Position Title: Sr Rep, Customer Service
Work Location: Irvine, CA 92606
Assignment Duration: 9 Months
Work Arrangement: Hybrid (onsite 3x per week during training; post-training shifts as detailed above)
Work Schedule:
This role is HYBRID and requires an onsite presence 3x per week.
During training, the expectation is that both hires will be on campus Monday–Wednesday from 8:00am to 4:30pm, with Thursday and Friday designated as work-from-home days.
Once training is completed, the roles will transition to the following shifts:
One agent: 5:00am – 1:30pm
One agent: 6:00am – 2:30pm
 
Position Summary:

• Our Senior Representatives will deliver excellent customer service to customers with elevated expectations! You will support our customers by instilling trust, driving results, and staying patient focused!
• The ability to change hats and work as a team and independently is essential to success.
• You are the first point of contact and will own the customer experience from start to finish.
• Each interaction will require the ability to follow our processes with speed and accuracy.
• The Organization is a performance-based organization that rewards diligent workers.

 
Background & Context:

• This role supports The Organization's hospital and sales rep customers through accurate management of orders, returns, billing, inventory adjustments, reconciliations, and FCAs/Recalls.

 
Key Responsibilities:

• Use of case management system to manage customer contacts and order detail with razor sharp accuracy
• Proactively track, resolve, and escalate order or cases in alignment with service excellence standards
• Place and monitor orders via phone, fax, and email for hospital and sales rep customers
• Orders translate to new orders, Returns, Billing, Inventory adjustments, reconciliations, and FCAs/Recalls.
• Own it! Proactively communicate backorders, order status, product availability, and missed deliverables
• Resolve complex issues via root cause analysis investigation, proposal of resolution, and resolution implementation with limited intervention
• Prioritize high work volumes from phones, email, case management, and faxes
• Become a SME (Subject Matter Experts) who can coach and train others
• Systematically process and transact consignment conversions & reconciliations
• Perform basic data analysis and generate reports for Sales, Customers, and Consignment Team
• Process customer returns and coordinate with Inventory Teams to ensure product is received
• Complete customer credits following documentation guidelines under SOX key controls
• Communicate regularly with Supply Chain Planning for inventory availability
• Perform at a level to meet and sustain department metrics and expectations

 
Qualification & Experience:

• H.S. Diploma is required
• Minimum of 4 years Customer Service Experience
• Excellent written and verbal communication, interpersonal and relationship building skills with focus on negotiating and persuasion
• Ability to work in a demanding environment
• Excellent Customer Service skills with ability to negotiate and resolve demanding situations
• Ability to build and maintain strong relationships across the organization to influence and achieve objectives
• Strong Time Management Skills with ability to prioritize competing objectives
• Must be able to work in a team environment with minimum supervision, this includes inter-departmental and cross-departmental business partners
• Demonstrates problem-solving and critical thinking skills
• Proficient in MS Office Suite
• Experience within an ERP software
• Ability to manage confidential information with discretion
• Strict attention to detail

Preferred Qualifications:

• Bachelor’s degree is preferred (BA/BS degree is necessary to promote within The Organization)
• Salesforce experience or CRM experience
• Proficient in JDE (ERP Software)

 
 
At SPECTRAFORCE, we are committed to maintaining a workplace that ensures fair compensation and wage transparency in adherence with all applicable state and local laws. This position’s starting pay is: $ 22.00/hr.