Job Summary:
Candidates who are extremely detailed oriented, reliable and like the idea of taking ownership of the success of assigned Clients. The right person would enjoy monitoring and auditing Orders and related delivery performance in order to add to the client’s Continuous Improvement efforts. Working with various technology apps and platforms, the right resources will be responsible for learning the patterns, trends and habits of each program they oversee and will communicate regularly with Operations, Compliance and Management Teams in addition to working weekly with the Network Partners that will actually be performing the deliveries daily.
Key Responsibilities:
1. Review and receive training on all aspects of your assigned clients “Delivery Program”
- Understand our Network Partners (NP’s) that you will work with to maintain and upgrade our service Standards
- Review the Client specific Service Level Agreements (SLA’s) and Key Performance Indicators (KPI’s)
- Establish contact with key program participants within MCI, and with your assigned Clients and Network Partners.
2. Use various technology apps to audit the delivery performance and other KPI’s for your assigned Clients:
- Order Entry Module
- Monitoring Board
- Analytics Dashboard
- Dispatch Boards
- Teamwork Ticketing System
- Ring Central reporting
3. Take Ownership of the success of your assigned Client Programs
4. Participate in weekly internal calls, calls with our NP’s and periodic Client Calls
5. Perform “Order Validation” to ensure all transactions are vetted and prepared for Billing, by confirming specific fields are filled out in order templates
6. Pull reports and generate weekly Performance Updates, highlighting areas in the delivery Programs that:
- Require improvement to meet our SLA’s and KPI’s
- Can be improved through changes in business process or technology upgrades
- Represent patterns or trends that are a concern or point to a need for Root Cause analysis and related Corrective Actions
- Require us to communicate with our Client or make changes to program design in order to reduce costs to Client or improve service and delivery performances
7. Receive incoming calls, tickets and communications from different suppliers and customers all over the country.
8. Dispatch incoming orders to the drivers manifest that correspond to the location and customer account number.
9. Troubleshoot drivers as they call to update the schedule, document events such as delays number of pieces picked up, etc.
10. Provide clear responses to customer inquiries on the status of their orders (schedule, location of the driver etc.)
11. Identify, recommend, and implement new processes, technologies, and systems to improve and streamline organizational processes and use of resources and materials.
12. Provide excellent customer service experience with the highest levels of quality
13. Any related and applicable ad hoc tasks commensurate to the job grade/level at hand.
Education and Skill Requirements:
- Bachelor’s degree or higher recommended. (Preferred)
- Medical Logistics Knowledge is preferred
- Prior experience in Customer Service role.
- Prior experience using a CRM, ERP or other platform to manage information is preferred
- Experience with helpdesk software a plus
- Comfortable working in Excel to format reports
- Transportation Experience a big plus
- Excellent communication skills
- Strong verbal and written skills
- High level of attention to detail
- Adaptability
- Navigation of tools and Technological Proficiency
What We Offer:
At FGC+, we believe that every person yearns to fulfill their potential. “Igniting possibility” is our brand essence, it recognizes that work can be a great catalyst for personal and professional growth. By creating an environment of support and inspiration, we enable people to realize their true capabilities and to make work a source of fulfillment and sustainable success.
We offer more than just a job; we provide a nurturing environment where work-life balance, mentorship, employee engagement, and continuous learning are the pillars of your success — not to mention a market competitive total compensation/rewards package including:
- Day 1 HMO
- Competitive base pay with incentives and allowances
- Payment of all statutory government benefits
- 25 days of annual paid leave
- 13th month pay
- Onsite medical support
- Skills and training development programs
- Employee Engagement Events
- Employee Referral Program
EEO Statement:
We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status, or any other characteristic protected by law.
Third-Party Agency Notice:
FGC+ will not accept any unsolicited resumes from any third-party recruiting agencies, either domestic or international. FGC+ nor its subsidiaries/LE’s will be responsible for any fees from the use of any unsolicited resumes either through our ATS or via electronic mail systems from any agency.
