Job Description
Position Title: Customer Support Specialist III
Work Location: Indiana, Warsaw
Assignment Duration: 7+ months
Position Summary:
Advanced resource within the Customer Experience team, supporting day-to-day operations and ensuring seamless order processing and customer interactions. This role performs the same core functions as a Customer Experience Associate but with added responsibilities, including providing guidance to team members, resolving escalated issues, and assisting with workflow coordination.
Background & Context:
The Specialist must be able to step into the Associate role as needed to maintain service levels and ensure an exceptional experience for healthcare providers, distributors, and internal stakeholders within a regulated orthopedic manufacturing environment.
Key Responsibilities:
• Perform all duties of a Customer Experience Associate, including order entry, inquiry management, and documentation of customer interactions.
• Act as a resource to Associates, providing support, answering questions, and ensuring adherence to company policies and procedures.
• Serve as a point of escalation for complex or urgent customer issues, coordinating with internal teams such as Sales, Supply Chain, and Quality to resolve quickly.
• Monitor daily workflows and assist with prioritizing incoming requests to maintain service level agreements.
• Participate in training new team members on processes, systems, and customer interaction best practices.
• Assist with reporting and tracking service metrics, identifying trends and areas for process improvement.
• Ensure compliance with regulatory standards and company guidelines in all customer transactions and communications.
• Step into the Associate role during high-volume periods or as needed to maintain team performance and service quality.
• Other duties as assigned.
• This is not an exhaustive list of duties or functions and might not necessarily comprise all of the essential functions for purposes of the Americans with Disabilities Act.
Qualification & Experience:
• Proven ability to handle complex customer inquiries and problem resolution.
• Strong communication skills (verbal and written) with a demonstrated customer-first mindset.
• Experience with CRM and ERP systems (e.g., SAP, ServiceNow) preferred.
• Ability to work independently while supporting team goals and mentoring others.
• High attention to detail and ability to adapt in a fast-paced environment.
• Customer Advocacy
• Leadership Support
• Flexibility & Dependability
• High school diploma or equivalent required; Associate’s or Bachelor’s degree preferred.
• 1–3 years of experience in customer service, preferably in healthcare, medical devices, or other regulated industries.
- For information on benefits, equal opportunity employment, and location-specific applicant notices, click here
At SPECTRAFORCE, we are committed to maintaining a workplace that ensures fair compensation and wage transparency in adherence with all applicable state and local laws. This position’s starting pay is: $ 27.00/hr.