Senior Representative, Customer Service Operations
About The Position
The Senior Representative, Customer Service Operations provides outstanding customer service, manages customer accounts, and supports field sales representatives. The role establishes and enhances customer service through contract administration, timely order fulfillment, account management, and customer support. It also tracks demand and backorders, handles complaint and incident reporting, and supports post-sales issue resolution. The position works directly with customers to strengthen operational performance and existing relationships and to assist with prospecting new business. It collaborates with Commercial, Finance, Supply Chain, and Operations teams to meet customer account needs and optimize the customer experience. This is a remote position with scheduled hours Monday through Friday, 9:00 a.m. to 6:00 p.m. EST.
Requirements
- 3–6 years of experience (preferred).
- High school diploma, GED, or equivalent work experience (preferred).
- Experience with MS Office Suite (preferred).
- Strong written and verbal communication skills (preferred).
- Strong attention to detail and organizational skills (preferred).
Nice To Haves
- Experience with MS Office Suite.
- Strong written and verbal communication skills.
- Strong attention to detail and organizational skills.
Responsibilities
- Provide outstanding customer service and support improvements in operational execution to ensure service levels are achieved and exceeded.
- Manage customer account activity, including order fulfillment, backorders and substitutes, product change requests, new and lost business submissions, and coordination of customer questions and issues.
- Provide outsourced services relating to invoicing, reimbursement, and other services by acting as a liaison in problem-solving, research, and dispute resolution.
- Collect and review customer feedback, complaints, recalls, and product returns in coordination with Quality and Regulatory teams.
- Identify customer trends, challenges, and opportunities and develop potential alternatives to support the business, operational efficiency, and new customer opportunities.
- Support process improvement initiatives related to inventory levels, suppliers, operational performance, cost control, profitability, and customer service.
- Build strong working relationships with Supply Chain, Finance, Operations, Marketing, and Commercial stakeholders to improve customer service.
- Communicate with customers about their needs, questions, and concerns, and troubleshoot equipment issues as necessary.
- Manage cases involving reporting, backorders, customer complaints, and pricing, and process product complaint and incident reports.
- Support general sales by analyzing account histories and coordinating internal resources to resolve customer needs.
- Investigate and report anomalies and discrepancies in point-of-sale systems, website ordering, and general customer complaints.
- Redirect customers to appropriate in-house resources as necessary.
- Support post-sales issue resolution as necessary.
Benefits
- Medical, dental, and vision coverage.
- Paid time off plan.
- Health savings account (HSA).
- 401(k) savings plan.
- Access to wages before payday with myFlexPay.
- Flexible spending accounts (FSAs).
- Short- and long-term disability coverage.
- Work-Life resources.
- Paid parental leave.
- Healthy lifestyle programs.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
High school or GED
