Experienced Global Customer Experience Analyst – Electronic Data Interchange (EDI) and Customer Service Expertise for a Leading Innovator in Vascular Access Solutions

Introduction to blithequark

blithequark is a pioneering force in the vascular access solutions industry, dedicated to delivering exceptional products and services that advance patient care. Our commitment to excellence is reflected in our innovative approach to vascular access solutions, and we are now seeking a highly skilled and dedicated Global Customer Experience Analyst to join our team. As a key member of our customer experience team, you will play a vital role in ensuring that our customers receive concierge-level service and fostering positive relationships that reflect blithequark's commitment to quality and service.

Job Overview

The Global Customer Experience Analyst will be primarily responsible for monitoring and managing our Electronic Data Interchange (EDI) automatic order fulfillment system, ensuring timely and accurate processing of customer data. This role will also involve supporting our direct and distributor partners, resolving customer inquiries with care and professionalism, and collaborating with internal teams to ensure seamless service and support. If you have a passion for delivering exceptional customer experiences and a keen eye for detail, we encourage you to apply for this exciting opportunity to join the blithequark team.

Key Responsibilities

• Monitor and manage the EDI system, including receiving, verifying, and processing electronically submitted data to ensure timely processing of customer orders.
• Communicate specific customer master updates and changes to Commercial Operations, as needed to support EDI efficiency.
• Provide exceptional customer service by responding to customer inquiries, resolving issues, and providing relevant key customer information as requested.
• Maintain an accurate and current EDI Product Catalog, adding new product releases and removing discontinued items as necessary.
• Assist in the creation of accurate EDI rules to support order efficiency and participate in group sessions to brainstorm methods to enhance EDI service levels.
• Collaborate closely with internal teams, including sales, logistics, finance, regulatory affairs, quality assurance, and marketing, to ensure seamless service and support.
• Manually allocate customer purchase orders and manage customer collections on a weekly, bi-monthly, and monthly basis.
• Address customer complaints or concerns, ensuring proper investigation and resolution.
• Provide data and reporting support to the Customer Experience Manager and other internal stakeholders.
• Offer innovative ideas to improve the customer experience and streamline internal processes.

Essential Qualifications

• Bachelor's level degree or equivalent professional work experience in the medical device or healthcare industry.
• At least 5 years of EDI experience within the GHX platform.
• Proficient in Microsoft Office, with ERP system experience strongly preferred.
• Strong communication, organizational, and problem-solving skills.
• Ability to work independently and thrive in a fast-paced environment.

Preferred Qualifications

• Experience working in a customer-facing role, with a proven track record of delivering exceptional customer experiences.
• Knowledge of international trade compliance and ability to understand and answer complex questions related to this topic.
• Experience working with EDI systems and managing electronic data interchange.
• Strong analytical and problem-solving skills, with the ability to identify opportunities to improve service and processes.

Skills and Competencies

• Excellent interpersonal and communication skills, both oral and written.
• Sharp attention to detail and ability to multitask.
• Customer-focused and collaborative team player.
• Self-motivated and adaptable to changing priorities.
• Proactive in identifying opportunities to improve service and processes.

Career Growth Opportunities and Learning Benefits

At blithequark, we are committed to the growth and development of our employees. As a Global Customer Experience Analyst, you will have the opportunity to work with a talented team of professionals who are passionate about delivering exceptional customer experiences. You will also have access to training and development programs, including workshops, webinars, and conferences, to help you stay up-to-date with the latest industry trends and best practices.

Work Environment and Company Culture

blithequark is a dynamic and innovative company that values diversity, inclusion, and teamwork. Our company culture is built on a foundation of respect, empathy, and open communication, and we strive to create a work environment that is collaborative, supportive, and fun. We believe in recognizing and rewarding our employees' contributions and achievements, and we offer a range of benefits and perks to support their well-being and career growth.

Compensation, Perks, and Benefits

blithequark offers a competitive salary and benefits package, including medical, dental, and vision insurance, 401(k) matching, and paid time off. We also offer a range of perks, including flexible working hours, remote work options, and professional development opportunities. Our goal is to create a work environment that is supportive, inclusive, and rewarding, and we are committed to helping our employees achieve their career goals and aspirations.

Conclusion

If you are a motivated and customer-focused professional with a passion for delivering exceptional customer experiences, we encourage you to apply for the Global Customer Experience Analyst role at blithequark. This is an exciting opportunity to join a dynamic and innovative company that is committed to advancing patient care and improving the lives of people around the world. With a competitive salary and benefits package, a supportive and inclusive work environment, and opportunities for career growth and development, blithequark is the perfect place to take your career to the next level. Apply now to join our team and become a part of our mission to deliver exceptional customer experiences and improve the lives of people around the world.