Operations Specialist - TELS Services

Direct Supply - Milwaukee, WI

Full-time - Entry Level

Milwaukee, WI

1,001-5,000 employees

Merchant Wholesalers, Durable Goods

About the position

The Operations Specialist, TELS Services position at Direct Supply serves as the primary liaison between suppliers and customers, focusing on seamless communication and advocating for customer outcomes. This role involves handling customer escalations, collaborating with service providers and internal teams to resolve issues, and engaging in consistent phone-based communication to facilitate successful outcomes. The position emphasizes delivering customer value, effective communication, problem-solving, and embracing change in a dynamic healthcare technology environment.

Responsibilities

• Respond to customer and service provider requests via phone and email, diagnosing needs through effective questioning.
• Act as a customer advocate, managing escalations and collaborating with cross-functional teams to eliminate service delays.
• Set clear expectations for service provider performance, maintaining relationships and ensuring high-quality documentation of actions, SLAs, and expectations.
• Occasionally engage with Regional Maintenance Directors, Executive Directors, and Facility Maintenance Directors to support ongoing operations.
• Contribute to process improvement initiatives, training and mentoring new hires, and participating in special projects as assigned by leadership.

Requirements

• 2+ years of previous customer-service experience
• Experience with ticketing software
• Bachelor's degree strongly preferred

Benefits

• Generous benefit package available