Senior Customer Service Representative

Job Description

Target PR Range: 19-25/hr;
Depending on experience

We are looking for initiative‑taking, purpose‑driven, creative problem solvers and active listeners who can think on their own feet and take charge. You have a team‑player mindset with influential communication skills that are transferable via phone, email, or video. Serving others with accountability and commitment to excellence is your personal mantra.

• Use of case management system to manage customer contacts and order detail 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
• Handle new orders, returns, billing, inventory adjustments, reconciliations, and FCAs/recalls
• Proactively communicate backorders, order status, product availability, and missed deliverables
• Resolve complex issues via root‑cause analysis investigation, proposal of resolution, and implementation with limited intervention
• Prioritize high work volumes from phones, email, case management, and faxes
• Become a subject‑matter expert (SME) 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

• High School Diploma 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, including inter‑departmental and cross‑departmental business partners
• Demonstrates problem‑solving and critical‑thinking skills
• Proficient in MS Office Suite
• Experience with in an ERP software
• Ability to manage confidential information with discretion
• Strict attention to detail

• Bachelor’s degree preferred (BA/BS necessary to promote within)
• Salesforce or other CRM experience
• Proficient in JDE (ERP Software)

We are proud to be an equal‑opportunity employer. We welcome and encourage applications from all qualified candidates regardless of race, sex, gender identity or expression, disability, age, religion or belief, sexual orientation, or any other characteristic protected by applicable laws and regulations. It is our policy not to discriminate against any applicant or employee, and we are committed to fostering a diverse, inclusive, and respectful work environment across all locations in which we operate.

We believe that diversity, equity, and inclusion are fundamental to our mission and enhance our ability to serve clients globally. If you have a disability or require any reasonable accommodations during the application or interview process, please inform your recruiter or contact us directly so that we can explore the appropriate arrangements.

Candidate safety is a top priority at Planet Pharma. The industry has seen an increase in people falsely representing themselves as recruiters to gather personal information from job seekers. For your safety, do not provide sensitive data to anyone you have not spoken with thoroughly, never provide banking information during the application process and always double‑check the email address of the recruiter to ensure it's from an official Planet Pharma domain (, , and ) and not a domain with an alternative extension like .net,

.org or .jobs.

Location:

Irvine, CA, United States