Customer Service Representative
Irvine, CA (Remote considered for PT time zone candidates only)
Schedule:
Standard Office Hours (8:00 AM - 5:00 PM PT)
Duration:
9-Month Contract
Pay:$20-25/hr
Our client, a leading medical device company, is seeking experienced Senior Customer Service Representatives to deliver exceptional service to customers with elevated expectations. You will be the first point of contact, owning the customer experience from start to finish while supporting hospitals, purchasing departments, and internal sales teams.
This is a fast-paced call center environment requiring strong communication skills, attention to detail, and the ability to handle high volumes of customer interactions with professionalism and accuracy.
Key Responsibilities
- Manage customer contacts and order details using case management systems with precision
- Place and monitor orders via phone, fax, and email for hospital and sales representative customers
- Process new orders, returns, billing adjustments, inventory reconciliations, and product recalls
- Proactively track, resolve, and escalate orders or cases in alignment with service excellence standards
- Communicate backorders, order status, product availability, and missed deliverables
- Resolve complex issues through root cause analysis with limited supervision
- Prioritize high work volumes from multiple channels (30+ calls and 30-40 emails daily)
- Process consignment conversions and reconciliations systematically
- Perform basic data analysis and generate reports for Sales, Customers, and Consignment Teams
- Complete customer credits following SOX key control documentation guidelines
- Coordinate with Supply Chain Planning and Inventory Teams
- Serve as a Subject Matter Expert (SME) who can coach and train others
Required Qualifications
- High School Diploma required
- Minimum 4 years of Customer Service Experience, preferably in a call center environment
- Experience handling 30+ calls per day and 30-40 emails in a professional setting
- Excellent written and verbal communication skills
- Strong interpersonal and relationship building abilities
- Proven ability to negotiate and resolve demanding situations
- Strong time management skills with ability to prioritize competing objectives
- Demonstrated problem-solving and critical thinking capabilities
- Proficient in MS Office Suite
- Experience within an ERP software system
- Ability to work independently and as part of a team with minimum supervision
- Strict attention to detail and accuracy
- Ability to manage confidential information with discretion
Preferred Qualifications
- Bachelor's degree (BA/BS degree required for promotion opportunities)
- Salesforce or other CRM experience
- Experience with JDE (ERP Software)
- Previous experience in medical device, pharmaceutical, or healthcare industry
- Background with competing companies in the life sciences sector
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