Customer Service Representative (Order Processing) at Infosoft, Inc. Customer Service Representative (Order Processing) at Infosoft, Inc. in Tustin, California Posted in 3 days ago.
Type:
full-time
Job Description:
Job Title:
Customer Service Representative (Order Processing)
Pay Rate:
$25 to $28.25/
HR Duration:
9 months
Location:
Irvine, CA (Hybrid
- Mon-Wed Onsite, Thu-Fri Remote) Position 1: 5:00 am
- 1:30 pm Position 2: 6:00 am
- 2:30 pm
Note:
During training, both hires will be on campus Monday-Wednesday from 8:00 am to 4:30 pm, with Thursday and Friday designated as work-from-home days. We are looking for a Customer Service Representative (Order Processing) who 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. This role operates in a fast-paced call center environment , where representatives handle approximately 30 inbound and outbound customer calls per day Use of acase management system to manage customer contacts and order details with razor-sharp accuracy Proactively track, resolve, and escalate orders 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 an SME (Subject Matter Expert) who can coach and train others Systematically process and transact consignment conversions & reconciliations Perform basic data analysis and generate reports for Sales, Customers, and the Consignment Team Process customer returns and coordinate with the Inventory Teams to ensure the product is received Complete customer credits following the documentation guidelines under the SOX key controls Communicate regularly with Supply Chain Planning for inventory availability Perform at a level to meet and sustain department metrics and expectations
Requirements:
H.S. Diploma is required Minimum of 4 years of Customer Service Experience Excellent written and verbal communication, interpersonal, and relationship-building skills with a focus on negotiating and persuasion Ability to work in a demanding environment Excellent Customer Service skills with the ability to negotiate and resolve demanding situations Handle around 30 calls per day (inbound and outbound). Ability to build and maintain strong relationships across the organization to influence and achieve objectives Strong Time Management Skills with the ability to prioritize competing objectives Proficient in MS Office Suite Experience with ERP software
Preferred Qualifications:
A bachelor's degree is preferred (a BA/BS degree is necessary to promote) Salesforce experience or CRM experience Proficient in JDE (ERP Software)
