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Sr Rep, Customer Service

Spectraforce Technologies

Irvine, CA

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JOB DETAILS
SALARY
SKILLS
Billing, Call Centers, Case Management, Coaching, Communication Skills, Contact Management, Customer Escalations, Customer Relations, Customer Relationship Management (CRM), Customer Support/Service, Data Analysis, Detail Oriented, ERP (Enterprise Resource Planning), Email Management/Administration, Establish Priorities, Fax Machines, Hospital, Hospitality and Tourism, Interpersonal Skills, Inventory Management, Inventory Planning, Java IDE (Integrated Development Environments), Metrics, Microsoft Office, Negotiation Skills, Persuasion Skills, Presentation/Verbal Skills, Problem Solving Skills, Reconciliation, Reporting Skills, Returns Processing, Revenue Growth, Root Cause Analysis, Sales, Salesforce.com, Sarbanes-Oxley Act (SOX), State Laws and Regulations, Supply Chain Management, Systems Administration/Management, Team Player, Time Management, Writing Skills
LOCATION
Irvine, CA
POSTED
3 days ago
Position Title: Sr Rep, Customer Service
Work Location: Irvine, CA 92606
Assignment Duration: 9 Months
Work Arrangement: Hybrid (onsite 3x per week) - Onsite days will be Mon, Tues, and Weds
Standard work hours are 6:30 AM to 3:00 PM.
Training hours will be 8:00 AM to 4:30 PM.

Position Summary:
Our Senior Representatives will deliver excellent customer service to customers with elevated expectations!
You will support our customers by instilling trust, driving results, and staying patient focused!
Key Responsibilities:

  • Use of case management system to manage customer contacts and order detail with razor sharp accuracy
  • Proactively track, resolve, and escalate order or cases in alignment with service excellence standards
  • Place and monitor orders via phone, fax, and email for hospital and sales rep customers
  • Orders translate to new orders, Returns, Billing, Inventory adjustments, reconciliations, and FCAs/Recalls.
  • Own it! Proactively communicate backorders, order status, product availability, and missed deliverables
  • 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
  • Become a SME (Subject Matter Experts) who can coach and train others
  • Systematically process and transact consignment conversions & reconciliations
  • Perform basic data analysis and generate reports for Sales, Customers, and Consignment Team
  • 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
  • Perform at a level to meet and sustain department metrics and expectations
Qualification & Experience:
  • H.S. Diploma is required
  • Minimum of 4 years Customer Service Experience
  • Excellent written and verbal communication, interpersonal and relationship building skills with focus on negotiating and persuasion
  • Ability to work in a demanding environment
  • Excellent Customer Service skills with ability to negotiate and resolve demanding situations
  • Ability to build and maintain strong relationships across the organization to influence and achieve objectives
  • Strong Time Management Skills with ability to prioritize competing objectives
  • Must be able to work in a team environment with minimum supervision, this includes inter-departmental and cross-departmental business partners
  • Demonstrates problem-solving and critical thinking skills
  • Proficient in MS Office Suite
  • Experience within an ERP software
  • Ability to manage confidential information with discretion
  • Strict attention to detail
Preferred Qualifications:
  • Bachelor's degree is preferred (BA/BS degree is necessary to promote within the organization)
  • Salesforce experience or CRM experience
  • Proficient in JDE (ERP Software)
Notes from Intake w/ HM:
  • Hospitality industry and customer facing experience is ideal, but HM is open to call centers.
  • Top 4 Must Haves: Communicates with confidence, proactive/takes initiative, problem solver, and displays professionalism
Applicant Notices & Disclaimers
  • For information on benefits, equal opportunity employment, and location-specific applicant notices, click
    here
At SPECTRAFORCE, we are committed to maintaining a workplace that ensures fair compensation and wage transparency in adherence with all applicable state and local laws. This position's starting pay is: $22.00/hr.

Job Requirements:

Key Responsibilities:
  • Use of case management system to manage customer contacts and order detail with razor sharp accuracy
  • Proactively track, resolve, and escalate order or cases in alignment with service excellence standards
  • Place and monitor orders via phone, fax, and email for hospital and sales rep customers
  • Orders translate to new orders, Returns, Billing, Inventory adjustments, reconciliations, and FCAs/Recalls.
  • Own it! Proactively communicate backorders, order status, product availability, and missed deliverables
  • 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
  • Become a SME (Subject Matter Experts) who can coach and train others
  • Systematically process and transact consignment conversions & reconciliations
  • Perform basic data analysis and generate reports for Sales, Customers, and Consignment Team
  • 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
  • Perform at a level to meet and sustain department metrics and expectations

About the Company

S

Spectraforce Technologies

Spectraforce is a leading global services firm that provides a portfolio of Consulting, Staffing and Outsourcing services & solutions to a broad range of clients and industries worldwide. We are headquartered in Raleigh, NC, USA and have offshore global delivery centers at Pune, Chandigarh, and Hyderabad, India. At Spectraforce we have a Philosophy - a Philosophy that excellence is derived through dedicated, focused and innovative work. We also believe that knowledge comes through sharing and growth comes to every organization where people use knowledge in team work. A progressive culture and a world of possibilities is what you see with us.
COMPANY SIZE
500 to 999 employees
INDUSTRY
Computer/IT Services
FOUNDED
2004
WEBSITE
http://www.spectraforce.com

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