Senior Customer Service Representative

Senior Representative, Customer Service

$24 - $25 per hr

Irvine CA - Hybrid 3 days per week onsite and 2 days WFH (MUST BE LOCAL)

9 month extendable CONTRACT

Basic Requirements:

• H.S. Diploma is required

• Minimum of 3 years Customer Service Experience

• MUST HAVE call center style experience

• Excellent written and verbal communication, interpersonal and relationship building skills with focus on negotiating and persuasion

• Ability to work in a demanding environment

• Excellent Customer Service skills with ability to negotiate and resolve demanding situations

• Ability to build and maintain strong relationships across the organization to influence and achieve objectives

• Strong Time Management Skills with 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 within an 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)

? Salesforce experience or CRM experience

? Proficient in JDE (ERP Software)

Responsibilities:

• Use of case management system to manage customer contacts and order detail with razor sharp accuracy

• Proactively track, resolve, and escalate order 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 deliverables

• 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 a SME (Subject Matter Experts) who can coach and train others

• Systematically process and transact consignment conversions & reconciliations

• Perform basic data analysis and generate reports for Sales, Customers, and Consignment Team

• Process customer returns and coordinate with Inventory Teams to ensure product is received

• Complete customer credits following 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