Hydrogen Group · 14 hours ago
Senior Customer Service Representative
Irvine, CA
Full-time
Hybrid
Mid, Senior Level
$20/hr - $25/hr
4+ years expHydrogen Group is a leading organization in the medical device industry, committed to delivering excellence in customer service and patient-focused solutions. They are seeking two initiative-taking, purpose-driven Senior Customer Service Representatives to join their team, who will manage customer contacts and ensure a high-quality customer experience.
EmploymentHuman ResourcesRecruiting
Hiring Manager
Flora P.
Responsibilities
Use case management system to manage customer contacts and order details with razor-sharp accuracy
Serve as the first point of contact and own the customer experience from start to finish
Proactively track, resolve, and escalate orders or cases in alignment with service excellence standards
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
Place and monitor orders via phone, fax, and email for hospital and sales representative customers
Process new orders, returns, billing, inventory adjustments, reconciliations, and FCAs/recalls
Proactively communicate backorders, order status, product availability, and missed deliverables
Systematically process and transact consignment conversions and reconciliations
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 basic data analysis and generate reports for Sales, Customers, and Consignment Team
Become a Subject Matter Expert (SME) who can coach and train others
Perform at a level to meet and sustain department metrics and expectations
Qualification
Required
High School Diploma
Minimum of 4 years of customer service experience
Hospitality industry or customer-facing experience is ideal; call center experience also considered
Experience within an ERP software
Must be local and available to work on-site 3x per week (hybrid)
Communicates with confidence and professionalism
Proactive, takes initiative, and demonstrates problem-solving abilities
Excellent written and verbal communication, interpersonal, and relationship-building skills with focus on negotiating and persuasion
Strong time management skills with ability to prioritize competing objectives
Demonstrates critical thinking skills and strict attention to detail
Proficient in Microsoft Office Suite
Ability to manage confidential information with discretion
Preferred
Bachelor's degree (BA/BS degree is necessary to promote within the organization)
Salesforce or CRM experience
Proficiency in JDE (ERP Software)
Company
Hydrogen Group
Hydrogen Group provides recruitment services for mid to senior level professional staff.
201-500 employees
Funding
Current Stage
Public CompanyTotal Funding
unknown2006-10-06IPO
Recent News
2026-01-13
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2023-01-20
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