[Hiring] Onboarding Coordinator @ANTAGENE

Role Description

The Customer Support Onboarding Coordinator delivers on the Antech Customer Service Vision of unwavering commitment to empathetic and caring veterinary diagnostic support. This role is responsible for providing coordination of onboarding, installation, and training activities for both reference lab and in-house diagnostic customers. The Onboarding Coordinator is responsible for coordinating new customer acquisitions and implementations alongside the commercial team and is also responsible for the coordinated management of new customer onboarding focusing on the site-surveys and activities inherent to the commercial close through technical installation and implementation, training and post-implementation relationship building activities. This role is pivotal in the delivery of optimal customer experience with regards to both reference lab and in-house diagnostics products and services.

Essential Duties and Responsibilities

• Project managing the deployment of customer onboarding in partnership with the field support specialists team, sales, PIMS integration team, and technical services.
• Accountable coordinator to ensure all functional tasks are completed and delivered by the responsible teams.
• Coordinates planning and scheduling of Reference Lab Onboarding and In-House Diagnostics Installations.
• Acts as primary contact with customers to coordinate installation project implementation from beginning to end.
• Interfaces with internal and external resources to meet established schedules.
• Ensures and measures customer satisfaction throughout the onboarding process.
• Reviews assigned sales orders for customer contact information, required product delivery, and order accuracy verification.
• Maintains overall oversight on changes during the process and adjusts accordingly.
• Gathers and compiles pre-install information used in each following stage of the project.
• Works closely with Leadership Team, Sales Team, Logistics, Freight, Field Specialists, and Customer.
• Maintains the installation calendar reflecting all activities of the Field Specialists.
• Schedules installations and service calls to minimize company costs for travel and accommodations.
• Ensures all data related to an installation or repair case is promptly and accurately recorded in CRM.
• Has working knowledge of the multi-disciplinary functions involved in a company’s commercial process.

Qualifications

• Vet Tech, Vet Nurse, Vet Assistant, or DVM with relevant veterinary practice experience required.
• 5+ years of product or customer facing experience required.
• Experience managing customer technical or commercial support is essential.
• Clear understanding of stages customer commercial and technical onboarding.
• Versed in both reference lab and in-house diagnostic technologies preferred.

Knowledge, Skills and Abilities

• Excellent project management skills; can prioritize multiple tasks and goals.
• Good interpersonal, verbal communication and influencing skills.
• Strong written communication skills.
• Good business presentation skills.
• Good negotiation skills.
• Good judgment and decision-making skills.
• Works well within teams and is effective in collaborating with others.
• Effectively resolves conflicts between individual needs and organizational requirements.
• Demonstrates the ability to analyze complex situations and proactively identify opportunities/issues.

Travel

Travel requirements could be up to 30% of the time with peaks and valleys throughout the year.

Working Conditions

The associate is regularly required to apply manual dexterity, including hand/wrist flexibility, for computer keyboarding. The associate frequently is required to sit for extended periods of time, stand, walk, and reach with hands and arms. The associate is frequently required to hear and speak in order to use the telephone, make presentations and communicate with people in an office or virtual environment. The associate is occasionally required to sit and stoop, bend, kneel, or crouch. The associate must occasionally lift and/or move up to 15 pounds.

The associate will primarily work in a typical office environment or a remote home office. The noise level in the work environment is usually moderate. The associate will be required to use a computer, spreadsheets, database management, email, video conferencing and the Internet. The associate is frequently required to use a calculator; fax, copy machine, and phone system. The associate must occasionally use media equipment such as an overhead projector, PowerPoint, and Microsoft Teams. Environment where pets are present.

Benefits

• Paid Time Off & Holidays
• Medical, Dental, Vision (Multiple Plans Available)
• Basic Life (Company Paid) & Supplemental Life
• Short and Long Term Disability (Company Paid)
• Flexible Spending Accounts/Health Savings Accounts
• Paid Parental Leave
• 401(k) with company match
• Tuition/Continuing Education Reimbursement
• Life Assistance Program
• Pet Care Discounts