Senior Customer Service Representative (United States)

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

• A high school diploma and minimum of 4 years of experience in related field. Combined years of experience and education will be considered.
• Strong working knowledge of ordering processing systems, CRM platforms, and ERP systems.
• Experience in regulated industry (medical device, healthcare, pharmaceutical) preferred.
• Travel domestically up to 5%.