Senior Customer Service Representative
Irvine, CA
Schedule:
Training Schedule:
Monday-Wednesday, 8:00 AM - 4:30 PM (3-6 months)
Post-Training Schedule:
6:30 AM - 3:00 PM, on-site as needed for meetings
Duration:
9-Month Contract
Pay:$20-25/hr (W2)
Our client is a leading organization in the medical device industry, committed to delivering excellence in customer service and patient-focused solutions. They are seeking two initiative-taking, purpose-driven Senior Customer Service Representatives to join their team. This hybrid role requires an on-site presence 3x per week and offers a 9-month assignment with the potential to transition to a permanent position based on business needs. The ideal candidate will be a creative problem solver and active listener who can think on their feet and take charge while delivering excellent customer service to customers with elevated expectations.
Essential Functions and Responsibilities
Customer Service & Case Management
- Use case management system to manage customer contacts and order details with razor-sharp accuracy
- Serve as the first point of contact and own the customer experience from start to finish
- Proactively track, resolve, and escalate orders or cases in alignment with service excellence standards
- Resolve complex issues via root cause analysis investigation, proposal of resolution, and resolution implementation with limited intervention
- Prioritize high work volumes from phones, email, case management, and faxes
Order Management & Processing
- Place and monitor orders via phone, fax, and email for hospital and sales representative customers
- Process new orders, returns, billing, inventory adjustments, reconciliations, and FCAs/recalls
- Proactively communicate backorders, order status, product availability, and missed deliverables
- Systematically process and transact consignment conversions and reconciliations
Returns & Inventory Coordination
- Process customer returns and coordinate with Inventory Teams to ensure product is received
- Complete customer credits following documentation guidelines under SOX key controls
- Communicate regularly with Supply Chain Planning for inventory availability
Reporting & Training
- Perform basic data analysis and generate reports for Sales, Customers, and Consignment Team
- Become a Subject Matter Expert (SME) who can coach and train others
- Perform at a level to meet and sustain department metrics and expectations
Education/Experience
Required:
- High School Diploma
- Minimum of 4 years of customer service experience
- Hospitality industry or customer-facing experience is ideal; call center experience also considered
- Experience within an ERP software
- Must be local and available to work on-site 3x per week (hybrid)
Preferred:
- Bachelor's degree (BA/BS degree is necessary to promote within the organization)
- Salesforce or CRM experience
- Proficiency in JDE (ERP Software)
Knowledge/Skills
- Communicates with confidence and professionalism
- Proactive, takes initiative, and demonstrates problem-solving abilities
- Excellent written and verbal communication, interpersonal, and relationship-building skills with focus on negotiating and persuasion
- Strong time management skills with ability to prioritize competing objectives
- Demonstrates critical thinking skills and strict attention to detail
- Proficient in Microsoft Office Suite
- Ability to manage confidential information with discretion
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