Rep 3, Customer Care

Job Title: Senior Customer Service Representative
Location: Remote

Job Description:

Provides exceptional customer service support by leveraging strong relationship management, problem-solving, and analytical skills to ensure high quality customer experience.

How You Will Make an Impact

• Manage and monitor customer orders, returns, billing adjustments, recalls, and assignments for both internal and external customers, ensuring timely resolution and high customer satisfaction.
• Process and reconcile consignment conversions, perform data analysis, and generate reports for Sales, customers, and consignment teams.
• Independently resolve complex customer service issues by conducting root cause analysis and implementing effective solutions.
• Process customer returns and monitor completion through product receipt.
• Prepare and maintain documentation supporting customer credits in compliance with SOX controls.
• Partner with Supply Chain Planning to monitor inventory availability and proactively communicate impacts to customers and Sales Representatives.
• Coordinate with warehouse personnel regarding shipping changes, inventory cycle counts, and order fulfillment activities.
• Provide coaching, guidance, and on the job training to team members and new employees.
• Support continuous improvement initiatives and contribute to enhanced customer service processes.

What You'll Need (Required)

• High School Diploma or equivalent.
• Minimum of 5 years of customer service, order management, or related experience.
• Experience working with ERP systems (e.g., JDE, SAP, Oracle, or similar).

What Else We Look For (Preferred)

• Proficiency in Microsoft Office Suite, particularly Excel.
• Strong written and verbal communication skills with the ability to build relationships and influence outcomes.
• Demonstrated problem solving, critical thinking, and decision making abilities.
• Experience working in a fast paced, high-volume environment.
• Advanced knowledge of Critical Care products, customers, systems, policies, and procedures; serves as a subject matter expert (SME).
• Advanced ERP system knowledge, including JDE and SAP.
• Ability to manage confidential information with discretion and professionalism.
• Proven ability to resolve complex and escalated customer issues while delivering positive outcomes.
• Strong organizational skills with the ability to prioritize competing demands while maintaining accuracy and attention to detail.
• Ability to work independently and collaboratively across departments, including training and mentoring team members.
• Supports leadership initiatives, process improvements, special projects, and system implementations while maintaining compliance with company policies and regulatory requirements