Responsible for investigating, managing, and resolving customer order issues across the order fulfillment lifecycle, including customer service, warehouse operations, and shipping/logistics. This role serves as a critical liaison between internal teams and customers to ensure timely, accurate, and compliant resolution of order discrepancies.
In addition to resolving issues, this role plays a key part in reducing overall complaint volume by identifying systemic issues, driving operational improvements, and supporting continuous improvement initiatives that enhance fulfillment accuracy, efficiency, and customer satisfaction within the medical device industry.
Issue Resolution & Investigation
Investigate customer complaints related to order fulfillment, including shipping errors, product discrepancies, delays, and damages.
Perform root cause analysis by collaborating with customer service, warehouse, logistics teams, and IT support.
Ensure timely and accurate resolution of issues in accordance with company policies and regulatory requirements.
Cross-Functional Coordination
Act as a central point of contact between Customer Service, Distribution/Warehouse Operations, IT, Quality, and Transportation teams.
May have to work with external parties such as out Freight Management, 3-PL's, LTL freight carriers, and Parcel (FedEx, UPS) carriers.
Coordinate corrective actions such as reshipments, returns, credits, or replacements with Customer Service.
Work with the IT team to identify and mitigate systems related root causes to customer complaints.
Customer Communication
Provide clear, professional, and timely communication to internal stakeholders and customers regarding issue status and resolution.
Escalate complex or high-impact issues as needed.
Continuous Improvement & Complaint Reduction
Identify trends and recurring fulfillment issues through data analysis and complaint tracking.
Drive and support corrective and preventive actions (CAPA) aimed at reducing repeat issues and overall complaint volume.
Partner with Operations, Quality, IT, and Supply Chain teams to implement process improvements that enhance order accuracy, shipping reliability, and warehouse performance.
Proactively recommend system, process, or training enhancements to prevent future errors and improve the end-to-end customer experience.
Reporting & Metrics
Build, track and report on key performance indicators (KPIs) such as resolution time, error rates, and complaint trends.
Monitor effectiveness of implemented improvements and adjust strategies to ensure sustained reduction in customer complaints.
Contribute to regular business reviews and continuous improvement initiatives.
Use large and disparate data sets during investigative processes to find hidden root causes, and focus areas that will drive impactful improvements.
Minimum Knowledge, Skills, and Abilities Required
Strong analytical and problem-solving skills with attention to detail
Demonstrated ability to identify trends and drive process improvements
Fluently speak, read, and write in English
3 years or more experience with Warehouse Management Systems and ERP systems. Prior Experience with EPICOR preferred or other similar systems like SAP, JD Edwards, etc.
Advanced analytical skills using Excel Skill, Power BI, etc.
Excellent communication and interpersonal skills
Ability to manage multiple priorities in a faced paced environment
Skilled use of computer, Internet, and shipping company websites.
Basic Math Skills
Ability to lift up to 75lbs repeatedly
Ability to work in a loud environment
Ability to work in a non-climate-controlled environment
3-5 Years experience in a fast-paced distribution environment
Be required to work, walk, and interact in other environments such as a warehouse or production facility where the noise level is high.
This is a salaried role that is housed in office. Position pays $46,000-58,000 DOE. Annual 5% Bonus Potential.
StatLab...Job OverviewKeurig Dr Pepper is seeking a Salesforce Administrator to support our DSD business. This role is both technical and collaborative, bridging the gap between technical system capabilities and business needs. The Salesforce Administrator tailors the CRM system...
...Description Job Description Job Title: Office Cleaner Location: Midtown Manhattan... ...will have experience in office cleaning, minor repairs, and basic maintenance, and... ...Must be available to work on Fridays, weekends, and holidays Strong attention to detail...
...various products. This is a flexible position allowing you to work from home, requiring a commitment of 15-25 hours per week. No prior experience is necessary, making it ideal for entry-level job seekers. As a Tester, you'll provide essential feedback while enjoying a...
...Fortune 100 to new start-up organizations. We work with job seekers in an equally broad... ...Overview Are you looking for a Work from Home Opportunity where you can earn up to $128... ...home Get paid weekly If you have a computer with internet, this is for you...
...POSITION SUMMARY Responsible for operating an overheadcrane to lift, move, position, and reposition loads. Depresses buttons, lifts levers, and ensures load is safely attached to crane before bringing it down. ESSENTIAL FUNCTIONS Reasonable Accommodations...