The Customer Support Analyst will be the primary point of contact for the Consolidated Service Center order errors, quality issues, and general questions and concerns. This role will utilize extensive supply catalogs and product substitution management expertise to assist customers in solving order issues. This role will field order questions from St. Luke's hospitals, clinics, and manufacturers to resolve or route to the appropriate Supply Chain or CSC department.

-Subject matter expert and primary point of contact for order and quality issue management for the Consolidated Service Center
-Utilize available tools such as Enterprise Resource Planning, Order Management Systems, and Warehouse Management Systems to help communicate, coordinate and resolve order issues
-Address customer questions and give updated information regarding orders, order substitutions, deliveries, and product information via phone, email, and other communication methods
-Understand and keeps up-to-date on product shortages, product conversions, and other product changes throughout the network
-Review and analyze order data to identify trends, discrepancies, and opportunities for process improvements
-Work closely with distribution, logistics, procurement, and other supply chain departments to ensure timely and accurate order information
-Investigate recurring order issues to determine root causes and give information to correct teams to prevent future occurrences
-Keep detailed records of customer interactions, transactions, and order issues for future reference and analysis
-Suggest and implement improvements to order management processes to enhance efficiency and customer satisfaction
-Follow and update standard operating procedures and service level agreements (SLAs) to sustain the customer support role and provide exceptional customer service
-Understand the consolidated service center SLAs and commitments to the customers
-Utilize effective communication and conflict resolution techniques to resolve escalated customer issues, ensuring a positive outcome and maintaining customer satisfaction
-Ensure a positive customer experience by addressing concerns with empathy and professionalism
-Help train new team members on order management procedures and best practices
-Perform other tasks and responsibilities as needed to support the team and ensure smooth operations

Minimum Qualifications:

Education: Bachelors or relevant experience in lieu of

Experience: 3 years relevant experience

Licenses/Certifications: None

At St. Luke’s, caring for people in the communities we serve is our mission – and this includes our own SLHS team. We offer a robust benefits package to support our teams both professionally and personally. In addition to a competitive salary and retirement plans, we ensure our team feels supported in their benefits beyond the typical medical, dental, and vision offerings. We care about you and have fantastic financial and physical wellness options, such as: on-site massages, on-site counseling via our Employee Assistance Program, access to the Virgin Pulse Wellness tool, as well as other formal training and career development offerings to ensure you are meeting your career goals.

St. Luke’s is an equal opportunity employer and does not discriminate against any person on the basis of race, religion, color, gender, gender identity, sexual orientation, age, national origin, disability, veteran status, or any other status or condition protected by law.

*Please note: this posting is not reflective of all job duties and responsibilities and is intended to provide an overview to job seekers.