Senior Customer Service Representative (United States)

Senior Customer Service Representative

When you join the team at Cordis, you become part of an inspiring mission to save lives, impacting millions of people and broadening access to life-saving cardiovascular and endovascular technology. As a global leader for over 60 years, we are dedicated to being the heart of innovation to transform cardiovascular care. At Cordis, we're teammates, not just employees. We embrace an empowered and one-team culture where teammates are inspired to unleash their full potential. With diverse teams on a global scale, we believe the richness of our experiences and backgrounds enhances the careers of our teammates, the service to our customers, and ultimately, the lives of our patients. If you love a challenge and are ready to have a direct, transformative and positive impact on the lives of millions, then Cordis is just the place for you. We are the people behind the people who keep saving lives.

Job Summary: The Senior Customer Service Representative serves as a subject matter expert within the Customer Support team, providing advanced support to healthcare professionals, patients, and internal partners. This role handles complex customer inquiries, resolves escalated issues, and exercises independent judgment in decision-making. In addition to managing high-volume interactions, the Senior Representative supports process improvement initiatives, mentors junior team members, and partners cross-functionally to ensure exceptional service delivery and compliance with industry regulations. This role plays a critical part in maintaining service excellence and driving operational efficiency.

Responsibilities:

• Handle complex and escalated customer inquiries related to orders, billing, product availability, delivery discrepancies, and regulatory requirements.
• Independently investigate and resolve moderately complex issues, exercising sound judgment and decision-making.
• Serve as a subject matter expert for systems, processes, and product knowledge within the Customer Support team.
• Act as an escalation point for junior representatives and provide guidance on issue resolution.
• Process advanced order types, returns, credits, and exception cases with accuracy and compliance.
• Partner cross-functionally with Sales, Supply Chain, Quality, Finance, and Regulatory teams to resolve customer concerns.
• Ensure adherence to service-level agreements (SLAs) while maintaining a high standard of customer experience.
• Identify trends or recurring issues and recommend process improvements to leadership.
• Assist with onboarding and informal coaching of new team members.
• Maintain compliance with company policies, quality standards, and industry regulations.

Qualifications: High school diploma and minimum of 4 years of experience in related field. Combined years of experience and education will be considered.