Rep 3, Customer Care

Position : Senior Customer Service Representative Location : Irvine, CA Job Summary The Senior Customer Service Representative provides exceptional customer service by using strong relationship management, problem-solving, and analytical skills to deliver a high-quality customer experience. The role manages orders, returns, billing adjustments, recalls, and consignment activity for internal and external customers, and supports continuous improvement of customer service processes. Roles And Responsibilities Manage and monitor customer orders, returns, billing adjustments, recalls, and assignments, ensuring timely resolution and high customer satisfactionProcess and reconcile consignment conversions, analyze data, and generate reports for Sales, customers, and consignment teamsResolve complex customer service issues independently through root cause analysis and effective solutionsProcess customer returns and track them through product receiptPrepare and maintain documentation for customer credits in compliance with SOX controlsWork with Supply Chain Planning to monitor inventory availability and tell customers and Sales Representatives about any impactsCoordinate with warehouse personnel on shipping changes, inventory cycle counts, and order fulfilmentCoach and guide team members, and provide on-the-job training to new employeesSupport continuous improvement initiatives, process improvements, special projects, and system implementations Experience Minimum 5 years of customer service, order management, or related experienceExperience with ERP systems (e.g., JDE, SAP, Oracle, or similar)Experience in a fast-paced, high-volume environment (preferred)Advanced ERP knowledge, including JDE and SAP (preferred)Advanced knowledge of Critical Care products, customers, systems, policies, and procedures, serving as a subject matter expert (preferred)Experience resolving complex and escalated customer issues with positive outcomes (preferred) Key Skills Relationship management and customer serviceProblem solving, critical thinking, and decision makingData analysis and reportingRoot cause analysisERP systemsMicrosoft Office Suite, especially Excel (preferred)Written and verbal communication, with the ability to build relationships and influence outcomes (preferred)Organization, prioritization, and attention to detail (preferred)Working independently and across departments, including training and mentoring (preferred) Eligibility And Qualifications High school diploma or equivalentAvailability to work remotely during PST hoursAbility to handle confidential information with discretion and professionalism (preferred)Compliance with company policies and regulatory requirements, including SOX controls