Senior Representative, Customer Service Operations

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

📋 Description

• Deliver exceptional customer service and facilitate enhancements in operational execution to ensure service levels are met and surpassed.

• Oversee customer account activities, which include order fulfillment, managing backorders and substitutes, handling product change requests, and addressing customer inquiries and issues.

• Provide outsourced services related to invoicing, reimbursement, and resolving problems or disputes.

• Gather and evaluate customer feedback, complaints, product recalls, and returns.

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

• Assist in process improvement initiatives that involve inventory levels, supplier relations, operational performance, cost management, profitability, and customer service.

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

• Engage with customers to address their needs, questions, and concerns.

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

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

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

• Guide customers to suitable in-house resources and assist in resolving post-sales issues.

⛳️ Requirements

• 3-6 years of experience in customer service is preferred.

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

• Capability to provide excellent customer service while managing multiple tasks between phone calls and email support.

• Experience in healthcare customer service is an advantage.

• Availability to work a Monday-Friday schedule between 8:00am-4:30pm CST.

🏝️ Benefits

• Medical, dental, and vision insurance coverage.

• Paid time off plan.

• Health savings account (HSA).

• 401k savings plan.

• Early access to wages through myFlexPay.

• Flexible spending accounts (FSAs).

• Short- and long-term disability insurance.

• Work-Life resources.

• Paid parental leave.

• Healthy lifestyle programs.