Customer Service Representative I_US

Job Title: Customer Service Representative (Order Management)
Location:- Princeton, NJ 8540
Duration:-  06 Months Contract to hire role
Pay Rate: $20/hr. -$21.25/hour on W2
 
Job Description:
Schedule:

• Monday – Friday, 10:30 AM – 7:00 PM EST
• Hybrid: On-site (Tuesday – Thursday) | Remote (Monday & Friday)
• Schedule subject to change based on business needs

• Temp-to-Perm Opportunity

 
Key Qualifications:

• Experience with multiple systems (SAP, Salesforce, Oracle, MS Teams, etc.)
• Knowledge of EDI (GHX, GFax) preferred
• Strong problem-solving skills and ability to recognize technical issues
• Microsoft Teams/Zoom experience required
• Excellent communication skills
• Minimum of 1 year in customer service, technical support, or retail experience
• Limited to no phone-based customer service tasks

 
 
Job Summary:
The Customer Service Representative is responsible for managing order holds, generating reports, handling recalls, overseeing service agreements, resolving system issues, and supporting customer service initiatives. This role requires collaboration with internal teams and external vendors to ensure efficient order processing and issue resolution.
Reports to: Customer Service (OM) Manager
Supervises: None
 
Key Responsibilities:

• Resolve order management holds daily.
• Coordinate with departments to address order status, product availability, production, delivery, and billing inquiries.
• Support and lead continuous improvement initiatives to enhance department efficiency.
• Generate and analyze reports (daily, monthly, quarterly) using BI, Oracle, and other systems.
• Serve as a liaison with Customer Service, Supply Chain, IT, and external vendors.
• Collaborate with the Quality Team to manage recall processes.
• Work with the Corporate Complaints team to ensure compliance with complaint procedures.
• Act as a point of escalation and assist with BPO-related tasks.
• Oversee return procedures in line with the Gatekeeper process.
• Process extended service agreements.
• Track and resolve complex system issues.
• Mentor and train BPO representatives.
• Meet and exceed performance metrics (KPIs).
• Complete additional duties and projects as assigned.
• Adhere to company core values.
• Be available for work on company holidays if required and work remotely when office closures occur due to unforeseen circumstances.

 
Required Qualifications:

• Bachelor’s degree or equivalent experience (minimum of 5 years related experience or a combination of education and experience).
• Minimum 3 years of experience in customer service, accounting, finance, or information systems.
• Strong written and verbal communication skills.
• Customer-focused with a commitment to providing high-quality service.
• Excellent troubleshooting and problem-solving skills with attention to detail.
• Critical thinking and analytical skills.
• Ability to work in a fast-paced, dynamic environment both independently and within a team.
• Proven ability to manage multiple tasks while maintaining high-quality standards.
• Experience with Order-to-Cash processes and related systems (Oracle, MS Office, Salesforce).

 
 
Preferred Qualifications:

• Experience in a manufacturing, medical device, or pharmaceutical industry.
• Familiarity with Client products, services, and business operations.

 
Tools & Equipment Used:

• Computer, telephone, fax, copier, and other office equipment.
• Proficiency in Microsoft Office Suite and other business software applications.

This role offers an exciting opportunity to contribute to a dynamic team while developing valuable technical and customer service skills.