Customer Service Representative, Operations

Customer Service Representative, Operations

The Customer Service Representative, Operations is responsible for delivering exceptional customer service by serving as a key point of contact for customer inquiries, issue resolution, and transactional support. This role manages returns, shortages, overages, credits, debits, and product-related concerns while ensuring timely, accurate, and professional responses that support customer satisfaction and operational excellence.Acting as a liaison between customers and internal cross-functional teams—including Warehouse, Logistics, Quality Assurance, Finance, and Commercial Operations—this position investigates and resolves order discrepancies, product concerns, and service-related issues in accordance with company policies, regulatory requirements, contractual obligations, and service level expectations. The role requires strong problem-solving skills, attention to detail, customer empathy, and the ability to manage multiple priorities in a fast-paced, regulated environment.This is a hybrid position, and the selected candidate will be required to work onsite in the Lake Zurich, Illinois office 3 days a week.

Responsibilities

• Serve as a primary point of contact for customer inquiries received via phone, email, Salesforce.com, and other approved communication channels.
• Deliver professional, responsive, and customer-focused service by understanding customer needs and providing timely resolution to inquiries and issues.
• Process and manage customer returns in accordance with company policies, contractual requirements, and established timelines.
• Investigate customer-reported shortages by reviewing order documentation, shipment details, and supporting records; coordinate with internal stakeholders to resolve or dispute claims as appropriate.
• Research customer-reported overages by analyzing order history, shipping documentation, inventory transactions, and ERP system records.
• Partner with Warehouse, Logistics, Distribution, Finance, and other internal teams to reconcile discrepancies and drive timely issue resolution.
• Process customer credits and debits in accordance with company policies, financial controls, and approval requirements.
• Evaluate and resolve product-related concerns, including damages, product complaints, shipment issues, and quality excursions.
• Coordinate the timely reporting of customer complaints to Regional Quality Assurance and Product Complaints in accordance with internal procedures and compliance requirements.
• Issue appropriate customer credits related to validated product complaints or service issues while ensuring accuracy and customer satisfaction.
• Maintain complete and accurate documentation of customer claims, investigations, correspondence, and resolutions within ERP and CRM systems.
• Support compliance with applicable regulatory requirements, including DSCSA/EPCIS, and ensure proper handling of traceability-related customer transactions.
• Utilize internal systems, policies, and available resources to research inquiries and provide accurate information to customers.
• Escalate complex customer issues, compliance concerns, or service risks to appropriate internal stakeholders for resolution.
• Identify trends or recurring operational issues and communicate opportunities for process improvement to leadership.
• Meet established service level expectations, quality standards, and productivity goals.
• Completes all training requirements, including all department-specific, compliance training, etc.
• Ability to work flexible hours and weekends to meet business/customer needs.
• Participates in any and all reasonable work activities as assigned by management.

Requirements

• High school diploma or equivalent (Associates/Bachelor's degree preferred).
• 2+ years' related experience (preferably in customer service, customer operations, order management, supply chain support).
• Experience in a healthcare, pharmaceutical, medical device, distribution, manufacturing, or other regulated environment preferred.
• Experience managing returns, credits, debits, shortages, overages, claims, or customer issue resolution preferred.
• Familiarity with ERP, CRM, and case management systems (e.g., SAP, Salesforce.com, Oracle, or similar platforms).
• Knowledge of DSCSA/EPCIS requirements or pharmaceutical product traceability processes preferred.
• Strong analytical and problem-solving skills with attention to detail and accuracy.
• Excellent verbal and written communication skills with a professional and customer-focused approach.
• Demonstrated ability to prioritize and execute tasks in a dynamic environment.
• Strong interpersonal skills with the ability to collaborate cross-functionally across operations, quality, logistics, finance, and commercial teams.
• Demonstrated ability to exercise sound judgment, escalate issues appropriately, and maintain confidentiality when handling customer matters.
• Proficiency in Microsoft Office applications, including Excel, Outlook, and Word.
• Ability to maintain complete confidentiality and discretion in business relationships and exercise sound business judgment.
• Highest level of integrity and good judgment, with the ability to effectively deal with highly sensitive, confidential information.
• Ability to work flexible hours and weekends to meet business/customer needs.

We offer an excellent salary and benefits package including medical, dental and vision coverage, as well as life insurance, disability, 401K with company contribution, and wellness program.

Please note that joining our team does not create a guaranteed or permanent employment arrangement. All employment is at-will, meaning both the employee and Fresenius Kabi have the right to end the employment relationship at any time, in accordance with applicable federal and state laws.

Fresenius Kabi is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, citizenship, immigration status, disabilities, or protected veteran status.