Senior Customer Service Operations Representative

This is a fully remote position, open to applicants in Kentucky, +5 more states.

📋 Description

• Deliver exceptional customer service and enhance operational execution to meet and surpass service levels.

• Oversee customer account activities, which include order fulfillment, managing backorders/substitutes, processing product change requests, and addressing customer inquiries and issues.

• Offer outsourced services related to invoicing, reimbursement, and other areas through effective problem-solving, research, and resolution of disputes.

• Gather and evaluate customer feedback, complaints, recalls, and product returns in collaboration with Quality and Regulatory teams.

• Recognize customer trends and challenges/opportunities to formulate alternatives, enhance operational efficiency, and create new customer prospects.

• Assist in process improvement initiatives pertaining to inventory levels, suppliers, operational performance, cost management, profitability, and customer service.

• Cultivate relationships with stakeholders in Supply Chain, Finance, Operations, Marketing, and Commercial sectors.

• Liaise with customers to discuss their needs, inquiries, and concerns, while troubleshooting equipment issues.

• Handle cases related to reporting, backorders, complaints, and pricing; manage product complaint and incident reporting.

• Aid sales efforts by analyzing account histories and coordinating internal resources.

• Investigate and document anomalies and discrepancies within point-of-sale systems, website orders, and customer complaints.

• Direct customers to relevant in-house resources.

• Assist in resolving post-sales issues.

⛳️ Requirements

• 3-6 years of relevant experience preferred.

• High School Diploma, GED, or equivalent work experience preferred.

• Proficiency in MS Office Suite preferred.

• Excellent written and verbal communication skills preferred.

• Strong attention to detail and organizational abilities preferred.

🏝️ Benefits

• Medical, dental, and vision coverage.

• Paid time off plan.

• Health savings account (HSA).

• 401k savings plan.

• Access to wages before payday with myFlexPay.

• Flexible spending accounts (FSAs).

• Short- and long-term disability coverage.

• Work-Life resources.

• Paid parental leave.

• Healthy lifestyle programs.