Customer Service Analyst

Description

Monaghan Medical Corporation (MMC) is a global leader in the development of innovative, high quality, patient-oriented drug delivery devices and respiratory products. MMC supplies respiratory products to hospitals across the United States. Monaghan’s mission is to provide patients and caregivers with the most advanced, therapeutic, and cost-effective product solutions available. Our strength lies in product development, complimented by a state-of-the-art aerosol research laboratory, which has earned MMC numerous industry awards and customer loyalty. As a lead er in the respiratory care industry, we are looking for a Customer Service Analyst to join our growing team and embody our core values of Respect, Integrity, Patient First, Trust, Innovation and Duty. 

Job Summary

The Customer Service Analyst will help ensure the delivery of world class customer service. This role involves managing customer complaints and escalations, documenting processes, CRM validation testing, and producing reports to monitor key performance indicators (KPIs). Additionally, the position is versed in Customer Service procedures and can train, facilitate, and collaborate on processes to achieve department objectives.

Requirements

Key Deliverables:

Customer Service Analysis

· KPI Monitoring and Reporting to compile, analyze, and present reports on KPIs to monitor service performance. Identify trends and provide actionable insights to improve metrics. 

· Complaint and Escalation Management to administrate customer complaints and escalated calls with professionalism, ensuring timely resolution in line with company policies and ISO 13485 regulatory requirements.

Communication

· Field written & verbal communications in following areas to bring resolution of customer concerns while maintaining dialogue to meet target audience expectations. 

o Function, purpose, and design of Monaghan Medical products

o Pricing, distribution & marketing of Monaghan Medical products

Technical Skills 

· Processing customer service functions in Great Plains, such as compute pricing, prepare & process sales orders, credits using Microsoft Office products.

· Documentation processing using Electronic Data Interface (EDI) 

Customer Service

· Maintain high customer experience standards for internal & external customers.

Qualifications

· Bachelor’s degree in Business Administration, Healthcare Management, or a related field preferred.

· With a minimum of 3 years experience in customer service and compliance management. Ideally in the medical device or healthcare industry. 

· Must have strong analytical skills with experience in KPI reporting.

· Knowledge of regulatory standards related to respiratory medical devices is an advantage

· Proficiency in CRM software and reporting tools (e.g., Dynamics 365, Luware/Nimbus, Excel, etc.), Power BI preferred.

Why Join Monaghan Medical Corporation?

· Have Influence: Be part of a mission-driven company that is improving the lives of patients who rely on respiratory care products every day.

· Culture of Excellence: We are committed to building a culture of excellence, one where our values guide everything we do. We believe in fostering a positive and collaborative environment that empowers our team members to succeed.

· Comprehensive Benefits 

o Health, Dental, and Vision insurance with deductible reimbursement plan 

o 401k plan with company match and 100% vesting on day one.

o Vacation and Sick time.

o Wellness initiative & Health Assistance Resources

o Life Insurance

o Short- and Long-Term Disability Benefits

o Health Saving Account (HSA) Option, Flexible Spending Account (FSA) and Dependent Care Flexible Spending Account (DCFSA)

o Motus Car Allowance program

o Employee Assistance Program (EAP)

o Accidental and Critical Illness Insurance

If you are ready to bring your passion, expertise, and drive to a company that is a leader in healthcare space, we encourage you to apply to become a part of our team at Monaghan Medical Corporation!