Sr. Customer Service Rep

  • Location
    Irvine, California
  • Job type
    Contract/Temp to Hire
  • Salary
    $ 17 - $ 20 / Hour
  • Category
    Call Center & Customer Service - Customer Service

Sr. Customer Service Representative 

Location: Irvine, CA

Shift: 8AM-4:30PM

Pay Rate: $17-$20

Temp-to-hire

 

Adecco is assisting a local client in Irvine, CA to help source for a Sr. Customer Service Representative. The client is in the medical device production industry. This candidate will perform Customer Service duties as well as some Warehouse duties. If you believe you meet the qualifications listed below, Apply Now! 

 

Summary:

Completes a wide variety of assignments under general supervision within the scope of medical device customer service established guidelines. These assignments include providing customers with established pricing, delivery, and product information, kitting orders received for shipment, and following established guidelines to receive and answer customer questions, comments, or complaints. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, abilities and physical demands required.  

 

Responsibilities:

- Interface with other Company departments as required.

- Acts as a liaison between the customer and other departments in the company as requested.

- Pull items from inventory and record their lot numbers on kit lists or packing slips when needed.

- Assist other departments, such as regulatory affairs, quality, field service, sales, inventory, shipping/receiving, marketing, administration, and accounting as requested.

- Maintain the integrity of company confidential, proprietary, or trade secret information by not sharing that information with anyone that is not an employee of the company.

- Maintain professional and technical knowledge by continuing education.

- Perform other responsibilities as assigned

 

Job Duties: 

- Receives and/or initiates customer contact by phone, fax, e-mail, or other methods regarding customer inquiries, customer orders and customer complaints in a timely manner according to established guidelines and procedures.

- Performs various customer service activities according to established guidelines and procedures, including but not limited to answering incoming calls and other forms of contact for customer service, handling customer inquiries, informing customer of established charges for products and/or services requested, determining customers’ credit status and availability, accepting incoming customer orders, determining language and location shipment availability, performing computer database input, filling out customer purchase contracts, preparing paperwork for product shipment, and pulling ordered items from inventory to provide to the shipping department.

- Makes changes or corrections to customer account information based upon shipments, customer changes of address, customer information, and other factors.

- Responds to customer inquiries and orders that require deviation from standards guidelines and procedures under supervision of department head.

- Adapt to situations that may require out of the ordinary responses or extensive marketing activities; for example, promotion and selling of products and/or services, providing marketing materials, and promoting substitutes for requested products and/or services using established guidelines.

- Performs various customer complaint activities, including but not limited to gathering information regarding customer complaints and returns per applicable guidelines and procedures, assignment of complaint numbers, customer complaint correspondence, paper file composition, tracking and reporting status of open complaints, computer database maintenance and following through with various follow-up and closing activities under the supervision of the Head of Regulatory Affairs and Quality.

- Perform various customer return activities including addressing customer concerns such as billing or services rendered, issuing appropriate return authorization numbers, informing customer of restocking charges, and issuing order cancellations.

- Within established guidelines, resolves customer requests for adjustments in orders and billing, obtaining upper management approval for any customer requests outside established guidelines

 

Requirements:

- High School Diploma or equivalent, Associate's or Bachelor's degree preferred 

- 2-3 years of customer service experience required, preferably in the medical device industry

 

Skills:

- Professional and positive demeanor; ability to work well with people in a variety of complex situations

- Excellent verbal and written communication skills

- Excellent organizational and interpersonal skills

- Working knowledge of word processing, spreadsheets, database software

- Hands-on, self-starter with the ability and willingness to learn complex subjects with a minimum of instruction and/or supervision



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Reference number US_EN_99_020460_11924000