Senior Representative, Customer Service Operations
4 weeks ago
The Senior Representative, Customer Service Operations is responsible for delivering exceptional customer service and managing customer accounts while providing sales support to field sales representatives. This role involves establishing, maintaining, and enhancing customer relationships through effective contract administration, timely order fulfillment, and providing exemplary customer support.
Key Responsibilities- Provide outstanding customer service and support improvements in operational execution to ensure service levels are achieved and exceeded.
- Manage customer account activity, including customer order fulfillment, customer backorders/substitutes, product change requests, new/lost business submissions, and coordinating customer questions/issues.
- Provide outsourced services to customers relating to invoicing, reimbursement, and/or other services by acting as a liaison in problem-solving, research, and problem/dispute resolution.
- Collect and review customer feedback, complaints, recalls, and product returns, working closely with Quality and Regulatory teams.
- Identify customer trends and challenges/opportunities to develop potential alternatives to support business, operational efficiency, and develop new customer opportunities.
- Support process improvement initiatives, including opportunities for optimizing inventory levels, suppliers, and operational performance, cost control, and profitability, and ultimately customer service.
- Build strong relationships with key business stakeholders (Supply Chain, Finance, Operations, Marketing, and Commercial) to work in a collaborative approach for improved customer service.
- Communicate with customers regarding their needs, questions, and concerns and help troubleshoot equipment issues as necessary.
- Manage cases regarding reporting, backorders, customer complaints, and pricing and process product complaint and incident reports.
- 1-3 years of experience preferred.
- Must live within a 1-hour radius of LaVergne, TN.
- High School Diploma, GED, or technical certification in a related field or equivalent experience preferred.
- Medical, dental, and vision coverage.
- Paid time off plan.
- Health savings account (HSA).
- 401k savings plan.
- Access to wages before payday with myFlexPay.
- Flexible spending accounts (FSAs).
- Short- and long-term disability coverage.
- Work-Life resources.
- Paid parental leave.
- Healthy lifestyle programs.
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