Sr. Representative, Customer Service
ENC - ElDorado National California Inc., Riverside, California, United States, 92504
Overview
Job Summary
The Senior Representative, Customer Service supports critical daily operations within the Customer Service organization, with an emphasis on after‑hours customer availability, operational reporting, trend analysis, and process documentation. This senior individual contributor provides advanced support for urgent customer needs, maintains key performance and backlog reporting, updates SOPs, and identifies recurring issues affecting service, revenue, and account satisfaction. The role serves as a high-level resource to the team and cross-functional partners, driving consistency, accuracy, and continuous improvement without direct leadership responsibilities.
Responsibilities
Serve as the on‑call point of contact for urgent customer support needs outside standard business hours, ensuring timely responses and continuity of service during critical situations.
Document all customer interactions, escalations, and after‑hours activities thoroughly for compliance, tracking, and audit purposes.
Complete daily operational reporting, including updates on sales, revenue, backlog, and order activity, and develop additional reports that support account performance, trend insights, and operational transparency.
Analyze order trends, recurring issues, and demand patterns to provide actionable insights and proactively communicate emerging customer pain points or workflow bottlenecks.
Maintain and update Standard Operating Procedures (SOPs) to ensure accuracy, clarity, and alignment with current business practices.
Identify opportunities to streamline workflows and contribute to process improvement initiatives that enhance efficiency and customer satisfaction.
Serve as a subject matter expert on daily operational procedures, offering guidance and clarification to team members as needed.
Collaborate with Procurement, Fulfillment, and other internal groups to resolve issues and ensure a smooth end‑to‑end order lifecycle.
Support leadership with business updates, operational metrics, and presentation materials as requested.
Act as a role model for professionalism, urgency, and high‑quality customer interaction, especially during complex or time‑sensitive customer situations.
Monitor high‑priority customer orders and ensure timely internal follow‑up to prevent delays, discrepancies, or service interruptions.
Assist in identifying and prioritizing operational risks or gaps, providing recommendations to leadership to enhance service reliability and accuracy.
Required Knowledge, Skills, And Abilities
Strong reporting, analysis, and communication skills.
High level of problem-solving ability with a customer-first mindset.
Ability to manage priorities in a fast-paced environment.
Proficiency with ERP and CRM systems (e.g., Epicor, Salesforce).
Strong attention to detail, accuracy, and follow-through.
Comfortable with sharing reporting in team huddles and participating in cross-departmental meetings.
Education, Experience, And/or Required Licenses
High School diploma or equivalent required.
Associate's or Bachelor's degree in Business, Communications, or related field preferred.
4+ years of experience in customer service, with 2+ year in a reporting or analysis role.
Experience in a manufacturing, automotive, logistics, or technical support setting is a plus.
ElDorado National California Inc. (ENC) is an equal opportunity employer and considers all qualified applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, genetic information, or any other protected class under applicable federal, state, and local laws. We are committed to fostering a diverse and inclusive workplace where all employees feel valued and respected.
ENC takes affirmative action to employ and advance employment opportunities for minorities, women, protected veterans, and individuals with disabilities. We actively encourage qualified candidates from all backgrounds to apply and join our team.
ENC is also committed to ensuring that individuals with disabilities have equal access to opportunities. If you require a reasonable accommodation to complete the application process, please contact HR Department for assistance.
In accordance with California's wage transparency law (Senate Bill 1162), we are committed to pay equity and transparency. The salary range reflected on the job positing is our good faith estimate of what we expect to pay for this role at the time of posting. While we do not typically hire at the top of the salary range, initial offers are based on the candidate’s qualifications and experience, with opportunities for growth and increases over time.
The hiring range for this position is $59,000.00 to $65,000.00 per year.
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Responsibilities
Serve as the on‑call point of contact for urgent customer support needs outside standard business hours, ensuring timely responses and continuity of service during critical situations.
Document all customer interactions, escalations, and after‑hours activities thoroughly for compliance, tracking, and audit purposes.
Complete daily operational reporting, including updates on sales, revenue, backlog, and order activity, and develop additional reports that support account performance, trend insights, and operational transparency.
Analyze order trends, recurring issues, and demand patterns to provide actionable insights and proactively communicate emerging customer pain points or workflow bottlenecks.
Maintain and update Standard Operating Procedures (SOPs) to ensure accuracy, clarity, and alignment with current business practices.
Identify opportunities to streamline workflows and contribute to process improvement initiatives that enhance efficiency and customer satisfaction.
Serve as a subject matter expert on daily operational procedures, offering guidance and clarification to team members as needed.
Collaborate with Procurement, Fulfillment, and other internal groups to resolve issues and ensure a smooth end‑to‑end order lifecycle.
Support leadership with business updates, operational metrics, and presentation materials as requested.
Act as a role model for professionalism, urgency, and high‑quality customer interaction, especially during complex or time‑sensitive customer situations.
Monitor high‑priority customer orders and ensure timely internal follow‑up to prevent delays, discrepancies, or service interruptions.
Assist in identifying and prioritizing operational risks or gaps, providing recommendations to leadership to enhance service reliability and accuracy.
Required Knowledge, Skills, And Abilities
Strong reporting, analysis, and communication skills.
High level of problem-solving ability with a customer-first mindset.
Ability to manage priorities in a fast-paced environment.
Proficiency with ERP and CRM systems (e.g., Epicor, Salesforce).
Strong attention to detail, accuracy, and follow-through.
Comfortable with sharing reporting in team huddles and participating in cross-departmental meetings.
Education, Experience, And/or Required Licenses
High School diploma or equivalent required.
Associate's or Bachelor's degree in Business, Communications, or related field preferred.
4+ years of experience in customer service, with 2+ year in a reporting or analysis role.
Experience in a manufacturing, automotive, logistics, or technical support setting is a plus.
ElDorado National California Inc. (ENC) is an equal opportunity employer and considers all qualified applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, genetic information, or any other protected class under applicable federal, state, and local laws. We are committed to fostering a diverse and inclusive workplace where all employees feel valued and respected.
ENC takes affirmative action to employ and advance employment opportunities for minorities, women, protected veterans, and individuals with disabilities. We actively encourage qualified candidates from all backgrounds to apply and join our team.
ENC is also committed to ensuring that individuals with disabilities have equal access to opportunities. If you require a reasonable accommodation to complete the application process, please contact HR Department for assistance.
In accordance with California's wage transparency law (Senate Bill 1162), we are committed to pay equity and transparency. The salary range reflected on the job positing is our good faith estimate of what we expect to pay for this role at the time of posting. While we do not typically hire at the top of the salary range, initial offers are based on the candidate’s qualifications and experience, with opportunities for growth and increases over time.
The hiring range for this position is $59,000.00 to $65,000.00 per year.
#J-18808-Ljbffr