Customer Services Specialist I in Rochester, New York at AeroSafe Global

About AeroSafe Global

At AeroSafe Global, we are reframing the last mile as the first moment of care. We are an integrated healthcare service partner solving the pharmaceutical industry's complex challenges by bridging the gap between cold-chain logistics and the point of care. Our mission is to ensure the integrity and delivery of life-saving medicines to every patient.

About the Role

The Customer Services Specialist I serves as a key point of contact for AeroSafe Global customers and end users, providing exceptional service and support throughout the shipment lifecycle. This position is responsible for monitoring and tracking shipments, coordinating carrier pick-ups, resolving shipment-related issues, facilitating the return of leased assets, maintaining accurate shipment and customer data within company systems, and collaborating across departments to ensure a seamless customer experience and operational excellence.

Salary Range & Benefits

Salary Range: $21.00 - $23.50 hourly, commensurate with experience.

Comprehensive Benefits Package

AeroSafe Global offers a comprehensive benefits package designed to support employees' health, financial well-being, and work-life balance. Benefits include employer contributions toward medical coverage, vision insurance, and a 401(k) retirement savings plan, as well as:

Dental insuranceLife and AD&D insuranceVoluntary benefits, including:Accident InsuranceCritical Illness InsuranceHospital Indemnity Insurance

Responsibilities

Serve as a primary point of contact for customer inquiries via phone, email, and other communication channels.Educate customers on AeroSafe Global programs, products, processes, and services.Build and maintain positive relationships with internal and external customers.Monitor and track customer shipments to ensure timely delivery.Conduct outreach to end users via phone and email to resolve shipment-related issues, answer questions, and provide status updates.Communicate directly with AeroSafe Global customers regarding shipment status, asset recovery, transportation coordination, and service-related inquiries.Schedule and coordinate weekly carrier pick-ups to support the timely return and movement of AeroSafe Global assets.Track, trace, document, and coordinate the retrieval of AeroSafe Global leased assets.Prepare shipping documents and arrange transportation and pick-up services as needed.Maintain accurate shipment records and status updates within AeroSafe Global's Delivery Intelligence Platform, ensuring data integrity, visibility, and timely documentation of shipment activity, exceptions, and resolution efforts.Maintain accurate customer information and activity records within company systems, including Salesforce and other business applications.Partner with Operations, Logistics, Sales, and other internal teams to resolve customer concerns and ensure timely follow-up.Investigate and resolve customer issues while providing a positive customer experience.Proactively identify opportunities to improve customer satisfaction and operational efficiency.Document customer interactions, actions taken, and outcomes in applicable systems.Assist with inventory tracking, asset management, and reporting activities as required.Manage multiple priorities while meeting departmental service level expectations.Support special projects and perform other duties as assigned.

Minimum Qualifications

Physical Requirements

While performing the duties of this position, the employee will frequently be required to:

Sit for extended periods.Use hands and fingers to handle objects, tools, or controls, including repetitive motions.Communicate effectively by speaking and hearing.

The employee may occasionally be required to:

Visual acuityStand and walk.Reach with hands and arms.Bend, stoop, kneel, and crouch.Lift and/or move up to 10 pounds.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position.

Tools & Equipment

ComputerPrinterTelephoneCopier/scannerOther standard office equipment

Work Environment

Normal office, manufacturing and warehouse environment.

Equal Employment Opportunity

AeroSafe Global provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any kind without regard to race, color, religion, age, sex, national origin, disability, genetic information, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by applicable federal, state, or local law.

This policy applies to all aspects of employment, including recruitment, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.