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 relationships through contract administration, timely order fulfillment, account support, and resolution of post-sales issues. It also tracks demand and backorders, handles complaint and incident reporting, and works directly with customers to strengthen operational performance and support potential new business opportunities. The position collaborates with Commercial, Finance, Supply Chain, Operations, Marketing, Quality, and Regulatory teams to address customer needs and improve service, operational efficiency, and profitability. It is remote, with scheduled hours Monday through Friday, either 8:00 a.m.–5:00 p.m. EST or 8:00 a.m.–5:00 p.m. CST.
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
- 3–6 years of experience.
- High school diploma, GED, or equivalent work experience.
- 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 operational improvements to ensure service levels are achieved and exceeded.
- Manage customer account activity, including order fulfillment, backorders and substitutes, product change requests, new or lost business submissions, and customer questions or issues.
- Provide outsourced customer services relating to invoicing, reimbursement, and other services, acting as a liaison for research, problem-solving, and dispute resolution.
- Collect and review customer feedback, complaints, recalls, and product returns in collaboration with Quality and Regulatory teams.
- Identify customer trends, challenges, and opportunities and develop potential alternatives to support the business and operational efficiency.
- Support process improvement initiatives involving inventory levels, suppliers, operational performance, cost control, profitability, and customer service.
- Build collaborative relationships with stakeholders in Supply Chain, Finance, Operations, Marketing, and Commercial.
- 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 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 customer complaints.
- Redirect customers to applicable internal 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
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
High school or GED
