Customer Service Representative, Operations

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.
• Coincide with 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.
• 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.

Requirements

• A 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.