GFF Healthcare Control Tower Representative

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Explore your next opportunity at a Fortune Global 500 organization. Envision innovative possibilities, experience our rewarding culture, and work with talented teams that help you become better every day. We know what it takes to lead UPS into tomorrow—people with a unique combination of skill + passion. If you have the qualities and drive to lead yourself or teams, there are roles ready to cultivate your skills and take you to the next level.

Job Description:

KEY RESPONSIBILITIES
Customer Interaction & Support
• Serve as the first point of contact for healthcare customer inquiries via phone, email, or other communication channels.
• Provide accurate information, empathetic support, and timely updates to customers throughout the shipment case lifecycle.
• Maintain a professional and courteous demeanor in all customer interactions.

Case Management
• Log and document all healthcare shipment details in Salesforce with complete and accurate information.
• Initiate and monitor the progress of each case, ensuring all relevant information is captured and updated regularly.
• Investigate customer issues by gathering details, reviewing documentation, and collaborating with operational teams to determine root causes and appropriate solutions.
• Track shipment case status and ensure delivery milestones and timelines are monitored and communicated appropriately.

Communication & Coordination
• Liaise with internal departments such as Operations, Brokerage, and Sales to facilitate case resolution.
• Escalate complex or unresolved issues to appropriate stakeholders while maintaining ownership of the case.
• Provide timely feedback and follow-up to customers regarding case progress and outcomes.

QUALIFICATIONS
• Strong communication and interpersonal skills.
• Excellent problem-solving and analytical abilities.
• Ability to manage multiple cases simultaneously in a fast-paced environment.

• Able to work on shifting schedule.

• Proficiency in case management systems and Microsoft Office tools.

Employee Type:
 

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