Overview We’re looking for a skilled and experienced Senior Customer Service Representative to support our Global Customer Service team. This role is focused on managing key global accounts, ensuring high-quality customer support, coordinating with internal departments, and contributing to smooth order processing and logistics. The ideal candidate is detail-oriented, highly organized, and thrives in a fast-paced B2B environment involving inventory-based products and regulated industries. Key Responsibilities
Support the Global Customer Service (CS) team in managing key global customer accounts.
Maintain and generate customer reporting related to forecasts, stock availability, and rollout plans.
Monitor order entry accuracy and assist with daily customer inquiries.
Manage customer queries, escalating issues when necessary.
Prepare and deliver monthly KPI reports.
Assist with daily handling of customer quotes, orders, and ad hoc service requests.
Coordinate with logistics to ensure on-time outbound shipments, rollout planning, and issue resolution.
Investigate and reconcile charges and discrepancies with shipping or order data.
Communicate and collaborate with internal teams including Operations, Sales, Finance, and Technical Support.
Oversee return and repair reconciliation through the RMA process.
Support the sales team with customer presentations, reporting, and follow-up on internal sales-related questions.
Prepare and present monthly customer business review reports.
Qualifications
2+ years in a senior or supervisory customer service role, preferably in a B2B environment.
Strong experience with account management, order processing, and multitasking across customer needs.
Proven ability to lead, train, and support customer service team members.
Confident communicating with stakeholders at all levels, both internally and externally.
Excellent organizational skills and high attention to detail.
Clear written and verbal communication skills in English.
Customer-first mindset with a calm, solution-oriented approach under pressure.
Intermediate Microsoft Office skills, especially Excel (reporting and data analysis).
Experience with CRM systems;ERP experience required (NetSuite preferred).
Self-starter with a positive, flexible, and team-oriented attitude.
Authorization to work in the U.S. Without sponsorship.
Associate or bachelor’s degree preferred;or 10+ years of equivalent experience.
5+ years in the medical device or biotech industry with working knowledge of cGMP/ISO standards related to contract review.
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