Position Title: Sr Rep, Customer Service Work Location: Irvine, CA 92606 Assignment Duration: 9 Months Work Arrangement: Hybrid (onsite 3x per week) - Onsite days will be Mon, Tues, and Weds Standard work hours are 6:30 AM to 3:00 PM. Training hours will be 8:00 AM to 4:30 PM. 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! 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) Notes from Intake w/ HM: Hospitality industry and customer facing experience is ideal, but HM is open to call centers. Top 4 Must Haves: Communicates with confidence, proactive/takes initiative, problem solver, and displays professionalism Applicant Notices & Disclaimers For information on benefits, equal opportunity employment, and location-specific applicant notices, click here 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.