What are the responsibilities and job description for the Senior Customer Service Representative - LOCAL APPLICANTS ONLY position at Planet Pharma?
ONLY LOCAL APPLICANTS WILL BE CONSIDERED
Job Posting: Senior Customer Service Representative
Location: Irvine, CA (Hybrid – Mon, Tue, Wed Onsite)
Type: 9-Month Contract (Potential for extension or permanent conversion)
Training: 3–6 Months
Pay: $25/hour W2
Who We Are:
We are a performance-based organization that rewards diligent workers and prioritizes a patient-focused approach. Our Senior Representatives are the first point of contact, delivering white-glove service to customers with elevated expectations. If you are a proactive problem-solver who loves to "own" the customer experience from start to finish, we want to hear from you.
The Opportunity:
You will support our primary customers—hospitals and sales representatives—by instilling trust and driving results. This role requires the ability to switch hats quickly, working both independently and as part of a collaborative team. You won't just take orders; you will manage the entire lifecycle of the customer journey, ensuring "razor-sharp" accuracy in a fast-paced environment.
The Schedule:
- During Training (Months 1–6): 8:00 AM – 4:30 PM PST
- After Training: 6:30 AM – 3:30 PM PST
- Hybrid Setup: Onsite in Irvine every Monday, Tuesday, and Wednesday.
Responsibilities:
- Own the Experience: Proactively manage and track orders, returns, billing, and inventory adjustments via phone, fax, and email.
- Communication: Act as a Subject Matter Expert (SME), proactively communicating backorders, product availability, and missed deliverables.
- Problem Solve: Conduct root-cause analysis on complex issues and implement resolutions with limited intervention.
- Data Integrity: Use case management systems and ERP software to process consignment conversions, reconciliations, and SOX-compliant credits.
- Collaborate: Work closely with Supply Chain Planning and Inventory teams to ensure seamless product flow and service recovery.
Qualifications:
Top Must-Haves: Confident communication, proactive initiative, expert problem-solving, and high-level professionalism.
- Experience: Minimum 4 years of Customer Service experience (Call Center, Hospitality, or Medical Device background preferred).
- Education: H.S. Diploma required; Bachelor’s degree preferred (and required for future internal promotion).
- Technical Skills: Proficiency in MS Office Suite and experience with ERP software (JDE preferred). Experience with Salesforce or other CRMs is a plus.
- Mindset: You don’t just "try to be careful"—you use system checks and verification steps to ensure accuracy under pressure.
- Adaptability: You show comfort in a changing environment and possess a growth mindset.
Salary : $25