Customer Order Representative

Job Title: Sr. Customer Order Representative

Pay Rate: $29/Hr

Duration: 9 Months

Location: Irvine, CA (Hybrid - 3 Days Onsite: Mon, Tues, Wed, 2 Days Remote a Week)

Work schedule: First 6 months - 8 am - 4:30 pm | 7 months onward - 6:30 am - 3 pm

We are looking for a Sr. Customer Order Representative

Our Senior Representatives will deliver excellent customer service to customers with elevated expectations! You will support our customers by instilling trust, driving results, and staying patient-focused! The ability to change hats and work as a team and independently is essential to success. You are the first point of contact and will own the customer experience from start to finish. Each interaction will require the ability to follow our processes with speed and accuracy. We are a performance-based organization that rewards diligent workers.

• Use of a case management system to manage customer contacts and order details with razor-sharp accuracy.
• Proactively track, resolve, and escalate orders or cases in alignment with service excellence standards.
• Place and monitor orders via phone, fax, and email for hospital and sales rep customers.
• Orders translate to new orders, Returns, Billing, Inventory adjustments, reconciliations, and FCAs/Recalls.
• Own it! Proactively communicate backorders, order status, product availability, and missed deliveries.
• Resolve complex issues via root cause analysis investigation, proposal of resolution, and resolution implementation with limited intervention.
• Prioritize high work volumes from phones, email, case management, and faxes.
• Become an SME (Subject Matter Expert) who can coach and train others.
• Systematically process and transact consignment conversions & reconciliations.
• Perform basic data analysis and generate reports for Sales, Customers, and the Consignment Team.
• Process customer returns and coordinate with Inventory Teams to ensure product is received.
• Complete customer credits following the documentation guidelines under SOX key controls.
• Communicate regularly with Supply Chain Planning for inventory availability.
• Perform at a level to meet and sustain department metrics and expectations.

Requirements:

• H.S. Diploma is required.
• Minimum of 4 years of Customer Service Experience.
• Excellent written and verbal communication, interpersonal, and relationship-building skills with a focus on negotiating and persuasion.
• Ability to work in a demanding environment.
• Excellent Customer Service skills with the ability to negotiate and resolve demanding situations.
• Hospitality industry and customer-facing experience are ideal, but open to call centers.
• Ability to build and maintain strong relationships across the organization to influence and achieve objectives.
• Strong Time Management Skills with the ability to prioritize competing objectives.
• Must be able to work in a team environment with minimum supervision, this includes inter-departmental and cross-departmental business partners.
• Demonstrates problem-solving and critical thinking skills.
• Proficient in MS Office Suite.
• Experience with ERP software.
• Ability to manage confidential information with discretion.
• Strict attention to detail.

Preferred Qualifications:

• Bachelor’s degree is preferred (BA/BS degree is necessary to promote within the organization)
• Salesforce experience or CRM experience
• Proficient in JDE (ERP Software)