Data Operations Coordinator

Milwaukee, WI | Full Time

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 Data Operations Coordinator role, you will serve as a critical component in customer satisfaction and loyalty as you respond to supplier and provider inquiries and requests through phone, email, and other electronic means. You’ll provide level 2 support to customers on a variety of items, including data updates, data analysis/troubleshooting and advising on how to best utilize the system.  This role will provide feedback as well as execute on process improvement initiatives that drive improved customer satisfaction.  

Skills Needed:

• 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.
• Demonstrates Composure – Manages stress and pressure gracefully, maintaining professional maturity at all times. Stays calm in the face of resistance or surprises, practicing self-control to ensure a professional response.
• Shows Resilience – Bounces back from setbacks, growing stronger with each challenge. Stays confident under pressure, keeping a positive outlook. Relentlessly pursues goals with determination.
• 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.
• Intermediate knowledge using Microsoft Excel.
• Demonstrated experience writing, maintaining, and updating queries.

What You’ll Do and Impact: 

• Input, audit and maintain product and customer information in the database according to requests received through ticket requests.
• Respond to customer requests and issues by using in-house built tools and direct SQL to input, audit and maintain product and customer information.
• Communicate with customers, when needed, to clarify requirements of requests.
• Identify and resolve production related errors.
• Validate all information received to ensure accuracy and communicate completion of tasks.
• Perform responsibilities in accordance with our service level agreements.
• Maintain and revise procedural lists, customer information and coding schemes to process tasks. 
• Monitor online database access feeds to ensure that data is being accepted within the DSSI system.
• Perform projects and tasks as assigned by the Manager of Operations. 

Experience:

• Associate’s degree with a technical background or equivalent experience
• Data management experience

Additional Items of Interest:

• Bachelor’s degree
• Experience with Ticketing Software such as Zendesk
•  1+ year of SQL experience, including the ability to write, maintain and run queries
•  Advanced knowledge using Microsoft Excel
•  1+ year(s) of customer Service Experience especially fielding request via email or chat