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Key Customer Operations Liaison in Charlotte, NC at Joerns Healthcare

Date Posted: 8/7/2018

Job Snapshot

  • Employee Type:
  • Location:
    Charlotte, NC
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:

Job Description

About Joerns

Joerns Healthcare is a leading national distributor of therapeutic supportsurfaces, 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 Key Customer Operations Liaison is responsible for providing a complete customer experience to key distribution partner accounts.   This role is the main contact for the operational partnership between the distributor and Joerns.


The job holder will take ownership managing all aspects of order quoting, order maintenance - from order entry to delivery of goods.  While this is not a sales role, your ability to help guide and direct product decisions and discussions will be key.  A high level of communication and ability to organize with various, competing priorities is crucial as you coordinate across multiple internal departments and work with external customer teams to assure everything runs smoothly between our two businesses. As a member of the primary team that interacts with our key account (s), your professionalism, keen business sense and focus on the details will help us deliver extraordinary service.  


The job holder plays an essential role in delivering a great customer experiences by providing consistent service and support to all areas of the team both internally as well as with our distribution partner.

Job Requirements

  • Ability to execute quote requests within a compressed timeframe

  • Manage order pricing and special product exceptions

  • Hold weekly calls between Operational Leads for both organizations and develop execution plans

  • Build strong relationships between the operations team and the assigned distribution account

  • Cross functional training within the assigned distribution account

  • Provide ongoing training to the Customer Care team as needed

  • Uses customer service proficiency to assess existing procedures and communicate improvement opportunities

  • Provides structured and timely recommendations; verbal and written feedback to Customer Care team and leadership

  • Work in a constructive and collaborative manner by establishing positive work relationships; partners with customers, Customer Care team and Operations

  • Develop customer knowledge expertise in an ever changing environment

  • Responsible for developing solutions to operational questions

  • Ensure compliance with SOP’s and supplier account

  • Build relationships with customers and manage priorities of these partnerships

  • Provide support to customers and develop strategic solutions

Required Education

High School Diploma or Educational Equivalent
Required Skills & Experience

  • 5+ Years customer service, account management and escalation resolution experience

  • 3+ Years conducting quality audits of functional intake inquiries in accordance with SOP’s and outgoing written correspondence to customers

  • Excellent presentation and writing skills

  • Intermediate to Expert Level in MS Office

  • Experience in using CRM systems to monitor account activity

  • Strong verbal and written communication skills

  • Detail oriented with ability to break down projects into smaller tasks

  • Highly organized with the ability to creatively solve problems. 

  • Ability to travel up to 25% travel

Preferred Skills, Experience & Education

  • 4 year degree preferred

  • Experience with SAP a plus

  • Experience with EDI transmissions a plus

  • Experience in actively utilizing CRM systems such as Salesforce

  • Prior experience with executive level clients

Joerns Healthcare is an Equal Opportunity Employer