Customer Experience Specialist - West Coast

About Us

Marketlab is a market-leading healthcare solutions organization specializing in the design, manufacturing, and sourcing of private-label products. Our mission is to provide healthcare partners with timely solutions through a straightforward approach based on understanding their work. Based in Grand Rapids, Michigan, Marketlab’s success is built on collaboration, innovation, and the belief that every team member plays a vital role in creating an exceptional customer service experience.

About the Role

The Customer Experience Specialist ensures all of Marketlab's customers receive outstanding support by answering questions and resolving inquiries. This role is key to exceeding customer expectations and delivering the best possible service.

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.
• Maintain thorough communication with internal partners and customers.

Competencies

• Communication: Demonstrates strong written and verbal communication skills and responds to customer inquiries with a high sense of urgency.
• Execution: Takes internal and external customer requests through all steps of the resolution process while keeping stakeholders informed.
• Initiative: Guides themselves through daily tasks with minimal guidance or instruction.
• Teamwork: Positively collaborates with coworkers and customers to accomplish shared goals.
• Attention to Detail: Pays close attention to detail in all tasks and communications.
• High-Level Customer Service Ability: Focuses on the customer’s needs and services them to the highest standard.

Requirements

• One or more years of related experience and/or training in an office environment.
• Self-directed in completing daily work and able to multi-task.
• Ability to communicate effectively and professionally with external customers and coworkers.
• 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 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 options
• Generous PTO policy starting on day one
• Paid holidays
• Health and wellness program
• Employee discount program within our family of companies