Customer Care Advocate

Job Summary

The Customer Care Advocate manages medical order intake, customer communication, and delivery tracking at Zipline's Muhanga Distribution Center. This advocate prioritizes urgent requests for blood, vaccines, and essential medicines, aligns order fulfillment with Good Distribution Practices, coordinates with Flight Operations, and handles inquiry escalations.

Key Roles & Operational Responsibilities

1. Medical Order Intake, Prioritization & GDP Compliance

• Order Processing: Intake customer orders across approved platforms and Zipline’s order management system, capturing complete clinical and delivery details.
• Triage & Urgency Assessment: Utilize medical judgment to prioritize urgent orders (blood products, emergency vaccines, lifesaving therapeutics) over routine fulfillment, escalating operational constraints when needed.
• Good Distribution Practices (GDP): Apply GDP and inventory control standards to guarantee accurate product selection, batch verification, and compliant distribution.

2. Operational Coordination & Customer Advocacy

• Inter-Departmental Alignment: Coordinate closely with Warehouse teams and Flight Operations to track order status, payload constraints, and dispatch schedules.
• Proactive Status Updates: Monitor live autonomous flights and provide healthcare providers with clear, timely communication regarding ETA changes, delays, or service disruptions.
• Issue Resolution: Manage incoming calls, chats, and operational inquiries; categorize feedback; document resolutions; and contribute insights to continuous service improvement initiatives.

Foundational Capabilities & Prerequisites

Required Educational Background & Qualifications

• Educational Baseline: Bachelor’s degree in a medical or healthcare field (e.g., Nursing, Pharmacy, Laboratory Science, Clinical Medicine, Public Health, or equivalent).
• Healthcare Systems Context: Working knowledge of Rwanda’s healthcare delivery network, medical terminology, and the impact of rapid distribution on clinical outcomes.
• Health Commodity Familiarity: Knowledge of essential medical commodities, blood products, vaccines, cold-chain items, and nutritional supplements (animal health knowledge is an asset).
• Work Authorization & Mobility: Must hold the legal right to work in Rwanda and be willing to relocate to Muhanga for on-site shift operations.

Desirable Technical Skills

• Familiarity with healthcare inventory or logistics platforms such as eVLMIS, BBMS (Blood Bank Management System), or SAP.

What Zipline Offers

• Purpose-Driven Work: Direct impact on patient outcomes, emergency healthcare, and expanding life-saving medical access across Rwanda.
• Global Tech Exposure: Frontline experience inside the world's leading autonomous drone logistics enterprise.
• Collaborative Culture: Inclusive, high-growth environment focused on first-principles problem-solving.

Skills Required:

• Health / Medical