Global Customer Experience Analyst
Spectrum Vascular is a leading innovator in vascular access solutions, committed to delivering excellence and advancing patient care. As a key member of our team, the Global Customer Experience Analyst will be primarily responsible for monitoring the company’s Electronic Data Information (EDI) automatic order fulfillment system; including receiving, verifying and processing electronically submitted data to ensure timely processing of customer data. Additional responsibilites include isupporting our Direct and Distributer partners, ensuring accurate and timely order processing, and helping resolve inquiries with care and professionalism. Reporting directly to the Customer Experience Manager, this role is crucial in ensuring our customers receive concierge level service and fostering positive relationships that reflect Spectrum Vascular's commitment to quality and service.
Role Responsibilities
- Responsible for day-to-day monitoring, corrections and releasing of all purchase orders submitted via EDI and GFAX (fax orders converted to electronic transmission) in a timely manner to meet customer expectations.
- Communicate specific customer master updates and changes to Commercial Operations, as needed to support EDI efficiency.
- Service our EDI customers by providing relevant key customer information, as requested and needed.
- Assist with maintaining an accurate and current EDI Product Catalog, adding new product releases, as well as, removing discontinued items.
- Responsible for assisting with the creation of accurate EDI rules used to support order efficiency.
- Participate in group sessions to brainstorm methods to enhance EDI service levels
- Collaborate closely with internal teams (sales, logistics, finance, regulatory affairs, quality assurance and marketing) to ensure seamless service and support.
- Responsibilities include manually allocating customer purchase orders and managing customer collections on a weekly, bi-monthly and monthly basis.
- Address customer complaints or concerns, ensuring proper investigation and resolution.
- Ability to understand and answer complex questions as it pertains to International Trade Compliance.
- Provide data and reporting support to the Customer Experience Manager and other internal stakeholders.
- Offer innovative ideas to improve the customer experience and streamline internal processes.
Role Competencies:
- Excellent interpersonal and communication skills, both oral and written.
- Sharp attention to detail and ability to multitask.
- Customer-focused and collaborative team player.
- Self-motivated and adaptable to changing priorities.
- Proactive in identifying opportunities to improve service and processes.
Role Requirements
- Bachelor's level degree, or equivalent professional work experience (medical device or healthcare industry experience is a plus).
- At least 5 years of EDI experience within the GHX platform.
- Proficient in Microsoft Office; ERP system experience strongly preferred.
- Strong communication, organizational, and problem-solving skills.
- Ability to work independently and thrive in a fast-paced environment
Spectrum Vascular is an Equal Opportunity Employer and committed to creating a diverse and inclusive company culture. Spectrum Vascular does not discriminate against candidates and employees because of their disability, sex, race, gender identity, sexual orientation, religion, national origin, age, veteran status, or any other protected status under the law.
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