Job Summary
Supply Chain - Warehouse Operations Customer Service Representatives are dedicated to providing quality customer service with an extraordinary degree of accuracy and enthusiasm to their customers. This role serves as the initial point of contact for customer inquiries and issues.
Mission Statement
Michigan Medicine improves the health of patients, populations and communities through excellence in education, patient care, community service, research and technology development, and through leadership activities in Michigan, nationally and internationally. Our mission is guided by our Strategic Principles and has three critical components; patient care, education and research that together enhance our contribution to society.
Why Join Michigan Medicine?
Michigan Medicine is one of the largest health care complexes in the world and has been the site of many groundbreaking medical and technological advancements since the opening of the U-M Medical School in 1850. Michigan Medicine is comprised of over 30,000 employees and our vision is to attract, inspire, and develop outstanding people in medicine, sciences, and healthcare to become one of the world’s most distinguished academic health systems. In some way, great or small, every person here helps to advance this world-class institution. Work at Michigan Medicine and become a victor for the greater good.
What Benefits can you Look Forward to?
- Excellent medical, dental and vision coverage effective on your very first day
- 2:1 Match on retirement savings
Responsibilities*
- Manage all incoming phone calls, emails, and fax for Pavilion Warehouse Operations.
- Support the inventory-related billing functions generated by Stockkeepers for Clinical units.
- Process and input all customer orders in a timely manner via Peoplesoft or manual steps.
- Consistently generate paperwork and necessary information required for customer orders.
- Handle customer returns in an efficient manner and assure proper credit is given to the customer.
- Respectfully interact with other departmental staff in the warehouse & dock to achieve goals and efficient processes.
- Develop in-depth product knowledge for items within the Supply Chain catalog.
- Support policies and procedures to ensure accurate responses and solutions for customers, and route to appropriate resources. Maintain spreadsheets and capture data efficiently.
- Review customer's requests. When necessary, advise customers regarding stock choice based on availability/excessive amount.
- Participate in physical inventories and cycle counts as needed.
- Maintain a good working relationship with customers by responding to all inquiries and complaints concerning orders, billing, deliveries, inventory counts, and other warehouse functions.
- Educate customers of Supply Chain Warehouse Operations policies and procedures.
- Report customer feedback and identify customer inquiry trends to leadership, including any signs of customer dissatisfaction.
- Manage self-serve customers through Customer Requisition templates.
- Maintain LUM distributor log sheet for tracking shipment discrepancies.
- Exudes leadership as Senior CSR by assisting Logistics Coordinator, Supervisors, and Manager with data related projects and other continuous improvement efforts.
- Collaborate with Transactional Purchasing, PAR Management, Linen Distribution, Value Analysis, and Warehouse Operations Leadership.
Required Qualifications*
- Minimum of 5 years of experience in a similar position.
- Aptitude for providing stellar customer service and initiative for creative problem solving.
- Demonstrated leadership skills in initiating/directing workflow within a warehouse environment.
- Strong communications skills.
- Ability to work well on a team with very high work ethic.
- Experience working in a fast-paced and dynamic work environment.
- Ability to handle change, anticipated, and emergent.
Desired Qualifications*
- Experience working in a Healthcare customer service operation.
- Experience with Microsoft Word, Excel.
- Experience with PeopleSoft and Syft software.
Work Schedule
Standard hours: 40
Work days: M-F
Shift start/end times: 7:00am-3:30pm
Modes of Work
Positions that are eligible for hybrid or mobile/remote work mode are at the discretion of the hiring department. Work agreements are reviewed annually at a minimum and are subject to change at any time, and for any reason, throughout the course of employment. Learn more about the work modes.
Background Screening
Michigan Medicine conducts background screening and pre-employment drug testing on job candidates upon acceptance of a contingent job offer and may use a third party administrator to conduct background screenings. Background screenings are performed in compliance with the Fair Credit Report Act. Pre-employment drug testing applies to all selected candidates, including new or additional faculty and staff appointments, as well as transfers from other U-M campuses.
Application Deadline
Job openings are posted for a minimum of seven calendar days. The review and selection process may begin as early as the eighth day after posting. This opening may be removed from posting boards and filled anytime after the minimum posting period has ended.
U-M EEO Statement
The University of Michigan is an equal employment opportunity employer.