Advisor, Customer Relations, Supply Chain - Prince George, Canada - PHSA

PHSA

Verified Company

Prince George, Canada

2 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Job Summary:

The Coordinator, Customer Relations monitors customer inquiries through the call centre tracker tool to ensure service standards are being met and follows up with internal supply chain service areas as needed.

The Coordinator develops effective working relationships with stakeholders to address customer needs and identify service improvement opportunities. The role communicates with customers and Supply Chain teams regarding service changes, requirements and challenges. The Coordinator participates in Supply Chain projects and attends customer committee meetings as a representative for Supply Chain.

Duties/Accountabilities:

Monitors and tracks customer inquiries through the call centre tracker tool to ensure tickets are closed in a timely manner and in accordance with established service standards. Identifies customer service challenges and works with internal Supply Chain resources to address. Escalates service issues to the Lead, Customer Relations and Promotions as needed.
Maintains ongoing communication with customers to ensure customers are informed of upcoming changes, that service problems are effectively addressed and service needs met. Investigates complaints and issues and initiates dialogue with internal Supply Chain businesses to ensure problem resolution.
Liaises closely with internal and external stakeholders to identify opportunities for service improvement. Provides input to process changes and participates in business process improvement to enhance Supply Chain service delivery.
Participates in a variety of Health Authority customer committee meetings as Supply Chain representative.
Performs business analyses through profiling customer spending, analyzing utilization, and benchmarking. Runs statistical and usage reports as needed.

Qualifications:

A level of education, training, and experience equivalent to a College Degree in Commerce or Management or related discipline plus a minimum of three (3) years related experience at a Supervisory level covering a broad spectrum of customer service and promotions functions with an emphasis on customer relationships management in health care or a related environment.

Demonstrated relationship building skills and ability to work effectively within a multi-site, multi-sector environment. Strong communication and negotiation skills. Proven ability to resolve day-to-day operational issues and take prompt actions on addressing customer inquiries. Ability to exercise judgment on working within or outside of established processes and procedures. Proven self-motivated individual with the ability to get things done. Demonstrated ability to contribute to a working environment that promotes team building. Excellent organizational skills including the ability to meet deadlines and prioritize workload to meet departmental and customer requirements.