Customer Operations Specialist

Job Description

This role is critical in ensuring smooth operations, leveraging your deep understanding of hospital procurement processes and IDN workflows—including customer and vendor onboarding, purchase order management, invoicing, and shipping logistics. You will support the team in managing customer relationships, streamlining communication, and enabling efficient sales and operational processes.

Key Accountabilities:

• Demonstrate a deep understanding of hospital procurement processes and IDN workflows, including vendor onboarding, purchase order management, invoicing, and shipping logistics. Apply this knowledge to ensure smooth backend operations and support hospital relationships
• Manage the full onboarding process for new hospital customers, including GHX onboarding, key account information, and tax certificatio
• Act as the main point of contact during onboarding to ensure a seamless customer experience
• Partner with the Sales organization to proactively chase, track, and resolve hospital purchase orders
• Maintain relationships with hospital staff to support invoicing and collections
• Manage the receipt of orders, and process them effectively and accurately into the ERP system
• Send out invoices to and manage general communications with customers
• Communicate order receipt and processing with other stakeholders, such as wider sales team
• Leverage customer relationships to support effective payment of invoices
• Ensure effective and prompt responses to all customer inquiries, via phone and/or email. Manage and minimize customer complaints
• Liaise with other stakeholders, e.g. Distribution, to ensure orders are fulfilled and shipped promptly and accurately
• Manage movement of product and inventories across locations based on transaction types (e.g. sales, samples, consignments)
• Ensure optimal utilization of key operational systems, e.g. ERP, EDI, CRM

Experience:

• 4+ years of previous customer service experience, preferably within the healthcare or hospital environment
• Deep understanding of hospital procurement processes and IDN workflows, including onboarding, PO management, invoicing, and shipping logistics
• Excellent communication skills, both written and verbal
• Proficiency in using customer service software and ERP system