Rep 3, Customer Care

Lancesoft; Irvine (CA); Remote; USD 55,000 - 78,000; Full time

Job summary

Lancesoft is seeking a Senior Customer Service Representative to provide exceptional support by leveraging strong relationship management, problem-solving, and analytical skills, all in a remote environment in the United States.

You will manage orders, returns, billing adjustments, and work with ERP systems (JDE, SAP, Oracle) to resolve issues, coordinate with Supply Chain and warehouse teams, and coach junior staff while driving continuous improvement in service processes.

Qualifications

• Minimum of 5 years of customer service, order management, or related experience.
• Experience with ERP systems (JDE, SAP, Oracle) is required.

Responsibilities

• Manage and monitor customer orders, returns, billing adjustments, recalls, and assignments for internal and external customers.
• Process and reconcile consignment conversions, perform data analysis, and generate reports for Sales, customers, and consignment teams.
• Independently resolve complex customer service issues by conducting root cause analysis and implementing effective solutions.
• Process customer returns and monitor completion through product receipt.
• Prepare and maintain documentation supporting customer credits in compliance with SOX controls.
• Coordinate with Supply Chain Planning to monitor inventory availability and proactively communicate impacts.
• Coordinate with warehouse personnel regarding shipping changes, inventory cycle counts, and order fulfillment activities.
• Provide coaching, guidance, and on the job training to team members and new employees.
• Support continuous improvement initiatives and contribute to enhanced customer service processes.

Skills

Customer service

Order management

ERP systems

Data analysis

Root cause analysis

Education

High School Diploma or equivalent

Tools

JDE

SAP

Oracle

Job description

Job Title

Senior Customer Service Representative

Location

Remote

Job Description

Provides exceptional customer service support by leveraging strong relationship management, problem-solving, and analytical skills to ensure high quality customer experience.

What You Will Make an Impact

• Manage and monitor customer orders, returns, billing adjustments, recalls, and assignments for both internal and external customers, ensuring timely resolution and high customer satisfaction.
• Process and reconcile consignment conversions, perform data analysis, and generate reports for Sales, customers, and consignment teams.
• Independently resolve complex customer service issues by conducting root cause analysis and implementing effective solutions.
• Process customer returns and monitor completion through product receipt.
• Prepare and maintain documentation supporting customer credits in compliance with SOX controls.
• Partner with Supply Chain Planning to monitor inventory availability and proactively communicate impacts to customers and Sales Representatives.
• Coordinate with warehouse personnel regarding shipping changes, inventory cycle counts, and order fulfillment activities.
• Provide coaching, guidance, and on the job training to team members and new employees.
• Support continuous improvement initiatives and contribute to enhanced customer service processes.

What You’ll Need (Required)

• High School Diploma or equivalent.
• Minimum of 5 years of customer service, order management, or related experience.
• Experience working with ERP systems (e.G., JDE, SAP, Oracle, or similar).

What Else We Look For (Preferred)

• Proficiency in Microsoft Office Suite, particularly Excel.
• Strong written and verbal communication skills with the ability to build relationships and influence outcomes.
• Demonstrated problem solving, critical thinking, and decision making abilities.
• Experience working in a fast paced, high-volume environment.
• Advanced knowledge of Critical Care products, customers, systems, policies, and procedures;serves as a subject matter expert (SME).
• Advanced ERP system knowledge, including JDE and SAP.
• Ability to manage confidential information with discretion and professionalism.
• Proven ability to resolve complex and escalated customer issues while delivering positive outcomes.
• Strong organizational skills with the ability to prioritize competing demands while maintaining accuracy and attention to detail.
• Ability to work independently and collaboratively across departments, including training and mentoring team members.
• Supports leadership initiatives, process improvements, special projects, and system implementations while maintaining compliance with company policies and regulatory requirements.