Senior Customer Service Representative

Job Title: Senior Customer Service Representative

Location: Remote (Pacific Standard Time hours only)

Industry: Medical Equipment Manufacturing

Employment Type: Contract

Duration: 6 Months (possible extension)

Pay Rate: $26–$30/hour on W2, depending on experience

Work Schedule: 40 hours per week

Application Deadline: October 21, 2026

Job Summary

The Senior Customer Service Representative will manage customer orders, returns, billing adjustments, and escalated customer service issues. This role involves working with internal teams, maintaining accurate documentation, analyzing data, and ensuring timely resolution of customer concerns.

Key Responsibilities

• Manage customer orders, returns, billing adjustments, recalls, and assignments for internal and external customers.

• Process and reconcile consignment conversions, analyze data, and prepare reports for Sales and other teams.

• Investigate and resolve complex customer service issues through root cause analysis.

• Process customer returns and track them through product receipt.

• Maintain documentation for customer credits in compliance with SOX controls.

• Coordinate with Supply Chain Planning to monitor inventory availability and communicate potential delays.

• Work with warehouse personnel on shipping changes, inventory counts, and order fulfillment.

• Provide guidance, coaching, and training to new and existing team members.

• Support process improvements, special projects, and system implementations.

• Maintain accurate records and comply with company policies and procedures.

Required Qualifications

• High school diploma or equivalent.

• Minimum of 5 years of experience in customer service, order management, or a related field.

• Experience working with ERP systems such as JDE, SAP, Oracle, or similar platforms.

Preferred Qualifications

• Proficiency in Microsoft Office, particularly Excel.

• Strong written and verbal communication skills.

• Experience handling complex or escalated customer issues.

• Strong analytical, problem-solving, and decision-making skills.

• Experience working in a fast-paced, high-volume environment.

• Knowledge of critical care products, customer service processes, systems, policies, and procedures.

• Advanced ERP knowledge, particularly JDE and SAP.

• Strong organizational skills and attention to detail.

• Ability to work independently and collaborate across departments.

• Experience training and mentoring team members.

• Ability to handle confidential information professionally.

Important Note

This is a remote position, but candidates must be available to work Pacific Time (PST) hours.

EEOC Compliance

We are an equal opportunity employer, and all qualified applicants will receive consideration for employment.

DISCLAIMER

AI Usage Policy: Pacer Group uses AI to assist in screening applications. Final hiring decisions are made by human recruiters based on qualifications and experience.