Introduction to blithequark
blithequark is a pioneering force in vascular access solutions, dedicated to delivering exceptional products and services that advance patient care worldwide. Our commitment to excellence and customer satisfaction has positioned us as a leader in the medical device industry. We are now seeking a highly skilled and experienced Global Customer Experience Analyst to join our team, playing a vital role in ensuring our customers receive concierge-level service and fostering positive relationships that reflect our company's values.
Job Overview
The Global Customer Experience Analyst will be responsible for monitoring and managing our Electronic Data Information (EDI) automatic order fulfillment system, ensuring the timely and accurate processing of customer data. This role involves supporting our Direct and Distributor partners, resolving customer inquiries with care and professionalism, and collaborating with internal teams to provide seamless service and support. The successful candidate will report directly to the Customer Experience Manager and will be crucial in maintaining our high standards of customer experience and service quality.
Key Responsibilities
- Day-to-day monitoring, corrections, and releasing of all purchase orders submitted via EDI and GFAX (fax orders converted to electronic transmission) to meet customer expectations.
- Communicating specific customer master updates and changes to Commercial Operations to support EDI efficiency.
- Servicing our EDI customers by providing relevant key customer information as requested and needed.
- Maintaining an accurate and current EDI Product Catalog, including adding new product releases and removing discontinued items.
- Assisting with the creation of accurate EDI rules to support order efficiency.
- Participating in group sessions to brainstorm methods to enhance EDI service levels.
- Collaborating closely with internal teams (sales, logistics, finance, regulatory affairs, quality assurance, and marketing) to ensure seamless service and support.
- Manually allocating customer purchase orders and managing customer collections on a weekly, bi-monthly, and monthly basis.
- Addressing customer complaints or concerns, ensuring proper investigation and resolution.
- Understanding and answering complex questions related to International Trade Compliance.
- Providing data and reporting support to the Customer Experience Manager and other internal stakeholders.
- Offering innovative ideas to improve the customer experience and streamline internal processes.
Essential Qualifications
- Bachelor's level degree or equivalent professional work experience (medical device or healthcare industry experience is a plus).
- At least 5 years of EDI experience within the GHX platform.
- Proficient in Microsoft Office; ERP system experience strongly preferred.
- Strong communication, organizational, and problem-solving skills.
- Ability to work independently and thrive in a fast-paced environment.
Preferred Qualifications
- Experience in a similar role within the medical device or healthcare industry.
- Knowledge of vascular access solutions and products.
- Advanced skills in data analysis and reporting.
- Certification in EDI or a related field.
Skills and Competencies
- Excellent interpersonal and communication skills, both oral and written.
- Sharp attention to detail and ability to multitask.
- Customer-focused and collaborative team player.
- Self-motivated and adaptable to changing priorities.
- Proactive in identifying opportunities to improve service and processes.
Career Growth and Learning Benefits
At blithequark, we are committed to the growth and development of our employees. As a Global Customer Experience Analyst, you will have access to training and development programs, mentorship, and opportunities to advance your career within the company. You will be part of a dynamic team that values innovation, creativity, and collaboration, and you will be encouraged to share your ideas and contribute to the company's success.
Work Environment and Company Culture
blithequark is dedicated to creating a diverse and inclusive company culture that values and respects all employees. We offer a fast-paced and dynamic work environment that is challenging and rewarding, with a strong focus on teamwork, collaboration, and customer satisfaction. Our company culture is built on the principles of excellence, integrity, and respect, and we are committed to making a positive impact on the lives of our customers and employees.
Compensation, Perks, and Benefits
blithequark offers a competitive compensation package, including a salary, benefits, and perks that are designed to attract and retain top talent. Our benefits package includes health insurance, retirement savings, paid time off, and opportunities for professional development and growth. We also offer a range of perks, including flexible working hours, remote work options, and access to the latest technology and tools.
Conclusion
If you are a motivated and experienced professional looking for a challenging and rewarding role, we encourage you to apply for the Global Customer Experience Analyst position at blithequark. This is an exciting opportunity to join a leading company in the medical device industry and to contribute to the success of our customers and employees. We look forward to receiving your application and to discussing this opportunity further with you.
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