that allows for all to be their authentic selves. We are focused on attracting, cultivating, and retaining diverse talent who can help us deliver on our mission to be a world leader in the advancement of healthcare for children.
We strongly encourage all candidates of diverse backgrounds and lived experiences to apply.
Job Summary
The Supply Chain Customer Service Coordinator is tasked with ensuring that a consistent customer service experience is presented to the CHOP Community. The Supply Chain Customer Service Coordinator will work with the CHOP leadership, team members, embedded customer service teams, and customer service functions from other groups to provide processes support. This role is responsible for setting customer service strategies and working with the CHOP Help Desk and Service Now Solutions. The Customer Service Role will be responsible for meeting with customer groups and organizing business reviews and surveys.
Job Responsibilities
- Establish and monitor key customer service metrics which allows the CHOP Supply Chain to monitor customer satisfaction and provide feedback on customer satisfaction to various sub teams
- Coordinate customer service activities and resolution processes with other customer service groups throughout CHOP
- Support embedded customer service teams in CPD and MDT with supporting processes, technology, and tools
- Coordinate communications and materials circulate or posted via email, intranet, supply chain system, or memo
- Own and maintain the Supply Chain services catalog in conjunction with Supply Chain leaders while ensuring tickets are routed and resolved in a timely manner
- Provide customer service training to CHOP team members who are customer facing to improve overall interactions
- Works with front line staff to identify trends with issues, promote solutions in conjunction with leaders and maintains knowledge base information to address issues.
- Is knowledgeable in the tools and processes used by each supply chain team to correctly advise and educate customers.
- Make recommendations for process or systems improvements in support of common customer issues.
- Maintain communications and materials in support of customer service and key announcements.
- Support system testing or rollouts in effort to understand changes and develop customer support an trouble shooting guides
- Work closely with Procurement, Inventory, Systems, and Content Teams to ensure customer feedback results in improvement.
- Triage issues in conjunction with other support teams.
Required Education and Experience
Required Education: High School Diploma/GED
Required Experience: Three (3) years of related experience in Analytical or Supply Chain role
Preferred Education, Experience & Cert/Lic
Preferred Education: Bachelor degree in Supply Chain, Business or related field
Preferred Experience: Experience with contract life cycle management
Additional Technical Requirements
- Strong people and project management skills
- Excellence communication skills
- Broad understanding of Supply Chain and Related Processes
- Must be able to convert concepts and processes into easy to understand messaging
- Influential, inspiring trust, collaboration and operational excellence
- Excellent writing and verbal skills
- Must be able to work and plan independently
- Ability to manage multiple task and initiatives
- Able to create relationships with internal and external resources in pursuit of operational excellence
- Ability to work in a matrix type organization in conjunction with other customer service and support teams
- Must be able to break down processes to identify error points
- Detail Oriented with a focus on defect identification
- Knowledge of issue management, help desk, and knowledge based concepts and how to employ them is highly preferred
- Knowledge and experience with ServiceNow is highly preferred
- Strong analytics skills to understand defects and recommend improvements related to customer experience
To carry out its mission, CHOP is committed to supporting the health of our patients, families, workforce, and global community. As a condition of employment, professionals working onsite—at any CHOP location, for any portion of time—must be vaccinated for COVID-19. Learn more.
CHOP also requires employees who work in patient care buildings to receive an annual influenza vaccine. Employees may request exemptions for valid religious and medical reasons. Start dates may be delayed until candidates are immunized or exemption requests are reviewed.
EEO / VEVRAA Federal Contractor | Tobacco Statement
Company description:
At Children »s Hospital of Philadelphia (CHOP), we help children grow and thrive — and we offer these same opportunities to the professionals who make up our team. CHOP is a unique work environment, with exceptional team members, supportive managers and state-of-the-art training. Our employees are all empowered to realize their well-defined goals, because we believe everyone makes a difference — it’s the very foundation on which our hospital is built. Since 1855, CHOP has been the birthplace of many dramatic firsts in pediatric medicine. As the nation »s first hospital devoted exclusively to caring for children, CHOP has fostered medical discoveries and innovations that have improved pediatric healthcare and saved the lives of countless children. Today, that same spirit of care and innovation continues. The hospital now employs more than 10,000 people in more than 50 locations across Pennsylvania and New Jersey.
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