Senior Representative, Customer Service Operations

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

📋 Description

• Deliver exceptional customer service while enhancing operational execution to achieve and surpass service levels.

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

• Offer outsourced customer services related to invoicing, reimbursement, 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, enhance operational efficiency, and discover new customer prospects.

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

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

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

• Manage reporting, backorder, complaint, pricing, product complaint, and incident cases.

• Aid sales efforts by analyzing account histories and coordinating internal resources to address customer requirements.

• Examine and report any anomalies and discrepancies in point-of-sale systems, website ordering, and customer complaints.

• Redirect customers to suitable in-house resources.

• Assist in resolving post-sales issues.

⛳️ Requirements

• 3-6 years of relevant experience is preferred.

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

• Familiarity with MS Office Suite is preferred.

• Strong written and verbal communication skills are preferred.

• Excellent attention to detail and organizational skills are 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.