Senior Customer Service Representative

Location: Orange County, CA

Duration: 9 month contract

Pay: 20-25 USD per hour

Position Summary

The Senior Customer Service Representative is responsible for delivering high-quality customer support to customers with elevated service expectations. As the first point of contact, this role owns the customer experience from start to finish, ensuring timely, accurate, and professional handling of customer inquiries, orders, returns, billing issues, and product-related concerns.

This position requires strong problem-solving skills, attention to detail, and the ability to manage high volumes of work across phone, email, fax, and case management systems. The ideal candidate will be customer-focused, process-driven, and capable of working both independently and collaboratively in a fast-paced environment.

Work Schedule & Onsite Requirements

Hybrid Schedule: This role requires onsite presence 3 days per week.

Training Schedule

• Onsite Monday – Wednesday
• 8:00 AM – 4:30 PM
• Thursday and Friday will be work-from-home days

Post-Training Shifts

After training is completed, the roles will transition to one of the following schedules:

• Shift 1: 5:00 AM – 1:30 PM
• Shift 2: 6:00 AM – 2:30 PM

Key Responsibilities

Customer Order & Case Management

• Use case management systems to manage customer contacts, orders, and case details with a high level of accuracy.
• Place and monitor customer orders received via phone, fax, and email for hospital and sales representative customers.
• Process and manage:
  • New orders
  • Returns
  • Billing transactions
  • Inventory adjustments
  • Reconciliations
  • FCAs/Recalls
• Proactively communicate order status, backorders, product availability, and missed deliverables to customers.

Issue Resolution & Customer Support

• Investigate and resolve complex customer issues through root cause analysis and implementation of solutions with limited supervision.
• Track, resolve, and escalate orders or customer cases in alignment with service excellence standards.
• Prioritize and manage a high volume of activity across phones, emails, case management systems, and faxes.
• Provide excellent customer service while handling demanding or sensitive situations professionally.

Operational & Administrative Support

• Process customer returns and coordinate with Inventory teams to ensure product receipt.
• Complete customer credits in accordance with documentation guidelines and SOX key controls.
• Perform consignment conversions and reconciliations.
• Generate reports and perform basic data analysis for Sales, Customers, and Consignment teams.
• Communicate regularly with Supply Chain Planning regarding inventory availability.

Team Support & Continuous Improvement

• Serve as a Subject Matter Expert (SME) and support coaching and training of other team members.
• Build and maintain strong working relationships across departments and business partners.
• Support departmental metrics, performance goals, and service expectations.
• Contribute to process consistency, efficiency, and high-quality customer experience delivery.

Required Qualifications

Education

• High School Diploma or equivalent required.

Experience

• Minimum of 4 years of customer service experience.
• Experience working in a fast-paced, high-volume customer support environment.
• Experience using ERP systems.
• Proficiency with Microsoft Office Suite.

Skills & Competencies

• Excellent written and verbal communication skills.
• Strong interpersonal, negotiation, and relationship-building skills.
• Strong problem-solving and critical thinking abilities.
• Ability to prioritize competing demands and manage time effectively.
• Ability to work independently with minimal supervision while collaborating effectively across teams.
• Strong attention to detail and ability to handle confidential information with discretion.
• Ability to influence and build relationships across departments and organizational levels.

Preferred Qualifications

• Bachelor’s degree preferred.
• Experience with Salesforce or other CRM systems.
• Experience using JDE (JD Edwards) ERP software.

Ideal Candidate Profile

The ideal candidate is an experienced customer service professional with a background in order management, case management, or customer operations in a regulated, healthcare, medical device, or supply chain environment. They are highly organized, detail-oriented, and comfortable managing complex customer issues, order processing, and cross-functional communication while maintaining a high standard of service.

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