Job details

Operations Specialist - DSSI Supplier

Position Summary:

Direct Supply is building the future of healthcare technology with industry-leading products, solutions and platforms to help improve the lives of millions of seniors and those who care for them.

In the Operations Specialist - DSSI Supplier position, you’ll serve as the subject matter expert for leadership regarding the Supplier Operations team’s roles, responsibilities and processes and work to proactively respond to changes in the business and team environment to ensure a positive customer experience.

The position will be a critical component in customer satisfaction and loyalty as you respond to supplier issues through phone, email, and other electronic means. You’ll provide support to customers and suppliers on a variety of items including transaction management, invoicing, general questions and issues. Customer satisfaction is at the core of this role and your feedback and involvement with process improvement initiatives will be key to ensure a positive customer impact.

Direct Supply® DSSI®

The DSSI platform connects care providers directly to their unique supply chain networks and delivers data-driven and AI-powered procurement tools to help our customers optimize profitability and efficiency at every turn.

Competencies & Skills Needed:

Exudes Sense of Urgency - Prioritizes and jumps into customer situations in a fast pace, high volume environment. Handles them with ease, moving quickly, collaborating with others and maintaining composure.
Applies Problem Solving - Independently and effectively triages incoming tickets to identify the problem and quickly deploys the appropriate solution to solve customer requests.
Ensures Effective Communication - Delivers timely and exceptional customer support through verbal and written communication ensuring customers have clarity on next steps and outcomes.
Demonstrates Technical Skills - Leverages proficiency with Technology applications such as Microsoft Word, Excel, Google Suite and ticketing software to design and deploy refined and streamlined processes to further advance our support efforts.

What You’ll Do and Impact:

Provide exceptional customer support to internal and external customers and suppliers through a focus on quality and timeliness of resolution.
Complete incoming supplier requests, received through ticketing system, as well as through phone and email within defined service level agreements.
Review and complete transaction exceptions, adhering to our operational standards.
Provide feedback and documentation from intelligence gained through supplier interactions.
Maintain documentation on issue resolution activities.
Identify and initiate process improvement opportunities to improve customer and supplier satisfaction by reducing the time it takes for issue resolution.
Perform project related work as assigned by the Operations Manager.
Manage key account’s unique requests and processes ensuring updates are made in a timely manner. Ensure cross training and back up support as needed.
Handle Partner escalation issues with urgency and communicate updates to leadership
Develop and provide new Partner training on DSSI teams, tasks and systems.
Identify Partner training needs with weekly check ins and direct observation and provide or coordinate training as needed to improve Partner skills and customer experience.
Act as first contact for internal team improvement requests and collaborate to improve internal team experience.
Assist with team meeting content and lead meetings as needed.