Customer Service Representative I

Job Responsibilities:

• Resolve order management holds daily.
• Coordinate with internal departments to resolve order status, product, production, delivery, and billing inquiries.
• Support continuous improvement initiatives within the department.
• Apply best practices and business knowledge to meet and exceed service levels.
• Generate daily, monthly, and quarterly reports using BI, Oracle, and other systems.
• Act as a liaison between Customer Service, Supply Chain, IT, and external vendors.
• Partner with the Quality Team during the recall process.
• Collaborate with the Corporate Complaints team according to complaint procedures.
• Serve as an escalation point and support BPO cross-over tasks.
• Manage return procedures according to the Gatekeeper process.
• Process extended service agreements.
• Track and resolve complex system-related issues.
• Mentor and train BPO representatives.
• Achieve department goals, KPIs, and service expectations.
• Support additional projects and responsibilities as assigned.
• Adhere to company core values and policies.
• Maintain availability as an essential employee, including company holidays and remote work during office closures.
• Perform required in-office responsibilities.

Skills:

• Knowledge of EDI systems (GHX, GFax, etc.) preferred.
• Experience with SAP, Salesforce, Oracle, and Microsoft Teams.
• Strong verbal and written communication skills.
• Proficiency with Microsoft 365, including Outlook, Word, and Teams.
• Experience with Salesforce and Oracle preferred.
• Experience using Microsoft Teams and Zoom required.
• Ability to identify technical issues and troubleshoot effectively.
• Strong customer service skills.
• Excellent problem-solving and decision-making abilities.
• Strong attention to detail.
• Critical thinking and analytical skills.
• Ability to adapt to changing business needs.
• Ability to work independently and collaboratively in a fast-paced environment.

Education/Experience:

• Minimum High School diploma required.
• Associate degree preferred.
• Bachelor’s degree preferred.
• Minimum 2–3 years of experience in customer service, technology, retail, or related customer service functions.
• 3+ years of experience in customer service, accounting, finance, or information systems preferred.
• Experience working in manufacturing, medical device, or pharmaceutical industries preferred.
• Knowledge of Life Sciences products, services, and business operations is a plus.
• Ability to communicate effectively with customers, employees, management, and cross-functional teams.
• Ability to manage multiple priorities while maintaining quality standards.
• Ability to accept increasing responsibility and grow with organizational needs.