Senior Customer Service Rep

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

📋 Description

• Oversee customer orders, returns, billing adjustments, recalls, and account assignments for both internal and external clients.

• Process and reconcile consignment conversions, analyze data, and produce reports for Sales, customers, and internal teams.

• Investigate and resolve intricate customer issues through root cause analysis and corrective measures.

• Manage customer returns and track completion through product receipt and resolution.

• Prepare and maintain documentation that supports customer credits in accordance with SOX requirements.

• Collaborate with Supply Chain and Operations teams to track inventory availability and communicate any impacts to customers and Sales.

• Liaise with warehouse staff regarding shipping modifications, inventory counts, and order fulfillment.

• Train, mentor, and guide team members.

• Assist in process improvement initiatives, system upgrades, and special projects.

⛳️ Requirements

• High School Diploma or equivalent is mandatory.

• At least 5 years of experience in customer service, order management, or a related field is required.

• Familiarity with ERP systems such as SAP, JDE, Oracle, or similar platforms is essential.

• Capacity to handle a high volume of customer interactions via phone and email while upholding professionalism and service excellence.

• Strong organizational skills with the ability to prioritize numerous tasks in a dynamic environment.

• Advanced proficiency in the Microsoft Office Suite, especially Excel.

• Excellent written and verbal communication abilities.

• Proven skills in problem-solving, analysis, and decision-making.

• Experience in a fast-paced, high-volume customer service setting.

• In-depth knowledge of Critical Care products, customer processes, systems, policies, and procedures.

• Advanced understanding of ERP systems, including SAP and JDE.

• Ability to handle confidential information with care and professionalism.

• Track record of successfully resolving complex or escalated customer issues.

• Capability to work independently while also collaborating effectively with cross-functional teams.

• Experience in supporting training, mentoring, process enhancements, system implementations, and leadership initiatives while ensuring compliance with company policies and regulatory standards.

🏝️ Benefits

• Comprehensive Total Rewards program.

• Opportunities for reward and recognition.

• Competitive compensation and benefits packages.

• Opportunities for learning, growth, and development.

• Flexibility for in-person collaboration and work-life balance.

• Consideration for COVID-19 vaccination accommodations according to applicable law.