Customer Operations Specialist

PRIMARY JOB RESPONSIBILITIES

1. Supports customer operations by handling escalated and non-routine customer issues related to billing credits returns and claims in a professional and timely manner.

2. Reviews recurring customer service and operational issues and assists in identifying opportunities for process improvement in coordination with Customer Service Sales and Finance departments.

3. Works collaboratively with Hiossen Finance Department Corporate departments Branch and Regional offices to resolve customer-related operational issues.

4. Assists in documenting and maintaining standard operating procedures related to customer operations billing and returns.

5. Serves as a point of contact for internal teams regarding customer operationsrelated questions and issue resolution.

6. Supports development and maintenance of training materials and reference documents for Customer Service and administrative staff.

7. Monitors and reports trends related to customer issues billing discrepancies and returns as directed by management.

8. Maintains working knowledge of Hiossen products policies procedures and applicable systems related to customer operations.

9. Prepares and submits reports as directed by the Regional Sales Manager Branch Manager or other designated management.

10. Provides Sales Support as needed including coordination with Sales Representatives on customer follow-ups quote preparation assistance account documentation and internal communication related to customer accounts. May participate in limited Inside Sales activities such as proactive customer outreach order follow-up promotion communication and assisting with sales initiatives as directed by management.

11. Performs other related duties as assigned or required.
    
    

REQUIRED KNOWLEDGE AND SKILLS

• Demonstrated ability to provide excellent customer service and resolve complex customer issues

• Working knowledge of billing returns credits and claims processes

• Strong organizational and communication skills

• Ability to work effectively with cross-functional teams

• Proficiency in Microsoft Office (Word Excel PowerPoint)

• Experience with ERP systems and internal tracking systems preferred

• Bilingual in English and Korean required (if applicable)
  
  

EDUCATION AND EXPERIENCE

• High School Diploma or equivalent required

• Minimum of 35 years of experience in customer service customer operations billing or administrative support in a sales or service office environment

• Experience in dental medical or healthcare-related industries preferred