Customer Service Coordinator

Job Summary

The Supply Chain Customer Service Coordinator is tasked with ensuring that a consistent customer service experience is presented to the CHOP Community.  The Supply Chain Customer Service Coordinator will work with the CHOP leadership, team members, embedded customer service teams, and customer service functions from other groups to provide processes support.  This role is responsible for setting customer service strategies and working with the CHOP Help Desk and Service Now Solutions.  The Customer Service Role will be responsible for meeting with customer groups and organizing business reviews and surveys. 

Job Responsibilities

• Establish and monitor key customer service metrics which allows the CHOP Supply Chain to monitor customer satisfaction and provide feedback on customer satisfaction to various sub teams


• Coordinate customer service activities and resolution processes with other customer service groups throughout CHOP


• Support embedded customer service teams in CPD and MDT with supporting processes, technology, and tools


• Coordinate communications and materials circulate or posted via email, intranet, supply chain system, or memo


• Own and maintain the Supply Chain services catalog in conjunction with Supply Chain leaders while ensuring tickets are routed and resolved in a timely manner


• Provide customer service training to CHOP team members who are customer facing to improve overall interactions


• Works with front line staff to identify trends with issues, promote solutions in conjunction with leaders and maintains knowledge base information to address issues.


• Is knowledgeable in the tools and processes used by each supply chain team to correctly advise and educate customers.


• Make recommendations for process or systems improvements in support of common customer issues.


• Maintain communications and materials in support of customer service and key announcements.


• Support system testing or rollouts in effort to understand changes and develop customer support an trouble shooting guides


• Work closely with Procurement, Inventory, Systems, and Content Teams to ensure customer feedback results in improvement.


• Triage issues in conjunction with other support teams.

Required Education and Experience

Required Education: High School Diploma/GED

Required Experience: Three (3) years of related experience in Analytical or Supply Chain role

Preferred Education, Experience & Cert/Lic

Preferred Education: Bachelor degree in Supply Chain, Business or related field

Preferred Experience: Experience with contract life cycle management

Additional Technical Requirements

• Strong people and project management skills


• Excellence communication skills


• Broad understanding of Supply Chain and Related Processes


• Must be able to convert concepts and processes into easy to understand messaging


• Influential, inspiring trust, collaboration and operational excellence


• Excellent writing and verbal skills


• Must be able to work and plan independently


• Ability to manage multiple task and initiatives


• Able to create relationships with internal and external resources in pursuit of operational excellence


• Ability to work in a matrix type organization in conjunction with other customer service and support teams


• Must be able to break down processes to identify error points


• Detail Oriented with a focus on defect identification


• Knowledge of issue management, help desk, and knowledge based concepts and how to employ them is highly preferred


• Knowledge and experience with ServiceNow is highly preferred


• Strong analytics skills to understand defects and recommend improvements related to customer experience