Senior Customer Service Representative

MillenniumSoft Inc; Irvine (CA); On-site; USD 36,000 - 47,000; Full time

Job summary

MillenniumSoft Inc. seeks a Senior Customer Service Representative in Irvine, CA to manage orders, returns, billing adjustments, and consignment activity, while supporting process improvements.

You will analyze data to generate reports for Sales and consignment teams and resolve complex issues with root-cause analysis. The role requires at least 5 years in customer service or order management, and experience with ERP systems like JDE, SAP, or Oracle.

Qualifications

• Minimum 5 years of customer service, order management, or related experience.
• Experience with ERP systems (e.g., JDE, SAP, Oracle, or similar).
• Experience in a fast-paced, high-volume environment (preferred).
• Advanced ERP knowledge, including JDE and SAP (preferred).
• Advanced knowledge of Critical Care products, customers, systems, policies, and procedures, serving as a subject matter expert (preferred).
• Experience resolving complex and escalated customer issues with positive outcomes (preferred).

Responsibilities

• Manage and monitor customer orders, returns, billing adjustments, recalls, and assignments, ensuring timely resolution and high customer satisfaction.
• Process and reconcile consignment conversions, analyze data, and generate reports for Sales, customers, and consignment teams.
• Resolve complex customer service issues independently through root cause analysis and effective solutions.
• Process customer returns and track them through product receipt.
• Prepare and maintain documentation for customer credits in compliance with SOX controls.
• Work with Supply Chain Planning to monitor inventory availability and tell customers and Sales Representatives about any impacts.
• Coordinate with warehouse personnel on shipping changes, inventory cycle counts, and order fulfilment.
• Coach and guide team members, and provide on-the-job training to new employees.
• Support continuous improvement initiatives, process improvements, special projects, and system implementations.

Skills

Relationship management

Customer service

Problem solving

Data analysis

Root cause analysis

Excel

Written communication

Verbal communication

Organizational skills

Cross-functional collaboration

Education

High school diploma or equivalent

Tools

ERP systems (JDE, SAP, Oracle)

Job description

Position : Senior Customer Service Representative

Location : Irvine, CA

Pay Rate: $30/hr

Job Summary

The Senior Customer Service Representative provides exceptional customer service by using strong relationship management, problem-solving, and analytical skills to deliver a high-quality customer experience. The role manages orders, returns, billing adjustments, recalls, and consignment activity for internal and external customers, and supports continuous improvement of customer service processes.

Roles And Responsibilities

• Manage and monitor customer orders, returns, billing adjustments, recalls, and assignments, ensuring timely resolution and high customer satisfaction
• Process and reconcile consignment conversions, analyze data, and generate reports for Sales, customers, and consignment teams
• Resolve complex customer service issues independently through root cause analysis and effective solutions
• Process customer returns and track them through product receipt
• Prepare and maintain documentation for customer credits in compliance with SOX controls
• Work with Supply Chain Planning to monitor inventory availability and tell customers and Sales Representatives about any impacts
• Coordinate with warehouse personnel on shipping changes, inventory cycle counts, and order fulfilment
• Coach and guide team members, and provide on-the-job training to new employees
• Support continuous improvement initiatives, process improvements, special projects, and system implementations

Experience

• Minimum 5 years of customer service, order management, or related experience
• Experience with ERP systems (e.g., JDE, SAP, Oracle, or similar)
• Experience in a fast-paced, high-volume environment (preferred)
• Advanced ERP knowledge, including JDE and SAP (preferred)
• Advanced knowledge of Critical Care products, customers, systems, policies, and procedures, serving as a subject matter expert (preferred)
• Experience resolving complex and escalated customer issues with positive outcomes (preferred)

Key Skills

• Relationship management and customer service
• Problem solving, critical thinking, and decision making
• Data analysis and reporting
• Root cause analysis
• ERP systems
• Microsoft Office Suite, especially Excel (preferred)
• Written and verbal communication, with the ability to build relationships and influence outcomes (preferred)
• Organization, prioritization, and attention to detail (preferred)
• Working independently and across departments, including training and mentoring (preferred)

Eligibility And Qualifications

• High school diploma or equivalent
• Availability to work remotely during PST hours
• Ability to handle confidential information with discretion and professionalism (preferred)
• Compliance with company policies and regulatory requirements, including SOX controls