Senior Representative, Customer Service Operations

This is a fully remote position, open to applicants in Kentucky, +3 more states.

📋 Description

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

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

• Offer outsourced services related to invoicing, reimbursement, and other tasks through effective problem-solving, research, and dispute resolution.

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

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

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

• Foster relationships with Supply Chain, Finance, Operations, Marketing, and Commercial stakeholders to elevate customer service.

• Engage with customers regarding their needs, inquiries, concerns, and equipment-related issues.

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

• Analyze account histories and coordinate internal resources to address customer needs while supporting sales efforts.

• Investigate and report any anomalies and discrepancies in point of sales systems, online ordering, and customer complaints.

• Direct customers to appropriate in-house resources and assist in resolving post-sales issues.

⛳️ Requirements

• 3-6 years of relevant experience is preferred.

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

• Familiarity with the MS Office Suite is preferred.

• Excellent written and verbal communication skills are preferred.

• Strong 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.