Customer Service Coordinator

Customer Service Coordinator

Job Description

This position requires engaging with a diverse multinational audience, including global business lines, country business areas, external customers, field management team, Customer Care Center, Education Services, CSML, Finance, Services Marketing, Customer Administration, Business Process Engineering (Quality), and Regulatory Affairs. Building strong working relationships with these key stakeholders is critical for success in this role.

Your role:
You own the E2E planning for the allocation and deployment of field resources in a highly dynamic environment.
You apply critical thinking skills to ensure the consistent delivery of customer commitments while optimizing the utilization of field resources.
You own customer communications E2E for all service events.
You navigate complex discussions with customers when scheduling appointments.
You manage and apply prioritization logic that aligns with customer commitments.
You own the deployment of field resources; is the decision maker, coordinates with field management displaying strong influencing & collaborative skills.
You manage capacity planning to meet cyclical demand ensuring delivery of customer commitments.
You utilize problem solving skills when reprioritizing activities and resources to meet the requirements of a highly dynamic environment.

Your expertise:
A Bachelor’s degree or equivalent experience.
Good PC skills (MS Office software like Word, PowerPoint, Excel and Outlook)
Knowledge of SAP is preferred but not required
Strong communication skills, both verbal and written, are necessary to effectively communicate with customers, internal partners, and diverse audiences
Ability to support complex projects and determine the critical path to improve timely performance is essential
Ability to independently perform important areas of standard professional level work that typically requires processing and interpreting more complex, less clearly defined issues
Strong organizational and time management skills with exceptional attention to detail is required
Ability to function as a Change Agent and successfully exhibit and promote change management, customer focus, and elevated levels of integrity
Self-starter, self-motivated, high level of initiative, embraces an ownership culture
Customer facing experience is preferred
Experience in medical device or healthcare environment preferred
Reliable Internet capabilities required
15% Travel annually for continuous training & education

Experience Requirements
Excellent intonation and clear communication with multiple years in customer care experience
Preferred: BA degree, conflict management skills, ability to handle difficult conversations, critical thinker, dispatch experience, self-starter
Proficiency in Excel, SAP, and Magellan Genesis phone system

Must-Have Skills
1. Critical thinking
2. Active listening
3. Communication, clear and proficiently in English.
4. Empathy and understanding of customer needs
5. Conflict resolution

Additional Information
Support with service engineers and strategic partners
Multi-tasking required
6 weeks of training with shadowing

Must be able to work a full 8 or 10 hr shift. Must have excellent internet connection and computer skills.

Notes:
Remote position.
While position is Remote, hours of operation for these roles require working 2nd shifts (3PM-12PM) or 3rd shift position 10PM - 0800AM on East Coast Schedule and require working an assigned schedule Saturday and/or Sunday per week.
Will have to attend Initial 6 weeks of training onsite, then remote/hybrid as needed

VIVA is an equal opportunity employer. All qualified applicants have an equal opportunity for placement, and all employees have an equal opportunity to develop on the job. This means that VIVA will not discriminate against any employee or qualified applicant on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.