Lead Customer Service Coordinator
Lead Customer Service Coordinator
Employer Active
Job Alert
You will be updated with latest job alerts via email
Share
Job Alert
You will be updated with latest job alerts via email
Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
Changing lives. Building Careers.
Joining us is a chance to do important work that creates change and shapes the future of healthcare. Thinking differently is what we do best. To us change equals opportunity. Every day our colleagues are challenging whats possible and making headway to innovate new treatment pathways to advance patient outcomes and set new standards of care.
Customer Support & Escalation Management
Serve as a key point of contact for escalated customer inquiries and high-priority service issues.
Investigate and resolve open order problems such as backorders pricing discrepancies incorrect entries shipping delays and special handling requests.
Partner with BPO teams Sales and internal departments to ensure timely and thorough resolution of customer-impacting issues.
Act as a subject matter expert (SME) on customer service processes and order-to-cash requirements.
Document escalation outcomes and identify trends to support process fixes and continuous improvement.
BPO Support & Quality Oversight
Conduct regular audits of BPO agent interactions (calls emails chats and orders) using standardized scorecards to evaluate accuracy compliance and service quality.
Perform targeted audits in response to customer complaints escalations or performance red flags.
Drive corrective and preventive action (CAPA) planning in partnership with BPO leadership.
Participate in calibration sessions quality reviews and performance investigations.
Provide feedback and coaching support to BPO supervisors and trainers while maintaining confidentiality and professionalism.
Order Management
Investigate and resolve order-related issues including shipment holds and missing or incorrect information
Collaborate with Sales Supply Chain Credit and Logistics to ensure smooth processing and fulfillment of customer orders.
Validate changes or cancellations to customer orders per established policies and SOPs.
Process Improvement & Reporting
Leverage VOC data complaints audit results and error analysis to identify service gaps and root causes.
Recommend and implement process improvements to prevent repeat issues and enhance the customer experience.
Support the development and refinement of SOPs training materials and compliance documentation.
Contribute to cross-functional projects aimed at streamlining service operations.
Deliver regular reporting on BPO performance quality trends escalation outcomes and compliance metrics to internal leadership.
Integra LifeSciences is an equal opportunity employer and is committed to providing equal employment opportunities to all qualified applicants and employees regardless of race marital status color religion sex age national origin sexual orientation physical or mental disability or protected veteran status.
This site is governed solely by applicable U.S. laws and governmental regulations. If youd like more information on your rights under the law please see the following notices:
EEO Is the Law EOE including Disability/Protected Veterans
Integra LifeSciences is committed to provide qualified applicants and employees who are disabled veterans or individuals with disabilities with needed reasonable accommodations in accordance with the ADA. If you have difficulty using our online system due to a disability and need an accommodation please email us at
Integra - Employer Branding from Integra LifeSciences on Vimeo
Required Experience:
IC
Employment Type
Full-Time
