Senior Customer Service Representative

Job Title Pay Range: $20.50hr - $25.50hr Requirement/Must Have: H.S. Diploma is required. Minimum of 4+ years Customer Service Experience. Excellent written and verbal communication, interpersonal and relationship building skills with focus on negotiating and persuasion. Ability to work in a demanding environment. Excellent Customer Service skills with ability to negotiate and resolve demanding situations. Ability to build and maintain strong relationships across the organization to influence and achieve objectives. Strong Time Management Skills with ability to prioritize competing objectives. Must be able to work in a team environment with minimum supervision, this includes inter-departmental and cross-departmental business partners. Demonstrates problem-solving and critical thinking skills. Proficient in MS Office Suite. Experience within an ERP software. Ability to manage confidential information with discretion. Strict attention to detail. Responsibilities: Use of case management system to manage customer contacts and order detail with razor sharp accuracy. Proactively track, resolve, and escalate order or cases in alignment with service excellence standards. Place and monitor orders via phone, fax, and email for hospital and sales rep customers. Orders translate to new orders, Returns, Billing, Inventory adjustments, reconciliations, and FCAs/Recalls. Own it! Proactively communicate backorders, order status, product availability, and missed deliverables. Resolve complex issues via root cause analysis investigation, proposal of resolution, and resolution implementation with limited intervention. Prioritize high work volumes from phones, email, case management, and faxes. Become a SME (Subject Matter Expert) who can coach and train others. Systematically process and transact consignment conversions & reconciliations. Perform basic data analysis and generate reports for Sales, Customers, and Consignment Team. Process customer returns and coordinate with Inventory Teams to ensure product is received. Complete customer credits following documentation guidelines under SOX key controls. Communicate regularly with Supply Chain Planning for inventory availability. Perform at a level to meet and sustain department metrics and expectations. Nice to Have: Bachelors degree is preferred (BA/BS degree is necessary to promote within the organization). Salesforce experience or CRM experience. Proficient in JDE (ERP Software).