Customer Service Representative I

Peak Performers has partnered with a global medical technology company to assist in their search for a Customer Service Representative I. In this contract position, you will be responsible for the coordination and management of orders on hold, reports, recalls, service agreements, incidents, return management, project management and training

Major Duties

• Resolve Order Management holds daily.
• Liaise with other departments to resolve order status, product, production, delivery, and billing inquiries
• Lead and/or support continuous improvement initiatives for the department. Uses best practices and knowledge of internal/external business practices to exceed department service levels.
• Responsible for running reports (daily, monthly, quarterly) in BI, Oracle, and other systems.
• This position serves as a liaison with Customer Service, Supply Chain, IT and external vendors.
• Partner with the Quality Team throughout the recall process.
• Partner with the Corporate Complaints team in accordance with the complaint’s procedure.
• Serve as a point of escalation and handoff for BPO cross-over tasks.
• Oversee return procedures in accordance with the Gatekeeper process.
• Process extended service agreements.
• Tracks and resolve complex system problems.
• Serve as a mentor and trainer to BPO representatives.
• Handle any other duties and/or projects, as assigned, for the benefit of the organization
  
  

What are we looking for?

• Bachelor’s degree or equivalent from a college or university and/or a minimum of five years’ related experience and/or training; or equivalent combination of education and experience.
• 3 years of experience in customer service, accounting, finance, or information systems.
• Outstanding communication skills, both verbal and written; ability to communicate effectively with customers, employees, management and cross-functionally for positive customer outcomes.
• Passion for customers and delivering a world-class service experience.
• Excellent troubleshooting, problem solving and decision-making skills with excellent attention to detail.
• Demonstrated critical thinking and analytical skills.
• Demonstrated ability to embrace change and adaptability.
• Ability to partner with key internal and external stakeholders, establish effective working relationships.
• Proven ability to work both independently and in a fast-paced team environment.
• Ability to follow through and successfully execute tasks while adhering to specified quality standards.
• Ability to accept increasing responsibility and grow as the needs of the organization increase.
• Previous experience in a manufacturing company and/or in the medical device and/or pharma industry preferred.
• Understanding of Order to Cash processes and related systems. (Oracle, MS Office, Salesforce).
  
  

About This Position

• Rate: $20-$21.25/hour
• Contract Length: 6 months
• Contract to hire
• Hybrid in Princeton, NJ
  
  

The Peak Performers difference

• Excellent medical health, dental & vision insurance at 60 days
• Our employees may choose to participate in a 403(b) retirement plan
• Qualified applicants with chronic medical conditions and/or disabilities receive priority placement
• We pay weekly through direct deposit
• In business since 1994 and thousands of job placements
  
  

All employment offers are contingent on the successful completion of a pre-employment criminal background check, in compliance with all applicable federal and state laws.

Applicants for employment with Peak Performers must possess work authorization that does not require sponsorship for a visa now or in the future.

Peak Performers is an equal opportunity employer and will consider all applicants without regard to race, marital status, sex, age, color, religion, national origin, veteran status, disability or any other characteristic protected by law. Peak Performers does not accept unsolicited resumes from headhunters, recruitment agencies or fee-based recruitment services.

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