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Distribution Customer Engagement Specialist in Charlotte, NC at Joerns Healthcare

Date Posted: 6/2/2018

Job Snapshot

Job Description

About Joerns

Joerns Healthcare is a leading national distributor of therapeutic support surfaces, bariatric care equipment, negative pressure wound therapy systems, and safe patient handling solutions. We serve special patient handling needs across the entire continuum of care, including acute care hospitals, long term acute care hospitals, skilled nursing facilities, rehabilitation facilities, and hospice centers.
We continually strive to provide the most exceptional service, the most affordable products, and the most innovative patient care solutions to our customers. We are currently searching for skilled, self-motivated and dedicated professionals to add to our team. We offer hands on training, benefits and an outstanding work environment.

At Joerns Healthcare, each eligible employee receives a competitive total compensation package including Medical, Dental, Vision, Life Insurance and Short Term Disability. Our employees also receive Paid Vacation and Holidays. Please note that benefits may vary by site.
Position Summary

In collaboration with the Director, Customer Engagement & Distributor Relations, the Distribution Customer Engagement Specialist is responsible for providing complete customer experience to all distribution customers in alignment with the distributors Service Level Agreements.  The job holder will take ownership for and lead the complete customer experience process ensuring that the distributor has all the details and training needed to complete the resolution with the end customer.  The job holder will engage in and manage key discussions around contracts, pricing and system efficiencies for all the distribution accounts. The job holder will lead key communications around order updates and shipment reports as well as internal updates around organizationally meeting the SLAs in place.
The job holder will play a key role in delivering great customer experiences by providing responsive confirmations which enables customers to plan for their key product deliveries.

Job Requirements

  • Manage all distributor requests and be the internal Joerns Liaison for Pre-Sale Quotes/Questions, Order processing/Change Management Questions, Post Sale concerns.
  • Manage weekly all shipment report requests ensuring that the key customers are receiving tracking numbers and visibility to deliveries of their orders.  
  • Follow up with customers on resolutions to ensure that the resolution was satisfactory, and no additional questions exist.
  • Manage all return processing requests, including the complaint process through the QA system and follow up ensuring that product is received back.
  • Manage any AR / Collection related items and research any short payments from the distributor.
  • Manage and communicate order updates with distributors on delay orders, offering solutions, substitutions, split shipment offerings or other key communication needs. 
  • Manage and understand the system set up of the distributor to ensure that key updates are made and match between the JHC system and the distributor system.
  • First level troubleshooting and triage for product concerns.
  • Participate in cross functional team collaboration.
  • Potential involvement in Large Order Processing through the distributor, managing the key components of the order and the expectations.  Will depend on distributor and agreement with distributor.
  • Performs other duties as requested.

Required Education

Bachelor’s Degree preferred, combination of education and 5 years’ commensurate business experience required.
Required Skills & Experience

  • At least 2 years of experience in customer service and/or order management. Preferably in the medical device industry but not required.
  • At least 2 years of experience working with dealers or distributors operations teams or sales teams.
  • Must be a team-player, possess outstanding customer service skills and be self-motivated.
  • Excellent oral and written communication skills will be required as this position will involve direct communications with Joerns customers.
  • This position will require the ability to work under minimal supervision, within a group environment, to address a dynamic range of customer related issues.
  • The ability to multi-task and manage changing priorities throughout the day will be required.
  • Great listening skills and the capability to remain calm and helpful when working with Joerns customers is essential.
  • Acts with a sense of urgency, illustrates ambition, and drives for completion of tasks and projects.
  • Must have the ability to initiate and develop creative solutions.
  • Possess the ability to manage time and prioritize critical priorities.
  • Must demonstrate the ability & desire to increase knowledge.
  • General Microsoft skills required – specifically in excel.  

Preferred Skills, Experience & Education

  • SAP / Salesforce.Com Experience

Joerns Healthcare is an Equal Opportunity Employer


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