Product Content Specialist

Position Summary:

Direct Supply is building the future of healthcare technology with industry-leading products, solutions and platforms to help improve the lives of millions of seniors and those who care for them.

In the Product Content Specialist position, you’ll support the sales team by managing pre-order requests to drive efficiency and sales growth. As the primary liaison between the sales team and suppliers, you’ll be responsible for gathering detailed product information for customers. Additionally, you will ensure supplier data compliance and enhance data integrity within the assigned segment team.

What You’ll Do and Impact:

• Respond to multiple pre order requests over the phone or through email with internal and external customers and suppliers. 
• Manage and close ZenDesk requests in accordance with established goals. 
• Provide exceptional customer service to internal and external customers through a focus on quality and timeliness of resolution for a designated product segment. 
• Identify frequent problems occurring with products and suppliers and follow-up with supplier and escalate to Sourcing when needed. 
• Train supplier partners on maintenance processes of master data, hold them accountable to established contracts and escalate to Sourcing when needed. 
• Provide backup coverage for [team, department, customer care], when needed. 
• Maintain expertise within a designated product segment and train internal AI tools to answer seller questions directly. 
• Analyze data to resolve anomalies, establish trends and develop strategies for resolving. 
• Ensure the visibility and operability of all product information (images, copy, videos, etc.) in all internal and external downstream systems (website, sales tools, etc.). 
• Optimize product data to maximize search engine results and effectively communicate the functions, features, and differentiators of Direct Supply products to its various customer segments.

Competencies & Skills Needed:

• Delivers Results - Seizes new opportunities and tackles challenges head-on with urgency. Takes initiative and consistently hits goals. Zeroes in on key priorities for results. Drives progress through uncertainty and moves others to action. 
• Solves Problems - Uses technology and sharp logic to craft inventive solutions to complex issues, digging deep to tackle root causes. Conducts impartial analysis, leaving no stone unturned for comprehensive insights. 
• Provides Customer Value - Delivers cutting-edge, tech-driven solutions paired with outrageous customer service with an eye to profitability. Seizes opportunities that reward both the customer and DS, fostering robust customer relationships. 
• Communicates Effectively - Develops and delivers impactful communications for diverse audiences across channels. Excels in both small and large group interactions. Captures attention, actively listens, and guides discussions towards targeted goals. 
• Optimizes Work Processes - Streamlines workflows by harnessing data, AI, and technology. Identifies opportunities for efficiency and incorporates new processes and technology. Defines new success measures.

Experience:

• Bachelor’s degree in product information management, product marketing, merchandising or related business field 
• 0-3 years previous Customer Service experience