Customer Services Support Operator 4

Ampcus Inc. is a certified global provider of a broad range of Technology and Business consulting services. We are in search of a highly motivated candidate to join our talented Team.

Job Title: Customer Services Support Operator 4

Location(s): Cary, NC
(Remote)

Job Description
We are seeking a Customer Service Coordinator to join the Customer Care Team based in Cary, NC. This role involves working with a diverse, multinational audience across various internal and external stakeholders, including global business lines, country business areas, external customers, field management teams, Customer Care Center, Education Services, CSML, Finance, Services Marketing, Customer Administration, Business Process Engineering (Quality), and Regulatory Affairs.

The position requires strong collaboration and communication skills to effectively engage with these groups and ensure seamless coordination of customer service activities. Building and maintaining strong working relationships with stakeholders is essential to drive operational efficiency and deliver a high standard of customer support.

• You own the E2E planning for the allocation and deployment of field resources in a highly dynamic environment.
• You apply critical thinking skills to ensure the consistent delivery of customer commitments while optimizing the utilization of field resources.
• You own customer communications E2E for all service events.
• You navigate complex discussions with customers when scheduling appointments.
• You manage and apply prioritization logic that aligns with customer commitments.
• You own the deployment of field resources; is the decision maker, coordinates with field management displaying strong influencing & collaborative skills.
• You manage capacity planning to meet cyclical demand ensuring delivery of customer commitments.
• You utilize problem solving skills when reprioritizing activities and resources to meet the requirements of a highly dynamic environment.

• A Bachelor's degree or equivalent experience.
• Good PC skills (MS Office software like Word, PowerPoint, Excel and Outlook).
• Knowledge of SAP is preferred but not required.
• Strong communication skills, both verbal and written, are necessary to effectively communicate with customers, internal partners, and diverse audiences.
• Ability to support complex projects and determine the critical path to improve timely performance is essential.
• Ability to independently perform important areas of standard professional level work that typically requires processing and interpreting more complex, less clearly defined issues.
• Strong organizational and time management skills with exceptional attention to detail is required.
• Ability to function as a Change Agent and successfully exhibit and promote change management, customer focus, and elevated levels of integrity.
• Self-starter, self-motivated, high level of initiative, embraces an ownership culture.
• Customer facing experience is preferred.
• Experience in medical device or healthcare environment preferred.
• Reliable Internet capabilities required.
• 15% Travel annually for continuous training & education.

• Excellent intonation and clear communication with multiple years in customer care experience.
• Preferred: BA degree, conflict management skills, ability to handle difficult conversations, critical thinker, dispatch experience, self-starter.
• Proficiency in Excel, SAP, and Magellan Genesis phone system.

1. Critical thinking.
2. Active listening.
3. Communication, clear and proficiently in English.
4. Empathy and understanding of customer needs.
5. Conflict resolution.

• Support with service engineers and strategic partners.
• Multi-tasking required.
• We are NOT looking for a call center type candidate.
• Candidate should be professional and write their own resume.
• Must be able to work a full 8 or 10 hr shift.
• Must have excellent internet connection and computer skills.
• While position is REMOTE, hours of operation for these roles require working 2nd shifts (3PM-12PM) or 3rd shift position 10:00 PM - 08:00 AM on East Coast Schedule and require working an assigned schedule Saturday and/or Sunday per week.
• Anywhere in U.S. Prefer RDU area.
• Will have to attend Initial 6 weeks of training onsite, then remote/hybrid as needed.

Ampcus is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veterans or individuals with disabilities.