Senior Customer Care Representative

This is a fully remote position, open to applicants in Florida, +3 more states.

📋 Description

• Assists new employees with continuous training that includes in-depth product and process knowledge, telephony soft skills, and proficiency in new software.

• Provides support to the customer care team across various channels regarding customer inquiries related to order management, product substitution, returns, and custom bracing through Outlook, eCommerce, and Electronic Data Interchange (EDI), while ensuring adherence to On-Time In Full (OTIF) Service Level Agreements (SLA’s).

• Regularly achieves or surpasses productivity benchmarks such as overall accuracy, SLA maintenance, and advanced management of backorders and backlog orders, facilitating timely order fulfillment.

• Acts as a liaison between customer care and other business partners, including production planning, supply chain, logistics, distribution centers, and product management.

• Ensures quality assurance in areas such as pricing, approvals, and accuracy while overseeing customer returns.

• Utilizes a fundamental understanding of human anatomy to deliver quality orthopedic solutions that enhance patient care and keeps product knowledge current.

• Promotes process improvements by identifying gaps and collaborating with various departments to create a seamless customer experience.

• Advocates for the customer's experience by managing urgent issues and providing customized solutions.

• Completes the required annual Health Insurance Portability and Accountability Act (HIPAA) training and strictly adheres to healthcare privacy regulations.

• Oversees special projects and assignments from the leadership team, executing them effectively and efficiently in support of departmental and company objectives.

• Maintains professional behavior in all internal and external relationships that positively influence the company's reputation and comply with its policies and practices.

• Demonstrates accountability and commitment to embodying Breg’s cultural beliefs and achieving the company’s key results.

• Promotes Breg's culture within the organization using established tools such as storytelling, focused feedback, and recognition.

• The performance in this role aligns with a culture of commitment and accountability, adhering to the principles of: See it, Own it, Solve it, and Do it.

• Collaborates with cross-functional teams to enhance patient care and business solutions.

⛳️ Requirements

• An associate degree or an equivalent combination of education and experience is preferred.

• A minimum of 5 years of customer service experience in a customer care role is required.

• Experience in a senior customer care position is preferred.

• At least 4 years of experience with Enterprise Resource Planning (ERP), Customer Relationship Management (CRM), eCommerce, remote telephony platforms, logistics, and a manufacturing background is required.

• A foundational understanding of human anatomy related to orthopedic bracing is required.

• Proficient in computer use, including web browsing, internet searching, MS Outlook, Word, and PowerPoint.

• Technical competence includes the ability to learn new software and systems.

• Experience with Oracle, CRM, and Power Business Intelligence (BI) is preferred.

• Advanced skills in website navigation and selling are required.

• A passion for innovation and a commitment to Breg’s mission of Keeping Moving Forward is essential.

🏝️ Benefits

• Comprehensive Benefits: Medical, dental, vision, disability, and life insurance, effective from the first of the month following hire.

• Work-Life Balance: Paid Time Off (PTO) and company-paid holidays.

• Growth & Development: Opportunities for professional advancement within a company that values your contributions.

• Commitment to Diversity & Inclusion: Breg is proud to be an Equal Employment Opportunity employer, fostering a diverse and inclusive workplace.