Senior Customer Care Representative

Due to the nature of the role, only locals are preferred

Job title: Senior Customer Care Representative

Location: Remote – Pacific Standard Time (PST) hours only

Location: Irvine California 92618

Industry: Medical device

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

Job Type: Contract

Contract Duration: 5 months – Possible Extension

Schedule: Standard

Work Arrangement: 100% remote

Application deadline: Oct 30, 2026

Job Summary

We are seeking an experienced Senior Customer Care Representative to provide exceptional customer service, manage complex customer inquiries, and support order management activities. The ideal candidate will have strong problem-solving, analytical, and communication skills, along with experience using ERP systems.

Key Responsibilities

• Manage customer orders, returns, billing adjustments, recalls, and assignments for internal and external customers.
• Process consignment conversions, reconcile 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 while following SOX compliance requirements.
• Coordinate with Supply Chain Planning to monitor inventory availability and communicate updates to customers and Sales Representatives.
• Work with warehouse teams to coordinate shipping changes, inventory counts, and order fulfillment.
• Provide coaching, guidance, and training to new employees and team members.
• Support process improvements, special projects, and system implementations.
• Maintain customer confidentiality and comply with company policies and regulatory requirements.

Required Qualifications

1. High school diploma or equivalent.
2. Minimum of 5 years of experience in customer service, order management, or a related field.
3. Experience using ERP systems such as JDE, SAP, Oracle, or similar platforms.

Preferred Qualifications

• Proficiency in Microsoft Office, particularly Excel.
• Strong written and verbal communication skills.
• Excellent problem-solving, analytical, and decision-making abilities.
• Experience working in a fast-paced, high-volume environment.
• Knowledge of Critical Care products, customers, systems, policies, and procedures.
• Advanced ERP system knowledge, particularly JDE and SAP.
• Ability to handle confidential information professionally.
• Experience resolving escalated customer issues.
• Strong organizational skills, attention to detail, and ability to manage competing priorities.
• Ability to work independently and collaboratively across departments.
• Experience mentoring team members and supporting leadership initiatives.

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.