MillenniumSoft Inc

• Accept inbound calls from doctors, nurses, pharmacies, and other healthcare entities • Obtain necessary information, attempt to resolve the incident, or escalate if necessary • Delegate pending call-backs to appropriate Customer Support Specialist tiers • Document client’s name, concerns/complaints, facility, and phone number before escalating tickets • Follow necessary Customer Support protocols • Interact with customers in a professional and enthusiastic manner via verbal and written communication • Promptly answer support calls, document, and transfer with a high level of urgency • Accurately document client interaction in a professional manner • Organize caseload, troubleshoot assigned queue of cases, and identify those that need escalation in a high-pressure environment • Resolve open tickets and communicate resolution to the client to confirm satisfaction • Use internal support applications to communicate professionally, effectively, and timely with the internal team and customers • Support the field implementation team to successfully complete installations • Coordinate and execute the shipment of parts and supplies to customers

• Accept inbound calls from doctors, nurses, pharmacies, and other healthcare entities • Obtain the necessary information, attempt to resolve the incident, or escalate if necessary • Document the client’s name, concerns/complaints, facility, and phone number before escalating tickets • Follow necessary Customer Support protocols • Interact with customers in a professional and enthusiastic manner via verbal and written communication • Promptly answer support calls, document, and transfer with a high level of urgency • Accurately document client interaction in a professional manner • Work well with people from different disciplines with varying degrees of technical experience while maintaining a positive attitude • Organize caseload, troubleshoot assigned queue of cases, and identify those that need escalation in a high-pressure environment • Resolve open tickets and communicate resolution to the client to confirm satisfaction • Use internal support applications to communicate professionally, effectively, and timely with the internal team and customers • Support the field implementation team to successfully complete installations • Coordinate and execute the shipment of parts and supplies to customers

• Provide effective customer service for all external Liberator Medical Supply, Inc. customers • Provide timely and accurate information to customers regarding their order status and/or product information requests • Process customer orders/changes according to established department and intra-departmental policies • Process customer returns according to established department policies • Work closely with the Medical Billing department to resolve disputed Billing charges • Document customer calls within the organizations propriety software systems

• Provide effective customer service for all external Liberator Medical Supply, Inc. customers • Provide timely and accurate information to customers regarding their order status and/or product information requests • Process customer orders/changes according to established department and intra-departmental policies and procedures • Process customer returns according to established department policies and procedures • Work closely with the Medical Billing department to resolved disputed Billing charges • Provide timely feedback to Customer Service Management regarding service failures or customer concerns • Documenting customer calls within the organizations propriety software systems • Effectively overcoming objections relative to customer cancellations and management escalations • Communication of Liberator Medical Supply's Mission and Core values through an expression and communication of Care and Appreciation to all customers • Partner with Sales Representatives to meet or exceed customer service expectations • Daily review of the Contact Delivery Exception Reports for Fedex, UPS, and USPS • Daily review of the dropped call list • Monitoring Customer Service Rush Board and communicating with operations

• Coordinate the movement of shipments from the Distribution Center to client affiliates • Lead communication between GDC, regional business teams, and appropriate supply planning teams to ensure timely resolution of order issues and visibility to order status • Modify orders in the ERP system and WMS per regional requirements • Liaise with Distribution Center Operations team on the status of the orders • Provide information to regions regarding order status, product availability, product information, and regulatory issues • Gather information for the backorder at pick lines • Resolve sales order issues to ensure accurate order fulfilment • Act as the main point of contact for Order Management processes for client affiliates • Monitor, analyze, and report on Order Management performance • Provide status updates on all issues/requests to Order Management leadership

• Drive Net Promoter Scores (Customer Satisfaction) higher • Improve communication between customers and the Field Service Engineers • Call customers to relay service delays, update arrival times, and track parts • Follow up with customers after service completion to ensure needs were met • Manage company assets including cell phone, computer, and tablet • Establish positive business relationships with customers and peers • Perform administrative duties including recording time worked and training • Provide ongoing feedback to customers regarding instrument repair and status • Schedule and support the customer base in close collaboration with district team leads and dispatch staff • Complete training in Salesforce, ServiceMax, and Qualtrics satisfactorily.

• Managing clinical-related customer experiences for products and services • Prioritizing business opportunities and product/service solutions • Supporting user management and customer support across the platform • Developing processes and procedures for user access & management • Supporting sites with single sign-on, deployed, and hosted solutions

• Development of financially viable agreements in support of divisional sales and profit goals • Evaluating and processing field transactions • Maintaining the contracts files and the associated systems • Coordinate with the Sales Force (including TMs, RMs, and AVPs), the National Accounts team, Corporate Regional Vice Presidents and Corporate Law Department personnel on the development, distribution and compliance with bids, proposals and contracts • Support the Sales Force with field transactions such as pricing requests, quotations, trade-outs and other various ad-hoc requests • Submit price requests to Management based on Price Approval Matrices • Accurately create and maintain individual/group pricing contracts in i5 • Organize and maintain files, both electronic and hard copies • Issue, process and follow-up on contract expiration notices • Consolidate department data, number of contracts, field transactions and sales value of specific groups • Assist with researching price discrepancies and issuance of invoice credits • Ad hoc projects as needed

• Review proposal documents to identify requirements and evaluate SME support. • Work with sales and cross functional SMEs to develop RFx/proposals. • Demonstrate critical thinking skills to effectively multi-task, prioritize and manage multiple projects within a high pressure, deadline-driven environment. • Attention to detail to ensure accuracy and compliance with RFP response standards • Create RFx first drafts of all contents for SME/BD Stakeholder review. • Ability to take a compilation of raw content and transform it into customer facing content. • Coordinates and completes the writing of technical responses for incoming IT and technical questions from RFPs, contracts, general customer questions or security audits

• Use a targeting list and make phone calls or send emails to potential key decision makers for Pure wick product • Provide a brief introduction of the product with the goal of setting up a meeting with one of our National Account Managers