Supply Chain Customer Service Associate (Full-Time/Day) Center City

Number of Positions In Requisition

1

Job Details

The Supply Chain Customer Service Associate plays a critical role in handling and triaging incoming inquiries from both internal and external Supply Chain stakeholders to ensure that questions are answered and/or that inquiries are referred to the right personnel/department. This includes providing guidance on new item requests, contract needs, requisitions, purchased orders and deliveries. This role ensures high levels of service are maintained for all Supply Chain customers and collaborates with departmental leadership to develop comprehensive knowledge articles and guides.

Job Description

Monday-Friday (7:30 am - 4:00 pm) or Monday - Friday (9:00 am - 5:30 pm)

Fully Onsite

No weekends

No holidays

Summary
The Supply Chain Customer Service Associate plays a critical role in handling and triaging incoming inquiries from both internal and external Supply Chain stakeholders to ensure that questions are answered and/or that inquiries are referred to the right personnel/department. This includes providing guidance on new item requests, contract needs, requisitions, purchased orders and deliveries. This role ensures high levels of service are maintained for all Supply Chain customers and collaborates with departmental leadership to develop comprehensive knowledge articles and guides.

Job Duties

• Respond to internal and external supply chain stakeholder inquiries: Utilize a ticketing tool to manage and respond to internal and external customer service inquiries related to various supply chain functions promptly.
• Address customer questions, concerns, and issues, providing clear and effective solutions.
• Escalate or triage tickets as necessary to ensure that inquiries are appropriately handled by the correct departments.
• Provide exceptional customer service, building strong relationships with supply chain end users, including clinicians, suppliers, and other stakeholders.
• Follow standard procedures to ensure consistency and efficiency in handling customer requests.
• Adherence to Service Level Agreements (SLAs): Comply with key SLAs including response times and resolution times for customer inquiries.
• Monitor and track ticket progress to ensure timely resolution in accordance with established SLAs; report any potential delays or issues in meeting SLAs to management promptly and propose solutions.
• Support development and maintenance of customer service materials: Collaborate with Supply Chain departmental leadership and Strategic Projects team to develop and update customer service-related materials, including knowledge articles, how-to guides, and FAQs.
• Ensure that all materials are comprehensive, current, and easily accessible to both internal and external customers (as needed).
• Socialize training materials and requirements: In collaboration with the SCM Education Coordinator, communicate training materials and requirements to stakeholders, including SCM leadership, team members, and external partners, and obtain buy-in.
• Ensure stakeholders are aware of training schedules, content, and objectives.
• Gather feedback from stakeholders to continually improve training programs.
• Maintain understanding of supply chain operations: Maintain a thorough understanding of supply chain processes, standards, and best practices.
• Stay updated on changes within the supply chain to provide accurate information to customers.

Minimum Qualifications

• High School Diploma/GED
• 2 years in customer service-related roles; preferably within a supply chain or logistics environment

Technical Competencies:

• Proficiency in customer service ticketing tools and software
• Strong problem-solving abilities and a proactive approach to addressing customer issues
• Soft Competencies:
• Excellent communication and interpersonal skills to engage effectively with customers.
• High attention to detail and accuracy in maintaining customer service materials

Additional Qualifications

Physical Demands
Lift and carry 25 lbs. frequent sitting/standing, frequent keyboard use, *patient care providers may be required to perform activities specific to their role including kneeling, bending, squatting and performing CPR.

Job Description Disclaimer: This position description provides the major duties/responsibilities, requirements and working conditions for the position. It is intended to be an accurate reflection of the current position, however management reserves the right to revise or change as necessary to meet organizational needs. Other responsibilities may be assigned when circumstances require.

Work Shift

Workday Day (United States of America)

Worker Sub Type

Regular

Employee Entity

Thomas Jefferson University

Primary Location Address

1101 Market, Philadelphia, Pennsylvania, United States of America

Nationally ranked, Jefferson, which is principally located in the greater Philadelphia region, Lehigh Valley and Northeastern Pennsylvania and southern New Jersey, is reimagining health care and higher education to create unparalleled value. Jefferson is more than 65,000 people strong, dedicated to providing the highest-quality, compassionate clinical care for patients; making our communities healthier and stronger; preparing tomorrow's professional leaders for 21st-century careers; and creating new knowledge through basic/programmatic, clinical and applied research. Thomas Jefferson University, home of Sidney Kimmel Medical College, Jefferson College of Nursing, and the Kanbar College of Design, Engineering and Commerce, dates back to 1824 and today comprises 10 colleges and three schools offering 200+ undergraduate and graduate programs to more than 8,300 students. Jefferson Health, nationally ranked as one of the top 15 not-for-profit health care systems in the country and the largest provider in the Philadelphia and Lehigh Valley areas, serves patients through millions of encounters each year at 32 hospitals campuses and more than 700 outpatient and urgent care locations throughout the region. Jefferson Health Plans is a not-for-profit managed health care organization providing a broad range of health coverage options in Pennsylvania and New Jersey for more than 35 years.    

Jefferson is committed to providing equal educa­tional and employment opportunities for all persons without regard to age, race, color, religion, creed, sexual orientation, gender, gender identity, marital status, pregnancy, national origin, ancestry, citizenship, military status, veteran status, handicap or disability or any other protected group or status. 

Benefits

Jefferson offers a comprehensive package of benefits for full-time and part-time colleagues, including medical (including prescription), supplemental insurance, dental, vision, life and AD&D insurance, short- and long-term disability, flexible spending accounts, retirement plans, tuition assistance, as well as voluntary benefits, which provide colleagues with access to group rates on insurance and discounts. Colleagues have access to tuition discounts at Thomas Jefferson University after one year of full time service or two years of part time service. All colleagues, including those who work less than part-time (including per diem colleagues, adjunct faculty, and Jeff Temps), have access to medical (including prescription) insurance.

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