Customer Experience Liaison

Description

Status Full-time, Salary, Exempt  

Department Customer Operations 

Location Tempe, AZ/Hybrid

Reports To Director of Customer Experience 

Travel < 10%

Position Summary

The Customer Experience Liaison delivers best-in-class customer service and operational support to both internal and external customers of GT Medical Technologies. This role regularly interacts with physicians, hospital administrators, and, at times, patients or their caregivers.

Working cross-functionally with teams across the organization, particularly Sales, this position plays a key role in supporting customers and helping manage day-to-day business operations. The ideal candidate is detail-oriented, proactive, and thrives in a fast-paced, hands-on environment.

The Customer Operations Liaison supports the Customer Operations team by executing a variety of responsibilities, including customer service, training support, and administrative processes, all while ensuring accuracy, efficiency, and a positive customer experience.

Job Duties/Responsibilities

• Supports the Director of Customer Experience with related tasks and projects.
• Collaborate cross-functionally with internal teams to process and fulfill customer orders.
• Coordinate and execute customer order logistics to ensure timely and accurate delivery.
• Supports vendor relationships and associated exercises.
• Executes order and business-related activities within the CRM, ERP and Finance systems.
• Support customer onboarding and training to ensure a smooth and positive experience.
• Respond to customer inquiries and help resolve or escalate issues as needed
• Serves as a liaison for the Patient Navigator Program, supporting coordination, communication, and overall patient experience.
• Support hospital credentialing activities for consultants and key staff.
• Assist with Value Analysis Committee (VAC) requests and documentation. 
• Supports Accounting operations, including month-end close, invoice reconciliation, and related financial activities.
• Maintains updated product knowledge and processes. 
• Contribute to a positive, collaborative team environment.
• Embodies the Company’s purpose and shared values, building a positive and productive team culture.
• Comply with Company policies and procedures.
• Authorized to access employee and/or patient PHI and ePHI only as needed for job-related functions.
• Other duties as assigned.

Requirements

• BA/BS in Business Administration, Communication, or relevant degree or equivalent work experience in medical device industry.
• 2+ years of previous customer service experience. 
• Strong problem solving and the ability to think on your feet in the spur of the moment.  
• Excellent organizational and multitasking skills.
• Detail-oriented.
• Ability to maintain composure in stressful situations. 
• Ability to manage multiple projects, competing deadlines and effectively prioritize work. 
• Strong analytical and excel capabilities. 
• Hands-on employee with the ability to function well in a start-up environment.
• Strong compliance to HIPAA requirement
• Excellent written and verbal communication skills.
• Highly proficient in using Microsoft office programs (Word, Excel, Outlook, and PowerPoint).
• Proficient in using Microsoft office programs (Outlook, Word, and Excel).
• Proficient in using the Internet.
• Willingness to work a flexible schedule. 
• Able to travel for work as needed.
• Satisfactorily pass comprehensive background screening. 
• Satisfactorily pass drug screening (if applicable to position).

Physical Demands/Working Conditions

• Typical work environment for a professional office or home office space.
• May work in a variety of environments (hotel, events, offices, etc.)
• Largely a stationary role with some moving from place to place.
• Constant use of a computer, keyboard, mouse, monitor and other office equipment.
• Occasionally picks up, carries, and moves items up to 50 lbs.
• Some evening and weekend work depending upon workload.
• Some overnight travel may be required for work, events, and trainings.