Senior Customer Care Representative

Breg; Carlsbad (CA); On-site; USD 33,000 - 43,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Disability insurance

Life insurance

PTO & holidays

Career growth

Diversity & Inclusion

Job summary

Breg in Carlsbad, CA seeks a Senior Customer Care Representative to support new hires, manage orders, returns, and product substitutions across channels. You will liaise with production planning, supply chain, and product management to ensure accurate pricing, SLA adherence, and patient-focused service.

You’ll deepen product knowledge, handle escalations, and drive process improvements to enhance the customer experience. HIPAA training is required.

Qualifications

• Associate degree or an equivalent combination of education and experience is preferred.
• 5+ years of customer service experience in a customer care role is required. Experience in a senior customer care role is preferred.
• 4+ years’ experience including ERP, CRM, eCommerce, remote telephony platforms, logistics, and manufacturing background is required.
• Comprehension of basic human anatomy related to orthopedic bracing is required.
• Computer proficient to include MS Outlook, Word, and Power Point capabilities. Technical competence includes the ability to learn new software and systems.
• Experience with Oracle, CRM, and Power BI is preferred.
• Advanced website agility and selling skills are required.
• A passion for innovation and a commitment to Breg’s mission to Keep Moving Forward.

Responsibilities

• Supports new hires with ongoing training including advanced product and process knowledge, telephony soft-skills, and new software adaptation and proficiency.
• Supports the customer care team via multiple channels regarding customer inquiries such as order management, product substitution, returns, and custom bracing through Outlook, eCommerce, and EDI, while maintaining OTIF SLA’s
• Consistently meets or exceeds productivity standards such as overall accuracy, maintaining SLA’s, advanced backorder and backlog order management supporting on time order fulfilment.
• Works as liaison between customer care and other business partners such as production planning, supply chain, logistics, distribution centers, and product management.
• Ensures quality assurance including pricing, approvals, and accuracy while managing customer returns.
• Drives process improvement by identifying gaps and collaborating with various departments to deliver a seamless and effortless customer experience.
• Champions the customer’s experience by managing urgent issues and offering tailored solutions.
• Attends annual required HIPAA training and maintains strict compliance with the healthcare privacy code.
• Manages special projects and assignments provided by the leadership team in support of the department and company goals effectively and efficiently.
• Responsible for behaving in a professional manner both internally and externally in relationships that positively impact the company's reputation and comply with the company's policies and practices. Responsible for being accountable and committed to demonstrating Breg’s cultural beliefs and achieving the key results of the company.
• Responsible for promoting Breg's culture within the organization using established tools such as storytelling, providing focused feedback, and recognition. The performance of the position is aligned with the culture of commitment and accountability, following the steps of: See it, Own it, Solve it, and Do it.
• Collaborate with cross-functional teams to drive excellence in patient care and business solutions.

Skills

Customer service

Communication

Education

Associate degree

Tools

ERP

CRM

eCommerce

Remote telephony platforms

Logistics

Manufacturing background

Oracle

Power BI

Job description

Join Our Team and Keep Moving Forward with Breg!

At Breg, we are dedicated to advancing orthopedic solutions that enhance the lives of patients and support healthcare professionals. As a leader in the orthopedic industry, we provide innovative products, consulting, technology, and services that help people move forward with confidence. We are currently seeking a Senior Customer Care Representative to join our team in Carlsbad, CA. If you thrive in a dynamic environment where innovation and impact go hand in hand, this is the opportunity for you.

Who You Are

You are a forward-thinking professional who values collaboration, innovation, and making a meaningful difference. You bring expertise in demonstrating ownership and accountability, the ability to communicate effectively and are eager to contribute to a team that is committed to delivering exceptional patient outcomes.

What You’ll Do

As a Senior Customer Care Representative, you will:

• Supports new hires with ongoing training including advanced product and process knowledge, telephony soft-skills, and new software adaptation and proficiency.
• Supports the customer care team via multiple channels regarding customer inquiries such as order management, product substitution, returns, and custom bracing through Outlook, eCommerce, and Electronic Data Interchange (EDI), while maintaining On-Time In Full (OTIF) Service Level Agreements (SLA’s)
• Consistently meets or exceeds productivity standards such as overall accuracy, maintaining SLA’s, advanced backorder and backlog order management supporting on time order fulfilment.
• Works as liaison between customer care and other business partners such as production planning, supply chain, logistics, distribution centers, and product management.
• Ensures quality assurance including pricing, approvals, and accuracy while managing customer returns.
• Applies basic understanding of human anatomy to provide quality orthopedic solutions to elevate patient care and ensures product knowledge is up to date.
• Drives process improvement by identifying gaps and collaborating with various departments to deliver a seamless and effortless customer experience.
• Champions the customer’s experience by managing urgent issues and offering tailored solutions.
• Attends annual required Health Insurance Portability and Accountability Act (HIPAA) training and maintains strict compliance with the healthcare privacy code.
• Manages special projects and assignments provided by the leadership team in support of the department and company goals effectively and efficiently.
• Responsible for behaving in a professional manner both internally and externally in relationships that positively impact the company's reputation and comply with the company's policies and practices. Responsible for being accountable and committed to demonstrating Breg’s cultural beliefs and achieving the key results of the company.
• Responsible for promoting Breg's culture within the organization using established tools such as storytelling, providing focused feedback, and recognition. The performance of the position is aligned with the culture of commitment and accountability, following the steps of: See it, Own it, Solve it, and Do it.
• Collaborate with cross-functional teams to drive excellence in patient care and business solutions.

What You Bring

• Associate degree or an equivalent combination of education and experience is preferred.
• 5+ years of customer service experience in a customer care role is required. Experience in a senior customer care role is preferred.
• 4+ years’ experience including Enterprise Resource Planning (ERP), Customer Relationship Management (CRM), eCommerce, remote telephony platforms, logistics, and manufacturing background is required.
• Comprehension of basic human anatomy related to orthopedic bracing is required.
• Computer proficient to include web browser/internet search, MS Outlook, Word, and Power Point capabilities. Technical competence includes the ability to learn new software and systems.
• Experience with Oracle, CRM, and Power Business Intelligence (BI) is preferred.
• Advanced website agility and selling skills are required.
• A passion for innovation and a commitment to Breg’s mission to Keep Moving Forward.

Why Breg?

At Breg, we invest in our people and culture. We offer:

• Comprehensive Benefits: Medical, dental, vision, disability, and life insurance, effective the first of the month after hire.
• Work-Life Balance: Paid Time Off (PTO) and company-paid holidays.
• Growth & Development: Opportunities for professional advancement within a company that values your contributions.
• Commitment to Diversity & Inclusion: Breg is proud to be an Equal Employment Opportunity employer, fostering a diverse and inclusive workplace.
• For more information regarding Company benefits, please see https://www.breg.com/benefits

Compensation

Salary Range: $24.00-$31.00 USD hourly. Actual compensation is determined by factors such as experience, skills, and business needs. This range reflects the minimum and maximum target range for new hire base salary/pay across all US locations. Actual pay is based on many factors unique to each candidate, including but not limited to geographical location, work experience, skill set, relevant trainings and certifications, and business needs. The base pay range is subject to change and may be modified in the future. This role may also be eligible for a bonus.

Work hours are 8:30AM-5:00PM PST.

Breg is an Equal Employment Opportunity Employer and dedicated to a diverse work force and Drug Free work environment. EOE/Minorities/Females/Vet/Disabled are encouraged to apply.

Applicants must be currently authorized to work in the United States on a full-time basis. The Company will not sponsor applicants for work visas for this position.