Senior Customer Service Operations Representative

This is a fully remote position, open to applicants in United States.

📋 Description

• Deliver exceptional customer service while enhancing operational effectiveness.

• Oversee customer account activities, encompassing order fulfillment, management of backorders/substitutes, handling product change requests, and addressing customer inquiries and issues.

• Offer outsourced services related to invoicing, reimbursements, and additional services through effective problem-solving, research, and dispute resolution.

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

• Recognize customer trends and challenges/opportunities to create alternatives and new customer prospects.

• Aid in process improvement initiatives focused on inventory levels, supplier relations, operational performance, cost management, profitability, and customer service.

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

• Engage with customers about their needs, questions, and concerns while troubleshooting equipment issues.

• Manage reporting, backorders, complaints, pricing, product issues, and incident cases.

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

• Investigate and report irregularities and discrepancies in point-of-sale systems, online ordering, and customer complaints.

• Redirect customers to the appropriate in-house resources.

• Facilitate post-sales issue resolution.

⛳️ Requirements

• 3-6 years of relevant experience is preferred.

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

• Proficiency with the MS Office Suite is preferred.

• Excellent written and verbal communication skills are preferred.

• Strong attention to detail and organizational abilities are preferred.

• Must be available Monday through Friday from 9:00 am to 5:00 pm EST.

🏝️ Benefits

• Medical, dental, and vision coverage.

• Paid time off plan.

• Health savings account (HSA).

• 401k savings plan.

• Access to wages prior to payday with myFlexPay.

• Flexible spending accounts (FSAs).

• Coverage for short- and long-term disability.

• Work-life resources.

• Paid parental leave.

• Healthy lifestyle programs.