Customer Service Representative--KAUDC5725159

Compunnel Inc.; Irvine (CA); On-site; USD 45,000 - 60,000; Full time

Job summary

A leading customer service provider seeks a Senior Representative in Irvine, CA. The role involves managing customer interactions, resolving complex issues, and ensuring next-level customer service. With a focus on relationship building and negotiation, candidates should have 4+ years of experience and a high school diploma, while a Bachelor's degree is preferred. This hybrid position emphasizes teamwork and the ability to thrive in a fast-paced environment.

Qualifications

• Minimum of 4 years Customer Service Experience.
• Ability to work in a demanding environment.
• Must work well in a team with minimal supervision.

Responsibilities

• Use case management system for customer contacts.
• Place and monitor orders via phone, fax, and email.
• Resolve complex issues and communicate status to customers.

Skills

Excellent written and verbal communication

Interpersonal and relationship skills

Problem-solving and critical thinking

Strong time management

Ability to negotiate

Attention to detail

Education

H.S. Diploma

Bachelor’s degree preferred

Tools

MS Office Suite

ERP software

Job description

Overview

Job Title: Sr Rep, Customer Service (15441-1)

Duration: 8+ Months Contract (92606)

Location: Irvine, CA (Hybrid Role)

Job Description:

• Our Senior Representatives will deliver excellent customer service to customers with elevated expectations! You will support our customers by instilling trust, driving results, and staying patient focused! The ability to change hats and work as a team and independently is essential to success.
• You are the first point of contact and will own the customer experience from start to finish.
• Each interaction will require the ability to follow our processes with speed and accuracy.

Responsibilities

• Use of case management system to manage customer contacts and order detail with razor sharp accuracy
• Proactively track, resolve, and escalate order or cases in alignment with service excellence standards
• Place and monitor orders via phone, fax, and email for hospital and sales rep customers
• Orders translate to new orders, Returns, Billing, Inventory adjustments, reconciliations, and FCAs/Recalls
• Own it! Proactively communicate backorders, order status, product availability, and missed deliverables
• Resolve complex issues via root cause analysis investigation, proposal of resolution, and resolution implementation with limited intervention
• Prioritize high work volumes from phones, email, case management, and faxes
• Become a SME (Subject Matter Experts) who can coach and train others
• Systematically process and transact consignment conversions & reconciliations
• Perform basic data analysis and generate reports for Sales, Customers, and Consignment Team
• Process customer returns and coordinate with Inventory Teams to ensure product is received
• Complete customer credits following documentation guidelines under SOX key controls
• Communicate regularly with Supply Chain Planning for inventory availability
• Perform at a level to meet and sustain department metrics and expectations

Basic Requirements

• H.S. Diploma is required
• Minimum of 4 years Customer Service Experience
• Excellent written and verbal communication, interpersonal and relationship building skills with focus on negotiating and persuasion
• Ability to work in a demanding environment
• Excellent Customer Service skills with ability to negotiate and resolve demanding situations
• Ability to build and maintain strong relationships across the organization to influence and achieve objectives
• Strong Time Management Skills with ability to prioritize competing objectives
• Must be able to work in a team environment with minimum supervision, this includes inter-departmental and cross-departmental business partners
• Demonstrates problem-solving and critical thinking skills
• Proficient in MS Office Suite
• Experience within an ERP software
• Ability to manage confidential information with discretion
• Strict attention to detail

Preferred Qualifications

• Bachelor’s degree is preferred (BA/BS degree is necessary)