Customer Service Specialist

Supply Clinic is the online marketplace for healthcare and dental supplies. We’re a two-sided marketplace, helping healthcare offices buy supplies directly from distributors and manufacturers on our platform. As a fast-growing digital company disrupting an old-school industry, we’re making waves as we expand in the place of traditional distribution channels. We are growing our core Customer Success team, looking to bring a talented Customer Service Specialist on board. If you’re passionate about making a real impact at a young startup company, Supply Clinic may be a great match.

Customer Service Specialist

This role will serve as a liaison between internal team members and customer accounts. The Customer Service Specialist will be responsible for handling order and customer service issues, facilitating communication regarding orders between our Shipment Support Agent and other members on the team. The Customer Service Specialist operates as the lead point of contact with all customers regarding tracking information, order issues and logistics problems while communicating with the right stakeholder(s) and working to resolve any issues. This role helps Supply Clinic function seamlessly to ensure a world-class customer experience. This includes troubleshooting as needed.

The day-to-day role includes, but is not limited, to the following:

• Overseeing and coordinating with other team members to help solve customer service and order issues
• Serving as the lead point of customer contact regarding shipment information, logistical issues, and customer service questions

• Keeping track of customer/seller pain points, identifying areas of improvement, and passing feedback along to the right stakeholder
• Working with our Customer Success Team to ensure the timely and successful delivery of account orders, and communicating such information back to our Seller Team and the appropriate customer accounts.
• Upkeeping documentation in admin notes and/or within our CRM (Hubspot) to keep all parties on the same page

• Coordinating with the rest of the team to help design, implement, and adjust broader initiatives
• Forecasting and tracking key customer behavior metrics in coordination with our Data Team

Requirements

• Bachelor’s degree, or equivalent education and/or experience
• Strong preference for 1+ years customer service experience
• Strong bias toward action

• High attention to detail
• Likes problem-solving situations
• Thrives in a fast-paced environment
• Extremely organized and has strong written communication skills
• Is a team player and enjoys collaboration
• Attention to detail inputting notes and documentation
• Clear and friendly communication skills, both by phone and email
• Composure even when dealing with a complex situation
• High level of personal and professional integrity
• Experience with HubSpot or similar CRM a plus
• Based in Chicago

 Perks:

• Compensation- salary-based
• Casual, collaborative team environment
• Health, dental and vision insurance
• Highly flexible role in terms of remote work. We have a split remote/office schedule (2-3 days per week in the office).
• Office space on Michigan Avenue by the Loop for an easy commute
• Amazing, dynamic team (if we do say so ourselves)
• Office snacks, coffee, and wide variety of teas
• Friday happy hours

We are an equal opportunity employer. We do not discriminate on the basis of race, religion, ethnicity, national origin, citizenship, gender, gender identity, sexual orientation, age, veteran status, disability, genetic information, or any other protected characteristic.