Remote Customer Experience Specialist

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

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.