Location: New York,NY, USA
**Customer Delivery Experience Lead**
at Capsule New York, NY Capsule is rebuilding the $425 billion pharmacy industry from the inside out with an emotionally resonant experience and technology that enables customized outcomes for patients, doctors, hospitals, insurers, and manufacturers. We are laser focused on creating the best healthcare experience for our customers and driving meaningful value and better outcomes for every participant in the healthcare system. Capsule has raised over from the best healthcare and technology investors in the world to pursue our mission of building a pharmacy that works for everyone. Our values are: and . People succeed in our culture when they are intensely focused on our customers, are energized by accomplishing ambitious goals, and push themselves and their teammates to be better. We work hard to teach and share our successes to help one another be successful. We anticipate our teammates needs and communicate early and often, using the input of our peers to operate both fast and right. We have tremendous ambitions and a lot of fun pursuing them if that excites you, wed love to have you join us.
**About the Role:**
As a Customer Delivery Experience Lead, you will partner with our pharmacy operations, logistics, and other teams to ensure a frictionless and delightful delivery experience for our customers. You will be the primary point of contact between Logistics, Pharmacy Experience , and Pharmacy Operations teams across the nation while orders are in transit.
Triage delivery related issues and resolutions, customer inquiries, and information updates.Be a subject matter expert in final mile logistics and customer support.Assist logistics teams in new markets as they scale in management of order volume and geographic territory.Test and support the development and implementation of new logistics protocols and procedures.Manage all communication with internal teams (Pharmacy Experience and Operations) and external stakeholders to ensure a seamless delivery experience .
**About You:**
You take pride in enabling the best work of others on the team. You think ahead to anticipate the needs of your teammates and you give and get all the facts making it easy for others to make decisions.You drive results in a way that makes everyone better. You accomplish ambitious objectives while uplifting the team around you. You're a magnet for team members looking to get better and be successful.You work hard and want to have fun while you do so. You celebrate wins and remember to enjoy the journey as we build something iconic.You can work both fast and right and don't view them as trade-offs. You understand when things require precision and accuracy and where 80% gets you to the desired outcome.You thrive on being pushed and challenged. You communicate effectively both in written form and live / on your feet - you are not fazed by tough questions in the moment. You strike the right balance of putting enough work in to share something, but not going off into a corner for weeks at a time to polish something to perfection.You operate like an owner & expect others to as well. You take personal responsibility and value personal responsibility in others. You check your ego at the door. You are interested in finding the right answer vs. always having the right answer. Facilitate our delivery experience by proactively monitoring and supporting processes to meet Capsules specifications and commitment to excellence.
* Support the team with any customer escalations that need special resolution
* Monitor all metrics and queues to keep resolution times within SLA, and provide the best customer experience
* Ensure excellent customer service by proactively monitoring on time delivery , coordinating rescheduled orders along with the Dispatch team
* You thrive on being pushed and challenged. You communicate effectively both in written form and live / on your feet - you are not fazed by tough questions in the moment.
**Requirements:**
* You have 1-3 years of supervisory experience in a customer focused role preferably within an Operations/Logistics environment.
* You have a strong service mindset and thrive in a fast-paced environment.
* You are passionate about providing an excellent customer experience .
*Capsule is committed to hiring the best team possible to build a pharmacy that works for everyone. We have a diverse set of problems to solve, and believe that we need a diverse set of perspectives to deliver the best possible solutions to those problems. We look for talent from a wide range of backgrounds - including but not limited to - race, age, sexual orientation, gender identity and expression, national origin, religion, disability, and veteran status.*
**Voluntary Self-Identification**
For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely **voluntary**. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.
As set forth in Capsules Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.
Gender Gender Gender
Please identify your race Please identify your race Please identify your race
If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:
A disabled veteran is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.
A recently separated veteran means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.
An active duty wartime or campaign badge veteran means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.
An Armed forces service medal veteran means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.
Veteran Status Veteran Status Veteran Status
Form CC-305
OMB Control Number 1250-0005
Expires 05/31/2023
**Voluntary Self-Identification of Disability**
We are a federal contractor or subcontractor required by law to provide equal employment opportunity to qualified people with disabilities. We are also required to measure our progress toward having at least 7% of our workforce be individuals with disabilities. To do this, we must ask applicants and employees if they have a disability or have ever had a disability. Because a person may become disabled at any time, we ask all of our employees to update their information at least every five years.
Identifying yourself as an individual with a disability is voluntary, and we hope that you will choose to do so. Your answer will be maintained confidentially and not be seen by selecting officials or anyone else involved in making personnel decision