Senior Customer Service Representative

Overview

On Site
Depends on Experience
Accepts corp to corp applications
Contract - W2
Contract - 8 Month(s)

Skills

Attention To Detail
Billing
Collaboration
Communication
Conflict Resolution
Critical Thinking
Customer Relationship Management (CRM)
Customer Service
Data Analysis

Job Details

We are looking for Senior Customer Service Representative for our client in Irvine, CA
Job Title: Senior Customer Service Representative
Job Location: Irvine, CA
Job Type: Contract
Job Description:
Pay Range: $20.50hr - $25.50hr
  • The Customer Service Specialist will be responsible for managing customer orders, resolving issues, and ensuring service excellence through effective communication, problem-solving, and collaboration.
  • This role requires strong attention to detail, multitasking ability, and commitment to providing superior customer service in a high-volume environment.
Responsibilities:
  • Use case management systems to manage customer contacts and order details with accuracy.
  • Track, resolve, and escalate orders or cases proactively, ensuring alignment with service excellence standards.
  • Place and monitor orders via phone, fax, and email for hospital and sales representative customers.
  • Manage new orders, returns, billing, inventory adjustments, reconciliations, and FCAs/recalls.
  • Communicate proactively regarding backorders, order status, product availability, and missed deliverables.
  • Investigate complex issues, conduct root cause analysis, and implement effective resolutions.
  • Prioritize high volumes of work across phones, emails, faxes, and case management systems.
  • Serve as a Subject Matter Expert (SME) to coach and train other team members.
  • Process and transact consignment conversions and reconciliations accurately.
  • Perform basic data analysis and prepare reports for Sales, Customers, and Consignment Teams.
  • Process customer returns and coordinate with Inventory Teams for product receipt.
  • Complete customer credits in compliance with documentation guidelines and SOX controls.
  • Communicate with Supply Chain Planning to monitor inventory availability.
  • Meet and maintain departmental performance metrics and quality standards.
Requirement/Must Have:
  • High school diploma required.
  • Minimum of 4 years of customer service experience.
  • Strong written and verbal communication skills.
  • Excellent interpersonal and relationship-building skills with negotiation and persuasion abilities.
  • Ability to thrive in a fast-paced, demanding environment.
  • Strong time management and prioritization skills.
  • Team-oriented mindset with the ability to work independently.
  • Proven problem-solving and critical-thinking skills.
  • Proficiency in MS Office Suite.
  • Experience with ERP systems.
  • Ability to manage confidential information with discretion.
  • Exceptional attention to detail.
Preferred Qualifications:
  • Bachelor s degree preferred (required for promotional opportunities).
  • Experience with Salesforce or other CRM platforms.
  • Proficiency in JDE (ERP software).
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.