Sr. Representative, Customer Service

ElDorado National California•Riverside, CA

18h•$59,000 - $65,000

About The Position

Senior Representative, Customer Service Job Summary: The Senior Representative, Customer Service supports critical daily operations within the Customer Service organization, with an emphasis on after‑hours customer availability, operational reporting, trend analysis, and process documentation. This senior individual contributor provides advanced support for urgent customer needs, maintains key performance and backlog reporting, updates SOPs, and identifies recurring issues affecting service, revenue, and account satisfaction. The role serves as a high-level resource to the team and cross-functional partners, driving consistency, accuracy, and continuous improvement without direct leadership responsibilities.

Requirements

Strong reporting, analysis, and communication skills.
High level of problem-solving ability with a customer-first mindset.
Ability to manage priorities in a fast-paced environment.
Proficiency with ERP and CRM systems (e.g., Epicor, Salesforce).
Strong attention to detail, accuracy, and follow-through.
Comfortable with sharing reporting in team huddles and participating in cross-departmental meetings.
High School diploma or equivalent required.
4+ years of experience in customer service, with 2+ year in a reporting or analysis role.

Nice To Haves

Associate's or Bachelor's degree in Business, Communications, or related field preferred.
Experience in a manufacturing, automotive, logistics, or technical support setting is a plus.

Responsibilities

Serve as the on‑call point of contact for urgent customer support needs outside standard business hours, ensuring timely responses and continuity of service during critical situations.
Document all customer interactions, escalations, and after‑hours activities thoroughly for compliance, tracking, and audit purposes.
Complete daily operational reporting, including updates on sales, revenue, backlog, and order activity, and develop additional reports that support account performance, trend insights, and operational transparency.
Analyze order trends, recurring issues, and demand patterns to provide actionable insights and proactively communicate emerging customer pain points or workflow bottlenecks.
Maintain and update Standard Operating Procedures (SOPs) to ensure accuracy, clarity, and alignment with current business practices.
Identify opportunities to streamline workflows and contribute to process improvement initiatives that enhance efficiency and customer satisfaction.
Serve as a subject matter expert on daily operational procedures, offering guidance and clarification to team members as needed.
Collaborate with Procurement, Fulfillment, and other internal groups to resolve issues and ensure a smooth end‑to-end order lifecycle.
Support leadership with business updates, operational metrics, and presentation materials as requested.
Act as a role model for professionalism, urgency, and high‑quality customer interaction, especially during complex or time‑sensitive customer situations.
Monitor high‑priority customer orders and ensure timely internal follow-up to prevent delays, discrepancies, or service interruptions.
Assist in identifying and prioritizing operational risks or gaps, providing recommendations to leadership to enhance service reliability and accuracy.