Senior Representative, Customer Service
About The Position
The Senior Representative, Customer Service Operations provides outstanding customer service, manages customer accounts, and supports field sales representatives. The role establishes, maintains, and enhances customer relationships through contract administration, timely order fulfillment, and customer support. It tracks demand and backorders, handles complaint and incident reporting, and supports post-sales issue resolution. The representative works directly with customers to improve operational performance, strengthen existing relationships, and assist with prospecting new business opportunities. The role collaborates with Commercial, Finance, Supply Chain, and Operations teams to meet customer account needs and optimize operational performance and the customer experience.
Requirements
- 1–3 years of experience preferred.
- Proficiency in Microsoft Office Suite, including Outlook, Word, Excel, and Teams.
- Must live within a 1-hour radius of LaVergne, Tennessee.
- High school diploma, GED, technical certification in a related field, or equivalent experience preferred.
- In-depth knowledge in technical or specialty areas and advanced skills to resolve complex problems independently.
- Ability to apply job and company policies and procedures, work independently within established procedures, and provide general guidance or technical assistance to less experienced team members.
Nice To Haves
- 1–3 years of experience.
- High school diploma, GED, or technical certification in a related field, or equivalent experience.
Responsibilities
- Provide outstanding customer service and support improvements in operational execution to achieve and exceed service levels.
- Manage customer account activity, including order fulfillment, backorders and substitutes, product change requests, new and lost business submissions, and customer questions or issues.
- Provide outsourced services relating to invoicing, reimbursement, and other services by liaising in problem-solving, research, 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 business needs, operational efficiency, and new customer opportunities.
- Support process improvement initiatives related to 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 concerning reporting, backorders, customer complaints, and pricing; 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 customer complaints.
- Redirect customers to applicable 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
