Customer Experience Specialist - West Coast

Who We Are:

Marketlab is a market leading healthcare solutions organization specializing in the design, manufacturing, and sourcing of private label products. It’s our mission to provide our healthcare partners timely solutions with a straightforward approach based on knowing them and their work. Every day we strive to positively impact the lives of the people who in turn impact the health and wellness of our communities. 

Based in Grand Rapids, Michigan, Marketlab’s success is built upon a foundation of collaboration, innovation, and the belief that every team member plays a vital role in creating an exceptional customer service experience.

The Opportunity:

The Customer Experience Specialist helps all of Marketlab's loyal customers get their questions answered and inquiries resolved. Our Customer service is outstanding because this position is consistently seeking to exceed expectations and deliver the best.

Duties and Responsibilities:

• Consistently exceed all customer expectations.
• Respond to incoming inquiries on orders, product, and pricing with a focus on First Call Resolution.
• Resolve all customer complaints/issues with a sense of urgency
• Multi-task across multiple platforms and conversations, prioritizing phone calls
• Thorough communication with internal partners and customers

Competencies:

• Communication: Demonstrates strong written and verbal communication skills as well as an ability to review and respond to customer inquiries with a high sense of urgency.
• Execution: Able to take internal and external customer requests through all steps of the resolution process while keeping the customer and stakeholders informed.
• Initiative: Able to guide themselves through daily tasks with little guidance or instruction.
• Teamwork: Positively collaborates with coworkers and customers towards accomplishing shared goals
• Attention to detail: Pays attention to detail in all of their tasks and communications.
• High-Level Customer Service Ability : Focuses on the customer’s needs and servicing the customer to the highest standard.

What You’ll Need:

• One or more years of related experience and/or training in an office environment.
• Self-directed in completion of daily work and the ability to multi-task.
• Ability to communicate effectively and professionally with external customers and/or co-workers (internal customers).
• Proficient in using Microsoft Office (Word, Excel, Outlook).

Why Join Us?

• Be part of a company dedicated to positively impacting the healthcare industry.
• Work in a collaborative and innovative environment that values every team member's contributions.
• Opportunity to drive best-in-class product development and create meaningful solutions for our healthcare partners.

Benefits: 

• Paid parental leave 
• Scholarship reimbursement 
• 401k match
• Benefits effective day one of employment
• Paid short term disability leave
• Flexibility with work from home
• Generous PTO policy that starts on day one
• Paid holidays 
• Health and wellness program
• Employee discount program within our family of companies