Customer Service Representative

Location: Remote

Job Type: W2 Contract

• Tue – Sat 8:00am-5:00pm
• Tue – Sat 1:00pm-10:00pm
• Mon-Fri 10:00am-7:00pm
• Mon-Fri 10:30am-7:30pm
• Mon-Fri 9:30am-6:30pm

• Place and manage urgent spare part orders in SAP for medical equipment repairs
• Support ~2,000 field engineers who call or submit requests
• Track shipments (Fed Ex) and troubleshoot order issues
• Investigate delays, backorders, and fulfillment problems across multiple warehouse systems (DHL, XPO, etc.)
• Perform inventory and basic accounting tasks (ensuring parts are assigned correctly to engineers)
• Handle a mix of phone calls and emails in a high-volume, fast-paced environment
• 100% remote (training included), but must live within 1 hour of Cary, NC for IT support access
• Job is phone-heavy (headset required) with dual monitors
• Requires navigating multiple systems simultaneously (SAP, tracking tools, warehouses, email)
• Work involves high-stress, urgent requests tied to hospital equipment downtime

• Shifts:
  
  9-hour shifts (including lunch), fixed schedule (no rotation)
• Quiet, dedicated home office required

• Strong multitasking, typing, and system navigation skills
• Excellent listening and customer service skills (internal customers)
• Able to handle high-pressure situations calmly
• Detail-oriented and quick learner

• Customer-facing roles (non-call center preferred)
• Coordinators, teachers, technical writers, finance/accounting backgrounds
• New graduates also considered
• Experience with SAP or ERP systems is not required (training provided)
• Role is a 1-year contract with possible extension
• Large hiring ramp-up due to new SAP system rollout in October (increased manual work expected)

This role is best suited for someone who is organized, tech-savvy, adaptable, and thrives in a fast-paced, problem-solving environment, rather than a traditional call center agent