Senior Customer Service Representative - Local Remote Only {177267}

Senior Customer Service Representative – Remote (Irvine, CA)

Pay Rate: $26.00–$30.00 per hour, depending on experience

Work Schedule: Remote; M - F: MUST be flexible to work 8 hours between 6 AM - 8 PM

Job Summary

The Senior Customer Service Representative provides high-quality customer service through relationship management, analytical problem-solving, and effective issue resolution. This role manages customer orders, returns, billing adjustments, inventory coordination, and consignment activities while ensuring accuracy, compliance, and customer satisfaction. The position also supports process improvements and provides guidance and training to team members.

Responsibilities

• Manage customer orders, returns, billing adjustments, recalls, and assignments for internal and external customers, ensuring timely resolution and customer satisfaction.
• Process and reconcile consignment conversions, analyze data, and prepare reports for Sales, customers, and consignment teams.
• Independently resolve complex and escalated customer service issues through root cause analysis and effective corrective actions.
• Process customer returns and track progress through product receipt and completion.
• Prepare and maintain documentation supporting customer credits in accordance with SOX controls.
• Partner with Supply Chain Planning to monitor inventory availability and proactively communicate potential impacts to customers and Sales Representatives.
• Coordinate with warehouse personnel regarding shipping changes, inventory cycle counts, and order fulfillment.
• Provide coaching, guidance, and on-the-job training to new employees and team members.
• Support continuous improvement initiatives, special projects, and process enhancements.
• Collaborate across departments to support operational efficiency, system implementations, and compliance with company policies and regulatory requirements.
• Handle confidential information with discretion and professionalism.

Requirements

• High school diploma or equivalent.
• Minimum of 5 years of experience in customer service, order management, or a related field.
• Experience working with ERP systems such as JDE, SAP, Oracle, or similar platforms.
• Ability to independently manage complex customer issues and prioritize competing demands in a high-volume environment.
• Strong organizational skills and attention to detail.

Preferred Qualifications

• Proficiency in Microsoft Office, particularly Excel.
• Advanced ERP system knowledge, including JDE and SAP.
• Knowledge of Critical Care products, customers, systems, policies, and procedures.
• Strong written and verbal communication skills, relationship management, and cross-functional collaboration abilities.
• Demonstrated analytical thinking, problem-solving, and decision-making skills.
• Experience training and mentoring team members.
• Ability to support leadership initiatives, process improvements, special projects, and system implementations.

Work Arrangement

• Remote position supporting Pacific Time Zone business hours.
• Candidates must be able to work the required PST schedule.

If you are interested, please reach out to Chin Yang at A-Line Staffing.