National NESC Staffing

Overview

We’re looking for a skilled and experienced Senior Customer Service Representative to support our Global Customer Service team. This role is focused on managing key global accounts, ensuring high-quality customer support, coordinating with internal departments, and contributing to smooth order processing and logistics. The ideal candidate is detail-oriented, highly organized, and thrives in a fast-paced B2B environment involving inventory-based products and regulated industries.

Key Responsibilities

• Support the Global Customer Service (CS) team in managing key global customer accounts.
• Maintain and generate customer reporting related to forecasts, stock availability, and rollout plans.
• Monitor order entry accuracy and assist with daily customer inquiries.
• Manage customer queries, escalating issues when necessary.
• Prepare and deliver monthly KPI reports.
• Assist with daily handling of customer quotes, orders, and ad hoc service requests.
• Coordinate with logistics to ensure on-time outbound shipments, rollout planning, and issue resolution.
• Investigate and reconcile charges and discrepancies with shipping or order data.
• Communicate and collaborate with internal teams including Operations, Sales, Finance, and Technical Support.
• Oversee return and repair reconciliation through the RMA process.
• Support the sales team with customer presentations, reporting, and follow-up on internal sales-related questions.
• Prepare and present monthly customer business review reports.

Qualifications

• 2+ years in a senior or supervisory customer service role, preferably in a B2B environment.
• Strong experience with account management, order processing, and multitasking across customer needs.
• Proven ability to lead, train, and support customer service team members.
• Confident communicating with stakeholders at all levels, both internally and externally.
• Excellent organizational skills and high attention to detail.
• Clear written and verbal communication skills in English.
• Customer-first mindset with a calm, solution-oriented approach under pressure.
• Intermediate Microsoft Office skills, especially Excel (reporting and data analysis).
• Experience with CRM systems;ERP experience required (NetSuite preferred).
• Self-starter with a positive, flexible, and team-oriented attitude.
• Authorization to work in the U.S. Without sponsorship.
• Associate or bachelor’s degree preferred;or 10+ years of equivalent experience.
• 5+ years in the medical device or biotech industry with working knowledge of cGMP/ISO standards related to contract review.