Customer Logistics Coordinator

Role: Customer Logistics Coordinator
Contract: Full-time Remote Contractor (160 hours monthly)
Business Hours: 9 AM – 5:30 PM EST
Rate: $18,000-$24,000 USD annually / $1,500-$2,000 USD monthly
(Salary is negotiable based on experience)
Availability to Start: By February 19th
Additional Info: Additional perks included in the compensation structure

Company Profile

With a robust 17-year track record, this New Jersey-based medical supply company is a seasoned provider of medical facilities. Distinguished by an extensive network of over 600 manufacturer contracts, the company affords its customers access to various medical products. This expansive catalog showcases the company’s commitment to variety and translates into significant cost savings, ranging from 20% to 50%, across an impressive selection of over 500,000 medical supplies.

What you’ll do

As a Customer Logistics Coordinator, you will ensure seamless and efficient operations within our logistics and customer support functions. You will manage end-to-end order processing, communication channels, account and data management, onboarding processes, and essential administrative support. This multifaceted role requires a detail-oriented individual with excellent communication skills, a firm grasp of data management, and a proactive approach to customer satisfaction. If you thrive in a dynamic environment and possess a keen interest in optimizing operational processes, we invite you to apply for the role and contribute to the success of the company’s logistics and customer support endeavors.

Responsibilities include but are not limited to:
Order Processing and Communication Management:
– Manage end-to-end order processing, ensuring accuracy and timely completion.
– Implement KPIs to track order processing efficiency, including turnaround time and error rates.
– Communicate daily with customers, distributors, and vendors via phone, online chat, and email.
– Collaborate with internal teams to coordinate logistics and shipping requirements for various orders.
– Establish and track KPIs for communication responsiveness and customer satisfaction.
Account and Data Management:
– Execute daily account setup and creation processes.
– Implement KPIs to monitor the efficiency and accuracy of account setup and contract connections.
– Obtain updated licensing information from existing members at least 30 days before expiration.
– Track KPIs related to licensing compliance and renewal success rates.
– Perform updates to the database, including customer profiles, inventory item adjustments, and dashboard updates.
Onboarding and Support:
– Actively ensure timely onboarding of all new member signups.
– Leverage previous customer support experience to deliver exceptional service.
– Utilize KPIs to measure customer satisfaction, issue resolution time, and overall support effectiveness.
Administrative and 3PL Experience:
– Provide administrative support as needed, contributing to the team’s efficiency.
– Utilize 3PL websites for efficient product tracking purposes.
– Regularly communicate with courier services to obtain real-time shipping status updates for ongoing orders.
– File shipping claims promptly for any damaged, lost, or delayed shipments, ensuring accuracy and completeness in the documentation.
– Implement KPIs for product tracking accuracy and monitoring 3PL performance metrics.
Project Coordination & Management:
– Coordinate and manage projects related to order processing, communication, onboarding, and support initiatives.
– Utilize project management tools to manage tasks efficiently and within timelines.
Key Performance Indicator (KPI) Tracking:
– Implement and regularly report on key performance indicators relevant to the abovementioned responsibilities.
– Use KPI insights to identify areas for improvement, implement process enhancements, and optimize overall operational efficiency.

What you should have
– Proven experience of at least three years in Customer Service, Logistics, Order Processing, and Data Management.
– Extensive expertise in efficiently managing both inbound and outbound customer support calls, as well as handling customer inquiries through email channels.
– Must have experience working remotely for a company in the US, UK, Canada or EU.
– Experience using Zoho CRM is a must for this role.
– Experience in the Medical Supply industry is a BIG PLUS but not necessary.
– Experience with 3PL websites for efficient product tracking purposes is a definite advantage.
– Proven track record in managing shipping operations, including obtaining shipping status updates, claims processing, and coordination with courier services.
– Experience creating and maintaining KPIs to track progress and task success.
– Strong attention to detail with a focus on accuracy and precision.
– An innate ability to take initiative and work independently.
– Excellent organizational skills to effectively manage multiple tasks and priorities.
– Fluency in English, both written and spoken.
– Reliable high-speed internet is a must for seamless remote work.

Who you are
– You thrive on meticulous attention to detail, ensuring accuracy in order processing, data management, and communication channels.
– Your exceptional organizational capabilities allow you to manage multiple tasks and priorities seamlessly, contributing to the overall efficiency of logistics operations.
– You enjoy taking charge of projects, coordinating efforts across different areas, and utilizing project management tools to ensure successful and timely completion.
– Your preference for exceeding customer expectations is evident through your previous customer support experience. You understand the importance of delivering exceptional service to enhance overall customer satisfaction.

To be part of our shortlist, you must complete the application form for our ATS shortlist: Click to view/jobs