Customer Support Specialist III

Warsaw, IN - USA

Monthly Salary: Not Disclosed

Posted on: 3 hours ago

Vacancies: 1 Vacancy

Job Summary

Overview:

TekWissen Group is a workforce management provider throughout the USA and many other countries in the world. Client is a publicly traded medical device company. Client designs develops manufactures and markets orthopedics products including knee hip shoulder elbow foot and ankle artificial joints and dental prostheses. client has operations in more than 40 countries around the world

Job Title: Customer Support Specialist III

Work Location: Warsaw IN 46580

Duration: 8 Months

Job Type: Temporary Assignment

Work Type: Onsite

Job Description:

Advanced resource within the Customer Experience team supporting day-to-day operations and ensuring seamless order processing and customer interactions.
This role performs the same core functions as a Customer Experience Associate but with added responsibilities including providing guidance to team members resolving escalated issues and assisting with workflow coordination.
The Specialist must be able to step into the Associate role as needed to maintain service levels and ensure an exceptional experience for healthcare providers distributors and internal stakeholders within a regulated orthopedic manufacturing environment.

Principal Duties and Responsibilities:

Perform all duties of a Customer Experience Associate including order entry inquiry management and documentation of customer interactions.
Act as a resource to Associates providing support answering questions and ensuring adherence to company policies and procedures.
Serve as a point of escalation for complex or urgent customer issues coordinating with internal teams such as Sales Supply Chain and Quality to resolve quickly.
Monitor daily workflows and assist with prioritizing incoming requests to maintain service level agreements.
Participate in training new team members on processes systems and customer interaction best practices.
Assist with reporting and tracking service metrics identifying trends and areas for process improvement.
Ensure compliance with regulatory standards and company guidelines in all customer transactions and communications.
Step into the Associate role during high-volume periods or as needed to maintain team performance and service quality.
Other duties as assigned.
This is not an exhaustive list of duties or functions and might not necessarily comprise all of the essential functions for purposes of the Americans with Disabilities Act.

Skills:

Expected Areas of Competence (i.e. knowledge skills and abilities)
Proven ability to handle complex customer inquiries and problem resolution.
Strong communication skills (verbal and written) with a demonstrated customer-first mindset.
Experience with CRM and ERP systems (e.g. SAP ServiceNow) preferred.
Ability to work independently while supporting team goals and mentoring others.
High attention to detail and ability to adapt in a fast-paced environment.
Customer Advocacy
Leadership Support
Flexibility & Dependability

Educations:

Education/Experience Requirements

High school diploma or equivalent required; Associates or Bachelors degree preferred.
1 3 years of experience in customer service preferably in healthcare medical devices or other regulated industries.

TekWissen Group is an equal opportunity employer supporting workforce diversity.

Overview: TekWissen Group is a workforce management provider throughout the USA and many other countries in the world. Client is a publicly traded medical device company. Client designs develops manufactures and markets orthopedics products including knee hip shoulder elbow foot and ank...