Customer Care Rep 3

Job Description

Job Description

Job details:

Job title: Senior Customer Service Representative
Duration: 6+ months of contract

Location: 17200 Laguna Canyon Road, Irvine California 92618

 

 

JOB DESCRIPTION

Senior Customer Service Representative

Provides exceptional customer service support by leveraging strong relationship management, problem-solving, and analytical skills to ensure high quality customer experience.

 

How You Will Make an Impact

• Manage and monitor customer orders, returns, billing adjustments, recalls, and assignments for both internal and external customers, ensuring timely resolution and high customer satisfaction.
• Process and reconcile consignment conversions, perform data analysis, and generate reports for Sales, customers, and consignment teams.
• Independently resolve complex customer service issues by conducting root cause analysis and implementing effective solutions.
• Process customer returns and monitor completion through product receipt.
• Prepare and maintain documentation supporting customer credits in compliance with SOX controls.
• Partner with Supply Chain Planning to monitor inventory availability and proactively communicate impacts to customers and Sales Representatives.
• Coordinate with warehouse personnel regarding shipping changes, inventory cycle counts, and order fulfillment activities.
• Provide coaching, guidance, and on the job training to team members and new employees.
• Support continuous improvement initiatives and contribute to enhanced customer service processes.

What You'll Need (Required)

• High School Diploma or equivalent.
• Minimum of 5 years of customer service, order management, or related experience.
• Experience working with ERP systems (e.g., JDE, SAP, Oracle, or similar).

What Else We Look For (Preferred)

• Proficiency in Microsoft Office Suite, particularly Excel.
• Strong written and verbal communication skills with the ability to build relationships and influence outcomes.
• Demonstrated problem solving, critical thinking, and decision making abilities.
• Experience working in a fast paced, high-volume environment.
• Advanced knowledge of Critical Care products, customers, systems, policies, and procedures; serves as a subject matter expert (SME).
• Advanced ERP system knowledge, including JDE and SAP.
• Ability to manage confidential information with discretion and professionalism.
• Proven ability to resolve complex and escalated customer issues while delivering positive outcomes.
• Strong organizational skills with the ability to prioritize competing demands while maintaining accuracy and attention to detail.
• Ability to work independently and collaboratively across departments, including training and mentoring team members.
• Supports leadership initiatives, process improvements, special projects, and system implementations while maintaining compliance with company policies and regulatory requirements.

 

 

\nCompany Description

LanceSoft is rated as one of the largest staffing firms in the US by SIA. Our mission is to establish global cross-culture human connections that further the careers of our employees and strengthen the businesses of our clients. We are driven to use the power of our global network to connect businesses with the right people, and people with the right businesses without bias. We provide Global Workforce Solutions with a human touch.

Company Description

LanceSoft is rated as one of the largest staffing firms in the US by SIA. Our mission is to establish global cross-culture human connections that further the careers of our employees and strengthen the businesses of our clients. We are driven to use the power of our global network to connect businesses with the right people, and people with the right businesses without bias. We provide Global Workforce Solutions with a human touch.