Senior Customer Service Representative

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.

• Handle and reconcile consignment conversions, analyze data, and create 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 uphold documentation that supports customer credits in accordance with SOX regulations.

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

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

• Train, mentor, and offer guidance to team members.

• Assist in process improvement initiatives, system upgrades, and special projects aimed at enhancing customer experience and operational efficiency.

⛳️ 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.

• Proficient in working with ERP systems like SAP, JDE, Oracle, or similar platforms.

• Capable of managing a high volume of customer interactions via phone and email while upholding professionalism and service excellence.

• Strong organizational abilities with the capacity to prioritize multiple tasks in a fast-paced setting.

• Advanced proficiency in Microsoft Office Suite, especially Excel.

• Excellent written and verbal communication skills.

• Strong problem-solving, analytical, and decision-making capabilities.

• Experience in a dynamic, high-volume customer service environment.

• 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 discretion and professionalism.

• Proven track record in resolving complex or escalated customer issues.

• Ability to work independently and effectively collaborate across cross-functional teams.

• Experience in supporting training, mentoring, process improvements, system implementations, and leadership initiatives, all while adhering to company policies and regulatory standards.

🏝️ Benefits

• Medical, dental, and vision coverage.

• Health savings and flexible spending accounts.

• Life and disability insurance.

• Wellness resources.

• Mental health support.

• Disease management programs.

• 401(k) plan.

• Deferred compensation programs.

• Financial counseling services.

• DailyPay options.

• Educational savings resources.

• Paid time off.

• Company holidays.

• Educational assistance programs.

• Parental leave.

• Adoption assistance.

• Backup care services.

• Caregiving support.

• Employee assistance programs.

• Commuter benefits.

• Pet insurance.

• Legal services.

• Associate discount programs.

• Bereavement, military, personal, family and medical leave, and jury duty leave.

• Opportunities for reward and recognition.

• Competitive compensation and benefits packages.

• Opportunities for learning, growth, and development.