Rep 3, Customer Care

Position : Senior Customer Service Representative

Location : Irvine, CA

Job Summary

The Senior Customer Service Representative provides exceptional customer service by using strong relationship management, problem-solving, and analytical skills to deliver a high-quality customer experience. The role manages orders, returns, billing adjustments, recalls, and consignment activity for internal and external customers, and supports continuous improvement of customer service processes.

Roles and Responsibilities

• Manage and monitor customer orders, returns, billing adjustments, recalls, and assignments, ensuring timely resolution and high customer satisfaction
• Process and reconcile consignment conversions, analyze data, and generate reports for Sales, customers, and consignment teams
• Resolve complex customer service issues independently through root cause analysis and effective solutions
• Process customer returns and track them through product receipt
• Prepare and maintain documentation for customer credits in compliance with SOX controls
• Work with Supply Chain Planning to monitor inventory availability and tell customers and Sales Representatives about any impacts
• Coordinate with warehouse personnel on shipping changes, inventory cycle counts, and order fulfilment
• Coach and guide team members, and provide on-the-job training to new employees
• Support continuous improvement initiatives, process improvements, special projects, and system implementations

Experience

• Minimum 5 years of customer service, order management, or related experience
• Experience with ERP systems (e.g., JDE, SAP, Oracle, or similar)
• Experience in a fast-paced, high-volume environment (preferred)
• Advanced ERP knowledge, including JDE and SAP (preferred)
• Advanced knowledge of Critical Care products, customers, systems, policies, and procedures, serving as a subject matter expert (preferred)
• Experience resolving complex and escalated customer issues with positive outcomes (preferred)

Key Skills

• Relationship management and customer service
• Problem solving, critical thinking, and decision making
• Data analysis and reporting
• Root cause analysis
• ERP systems
• Microsoft Office Suite, especially Excel (preferred)
• Written and verbal communication, with the ability to build relationships and influence outcomes (preferred)
• Organization, prioritization, and attention to detail (preferred)
• Working independently and across departments, including training and mentoring (preferred)

Eligibility and Qualifications

• High school diploma or equivalent
• Availability to work remotely during PST hours
• Ability to handle confidential information with discretion and professionalism (preferred)
• Compliance with company policies and regulatory requirements, including SOX controls