Internal Support Operations Specialist

Impilo Health

Location: Philadelphia, Pennsylvania

About Us : Impilo Health is an innovative logistics and technology organization based in Philadelphia, committed to revolutionizing healthcare delivery. We leverage cutting-edge technology and advanced logistics solutions to improve access to medical supplies and services, with a focus on underserved communities.

Job Overview: We are seeking an energetic, detail-oriented Internal Support Operations Specialist to play an integral role, closing the gaps between customer support and warehouse operations.

Responsibilities:

• Manage all support operations related to e-commerce store
• Work closely with procurement operations team to ensure orders are fulfilled in a timely manner
• Maintain online Shopify account
• Create / Manage support tickets related to inbound inquiries, orders, returns, address confirmations, and delivery issues (claims)
• Main point of contact for accounts team for questions related to orders
• Creation and maintenance of inventory - ensuring customer order options match physical inventory and operations kit guides
• Work with warehouse manager for customer inventory control and management, ensuring accuracy and minimizing discrepancies
• Monitor customer returns to minimize claims and increase refurbishment turnaround time
• Perform root cause analysis for internal mistakes related to customer shipments (e.g. shipped wrong product, missed SLA in shipment time)
• Develop reports for open RMAs against physical receipts
• Work with operations and support teams to coordinate and track device claims
• Develop reports for open claims to ensure resolution
• Minimize customer and Impilo liability for lost devices

Qualifications:

• Experience working in supply chain management or related field
• Understanding of the healthcare industry
• Understanding of warehouse and fulfillment operations, inventory management, and logistics
• Experience working in a fast-paced, team-oriented environment
• Experience with e-commerce fulfillment and management
• Experience in customer service

Skills:

• Process improvement
• Problem-solving and decision-making
• Data analysis and reporting
• Health and safety management
• Strong communication and interpersonal skills
• Time management and organization

Experience:

• 3-5 years of experience in supply chain
• Experience with medical supplies or pharmaceuticals storage and handling is preferred
• Track record of implementing efficiency improvements in warehouse operations
• Familiarity with FDA regulations and GMP standards is a plus

Education:

• Bachelor's degree in Logistics, Supply Chain Management, or related field

Benefits:

• Comprehensive health, dental, and vision insurance
• Opportunity to make a significant impact on healthcare through efficient logistics

Impilo Health is an equal opportunity employer. We value diversity and are committed to creating an inclusive environment for all employees.