Customer Service Representative I

SGS Consulting; New York (NY); On-site; USD 52,000 - 68,000; Full time

Benefits offered by this job

Remote work during closures

Job summary

SGS Consulting in United States seeks a skilled customer service/IT liaison professional. You will resolve order holds, coordinate with internal teams, and support improvements while meeting service levels.

You will generate reports using BI, Oracle, and other systems, acting as a bridge among Customer Service, Supply Chain, IT, and external vendors. This role emphasizes communication, problem solving, and adaptability in a fast-paced setting.

Qualifications

• Minimum high school diploma; associate or bachelor’s preferred.
• 2–3 years in customer service or related functions; 3+ years in related fields is preferred.
• Experience in manufacturing, medical device, or pharmaceutical industries is a plus.
• Strong communication and cross-functional collaboration abilities.

Responsibilities

• Resolve order management holds daily and coordinate status with internal departments.
• Support continuous improvement initiatives within the department and meet service levels.
• Generate daily, monthly, and quarterly reports using BI, Oracle, and other systems.
• Act as liaison between Customer Service, Supply Chain, IT, and vendors.
• Partner with Quality Team during recall process and work with Corporate Complaints.
• Mentor and train BPO representatives and manage returns per Gatekeeper process.
• Process extended service agreements and resolve complex system issues.
• Maintain availability including holidays and remote work during office closures.

Skills

EDI systems

SAP

Salesforce

Oracle

Microsoft Teams

Microsoft 365

Customer service

Problem solving

Attention to detail

Critical thinking

Adaptability

Independent & collaborative

Education

High School diploma

Associate degree

Bachelor’s degree

Tools

GHX

GFax

SAP

Salesforce

Oracle

Microsoft Teams

Job description

Job Responsibilities:

• Resolve order management holds daily.
• Coordinate with internal departments to resolve order status, product, production, delivery, and billing inquiries.
• Support continuous improvement initiatives within the department.
• Apply best practices and business knowledge to meet and exceed service levels.
• Generate daily, monthly, and quarterly reports using BI, Oracle, and other systems.
• Act as a liaison between Customer Service, Supply Chain, IT, and external vendors.
• Partner with the Quality Team during the recall process.
• Collaborate with the Corporate Complaints team according to complaint procedures.
• Serve as an escalation point and support BPO cross-over tasks.
• Manage return procedures according to the Gatekeeper process.
• Process extended service agreements.
• Track and resolve complex system-related issues.
• Mentor and train BPO representatives.
• Achieve department goals, KPIs, and service expectations.
• Support additional projects and responsibilities as assigned.
• Adhere to company core values and policies.
• Maintain availability as an essential employee, including company holidays and remote work during office closures.
• Perform required in-office responsibilities.

Skills:

• Knowledge of EDI systems (GHX, GFax, etc.) preferred.
• Experience with SAP, Salesforce, Oracle, and Microsoft Teams.
• Strong verbal and written communication skills.
• Proficiency with Microsoft 365, including Outlook, Word, and Teams.
• Experience with Salesforce and Oracle preferred.
• Experience using Microsoft Teams and Zoom required.
• Ability to identify technical issues and troubleshoot effectively.
• Strong customer service skills.
• Excellent problem-solving and decision-making abilities.
• Strong attention to detail.
• Critical thinking and analytical skills.
• Ability to adapt to changing business needs.
• Ability to work independently and collaboratively in a fast-paced environment.

Education/Experience:

• Minimum High School diploma required.
• Associate degree preferred.
• Bachelor’s degree preferred.
• Minimum 2–3 years of experience in customer service, technology, retail, or related customer service functions.
• 3+ years of experience in customer service, accounting, finance, or information systems preferred.
• Experience working in manufacturing, medical device, or pharmaceutical industries preferred.Knowledge of Life Sciences products, services, and business operations is a plus.
• Ability to communicate effectively with customers, employees, management, and cross-functional teams.
• Ability to manage multiple priorities while maintaining quality standards.
• Ability to accept increasing responsibility and grow with organizational needs.