American Red Cross Order Management Specialist in Charlotte, North Carolina
High school diploma or equivalent required. Associate's or Bachelor's degree preferred, with 1-3 years of customer service experience.
Experience in blood or pharmaceutical inventory management/hospital customer relations/logistics is preferred.
Excellent written and verbal communication skills with the ability to prioritize and execute multiple tasks.
Must function independently and possess organizational skills. Outstanding interpersonal skills in dealing with all levels of customers and staff (paid and volunteer ).
Problem solving and analytical skills. Working knowledge of computers preferably with an Order Entry System, Excel, Microsoft Word and Outlook.
Flexibility is a must. Specific job assignments will require day, evening, weekend and holiday hours. Overtime may be required.
Provide customer assistance in ordering blood and plasma derivatives and transfusion-related products and supplies. Maintain hospital inventory and return blood products within regulatory compliance.
Perform all duties and responsibilities in compliance with standard operating procedures, Safety Quality Identity Potency Purity (SQUIPP), regulations outlined in the Code of Federal Regulations (CFR), Occupational Safety and Health Administration (OSHA) and other applicable Federal, state and local regulations.
Receive routine orders for a variety of blood and pharmaceutical products and transfusion-related supplies.
Responsible for proper documentation and implementation of all orders received by phone, fax or other sources.
Responsible for proper documentation of returned orders, credit memos, inquiries and complaints.
Make follow-up calls if product needs cannot be met as expected.
Maintain/work with data, tools or computer programs to facilitate management and monitoring of product and service information.
Provide customer service to clients. Proactively communicate with hospital customers to increase customer satisfaction.
Maintain positive and professional communications, both internally as well as externally to provide regular product/service information and follow-up; promote teamwork.
Establish priorities and make decisions within prescribed parameters while working in a team setting.
Assist hospital personnel with inventory alternatives when requested products are unavailable within established guidelines and procedures that assist the customers and the patient.
Negotiate product/service requirements while maintaining positive rapport with different types of customers via telephone.
Rotate inventory of primary and remote facilities to ensure adequate supplies of products for the needs of customers.
Investigate and resolve hospital shipment problems. Receive, investigate and communicate related to customer concerns; complete customer concern documentation accurately and timely, then forward to appropriate individual(s) for follow-up/review.
Determine most economical method of transportation for hospital shipments.
Recognize, document and alert Management of trends in customer calls/usage. Recommends process improvements.
The above statements are intended to describe the general nature and level of work being performed. They are not intended to be an exhaustive list of all responsibilities and duties required of staff so classified.
Apply now! Joining our team will provide you with the opportunity to make a difference every day.
The American Red Cross is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.
The American Red Cross is a diverse nonprofit organization offering its employee's professional development and growth opportunities, a competitive salary, comprehensive benefits, and a collaborative team spirit environment.