Vendor Success Representative at LifeBank

About the job

• The Vendor Success Rep is responsible for ensuring that all customer orders are executed efficiently, accurately, and within defined timelines.
• This role plays a critical part in coordinating dispatch operations, managing vendor relationships, and maintaining strong communication with healthcare facilities to ensure seamless service delivery.

Key Responsibilities

Order Fulfillment & Operations

• Ensure all orders are processed and delivered within the company’s defined timelines.
• Monitor the end-to-end order flow from acceptance to delivery.
• Identify and escalate any delays or fulfillment issues promptly.
• Manage relationships with vendors in the region, including onboarding new vendors and coordinating timely supply.
• Maintain strong working relationships with vendors to ensure consistent service quality.
• Collaborate closely with internal teams to ensure smooth order execution and alignment with operational standards.

Dispatch & Rider Management

• Supervise medical dispatch riders to ensure compliance with operationalstandards.
• Ensure riders are properly dressed, professional, and represent the companywell.
• Enforce consistent use of the Dispatch App for all deliveries.
• Track rider performance, including delivery timelines and app usage.
• Address non-compliance and provide corrective guidance when necessary.

Vendor Management

• Coordinate closely with vendors to guarantee timely supply and fulfillment ofall orders.
• Identify, onboard, and manage new vendors to expand operational capacity and meet growing business needs.
• Monitor vendor performance to ensure compliance with service quality, delivery standards, and company expectations.
• Address and resolve any vendor-related issues promptly to avoid operational disruptions.
• Collaborate with internal teams to align vendor activities with overall operational goals and processes.

Key Performance Indicators (KPIs)

• Percentage of orders delivered within SLA timelines
• Rider compliance rate (app usage, dress code, professionalism)
• Vendor responsiveness and fulfillment efficiency
• Customer (hospital) satisfaction and issue resolution time