Customer Service Representative Job New York New York USA,Customer Service/HelpDesk

Position: Customer Service Representative I
Location: New York

Job Responsibilities:

Resolve order management holds daily.
Coordinate with internal departments to resolve order status, product, production, delivery, and billing inquiries.
Support continuous improvement initiatives within the department.
Apply best practices and business knowledge to meet and exceed service levels.
Generate daily, monthly, and quarterly reports using BI, Oracle, and other systems.
Act as a liaison between Customer Service, Supply Chain, IT, and external vendors.
Partner with the Quality Team during the recall process.
Collaborate with the Corporate Complaints team according to complaint procedures.
Serve as an escalation point and support BPO cross-over tasks.
Manage return procedures according to the Gatekeeper process.
Process extended service agreements.
Track and resolve complex system-related issues.
Mentor and train BPO representatives.
Achieve department goals, KPIs, and service expectations.
Support additional projects and responsibilities as assigned.
Adhere to company core values and policies.
Maintain availability as an essential employee, including company holidays and remote work during office closures.
Perform required in-office responsibilities.

Skills:

Knowledge of EDI systems (GHX, GFax, etc.) preferred.
Experience with SAP, Salesforce, Oracle, and Microsoft Teams.
Strong verbal and written communication skills.
Proficiency with Microsoft 365, including Outlook, Word, and Teams.
Experience with Salesforce and Oracle preferred.
Experience using Microsoft Teams and Zoom required.
Ability to identify technical issues and troubleshoot effectively.
Strong customer service skills.
Excellent problem-solving and decision-making abilities.
Strong attention to detail.
Critical thinking and analytical skills.
Ability to adapt to changing business needs.
Ability to work independently and collaboratively in a fast-paced environment.

Education/

Experience:

Minimum High School diploma required.
Associate degree preferred.
Bachelor’s degree preferred.
Minimum 2–3 years of experience in customer service, technology, retail, or related customer service functions.
3+ years of experience in customer service, accounting, finance, or information systems preferred.
Experience working in manufacturing, medical device, or pharmaceutical industries preferred.

Knowledge of Life Sciences products, services, and business operations is a plus.
Ability to communicate effectively with customers, employees, management, and cross-functional teams.
Ability to manage multiple priorities while maintaining quality standards.
Ability to accept increasing responsibility and grow with organizational needs.