Jobs and Careers

Sr Customer Service Representative

United Statesfull_timeVerifiedPosted 8 Apr 2025

💰 $92,000/yr($87,000/yr – $92,000/yr)

About the role

Title: Sr Customer Service Representative
This position is based in our Campbell, California offices. This position is hybrid, full-time.

Why Imperative Care?
Do you want to make a real impact on patients?
As part of our team at Imperative Care, you can help elevate care for patients suffering from stroke and other devastating vascular diseases. Every day, the technologies that we develop at Imperative Care directly impact people at the most vulnerable moments of their lives. Our focus is on the needs of the patient, and they come first in everything we do.

What You’ll Do
As a highly skilled specialist, this position provides front-line support to customers and field sales to effectively enter and follow through on product orders, ensuring a highest level of customer satisfaction. A Senior Customer Service Representative serves as liaison with cross-functional internal departments to perform customer service activities and complete tasks, including complex situations, in a creative and effective manner. As a key contributor to the success of the Customer Service team, this role uses considerable judgement and high degree of initiative to fulfill customer needs and resolve issues, performing as a strong team player with the ability to work independently and responsibly.

Enter and process orders received via phone, fax, or email accurately and timely.
Follow company policies and procedures for order processing and identify opportunities for improvement, and recommending solutions aimed at increasing customer satisfaction.
Identify discrepancies in customer data related to order time, pricing, terms, exceptions, special shipping requirements from order entry to shipment and invoicing and resolve any issues.
Advise customers on product availability and inventory status.
Assist the sales team with account inquiries and use knowledge to recommend solutions for problems involving carrier concerns, product availability, pricing, and billing.
May serve as lead in projects like allocation report, stock reconciliation, and inventory management.
Proactively resolve customer issues, including complex ones, with professionalism and a genuine desire to promote customer advocacy and exceed customer expectations, before escalating to a manager.
Process product returns using QAD according to regulatory and documentation requirements.
Work with operations and shipping teams to ensure orders are shipped timely and accurately.
Respond to customer complaints or concerns involving product quality with a sense of urgency, notifying all relevant parties and escalate complex situations when appropriate.
Enter customer account information for efficient billing and maintain related paperwork.
Participate in new hire training and serve as mentor for Customer Service Representatives.
Handle work challenges resourcefully prior to escalating to Customer Service Management.
Review, edit and improve training materials and department procedures/processes.
Handle customer and company matters with appropriate level