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Rep 3, Customer Care

Lancesoft

  • Irvine, CA
  • 5 days ago
  • Remote
  • $28

Highlights

Provides exceptional customer service support by leveraging strong relationship management, problem-solving, and analytical skills to ensure high quality customer experience. Manage and monitor customer orders, returns, billing adjustments, recalls, and assignments for both internal and external customers, ensuring timely resolution and high customer satisfaction.

Numbers & Facts

LocationIrvine, CA (
Remote
)
IndustryStaffing/Employment Agencies
Salary$28
Company Size2,000 to 2,499 employees
Year Founded2000
Websitehttp://www.lancesoft.com/

Description


Job Title: Senior Customer Service Representative
Location: Remote

Job Description:

Provides exceptional customer service support by leveraging strong relationship management, problem-solving, and analytical skills to ensure high quality customer experience.

How You Will Make an Impact
  • Manage and monitor customer orders, returns, billing adjustments, recalls, and assignments for both internal and external customers, ensuring timely resolution and high customer satisfaction.
  • Process and reconcile consignment conversions, perform data analysis, and generate reports for Sales, customers, and consignment teams.
  • Independently resolve complex customer service issues by conducting root cause analysis and implementing effective solutions.
  • Process customer returns and monitor completion through product receipt.
  • Prepare and maintain documentation supporting customer credits in compliance with SOX controls.
  • Partner with Supply Chain Planning to monitor inventory availability and proactively communicate impacts to customers and Sales Representatives.
  • Coordinate with warehouse personnel regarding shipping changes, inventory cycle counts, and order fulfillment activities.
  • Provide coaching, guidance, and on the job training to team members and new employees.
  • Support continuous improvement initiatives and contribute to enhanced customer service processes.


What You'll Need (Required)
  • High School Diploma or equivalent.
  • Minimum of 5 years of customer service, order management, or related experience.
  • Experience working with ERP systems (e.G., JDE, SAP, Oracle, or similar).



What Else We Look For (Preferred)
  • Proficiency in Microsoft Office Suite, particularly Excel.
  • Strong written and verbal communication skills with the ability to build relationships and influence outcomes.
  • Demonstrated problem solving, critical thinking, and decision making abilities.
  • Experience working in a fast paced, high-volume environment.
  • Advanced knowledge of Critical Care products, customers, systems, policies, and procedures;serves as a subject matter expert (SME).
  • Advanced ERP system knowledge, including JDE and SAP.
  • Ability to manage confidential information with discretion and professionalism.
  • Proven ability to resolve complex and escalated customer issues while delivering positive outcomes.
  • Strong organizational skills with the ability to prioritize competing demands while maintaining accuracy and attention to detail.
  • Ability to work independently and collaboratively across departments, including training and mentoring team members.
  • Supports leadership initiatives, process improvements, special projects, and system implementations while maintaining compliance with company policies and regulatory requirements


About Company

We are a $125 Million, NMSDC-certified Minority & Woman owned Workforce Solutions Company headquartered in the DC metro area with presence across US with global presence - Canada, Mexico, India, UK, Malaysia, Indonasia, Hongkong, Singapore, UAE. We are specialized in providing Workforce Solutions, SOW project delivery, Engineering Solutions, Creative Services. We currently support 100+ Fortune companies globally and across multiple industry segments. We are currently supporting several massive programs across industry segment nationally/globally (Intel, Ally, AMD, QUALCOMM, Morgan Stanley, Kraft/ Mondelez, MNP, Amdocs, Dell, SanDisk, Medtronic, Becton Dickinson, GE, Lockheed Martin, UTC, L-3 Communications, Caterpillar, BMW, Mercedes Benz, National Grid, Dominion, Energy Future Holdings, PSEG, 3M, Fidelity, Aetna, Humana, Johnson & Johnson, Pfizer, Merck etc). 

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender, identity, national origin, disability, or protected veteran status.

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