[Hiring] Senior Customer Care Representative @Breg

Role Description

As a Senior Customer Care Representative, you will:

• Support new hires with ongoing training including advanced product and process knowledge, telephony soft-skills, and new software adaptation and proficiency.
• Support the customer care team via multiple channels regarding customer inquiries such as order management, product substitution, returns, and custom bracing through Outlook, eCommerce, and Electronic Data Interchange (EDI), while maintaining On-Time In Full (OTIF) Service Level Agreements (SLA’s).
• Consistently meet or exceed productivity standards such as overall accuracy, maintaining SLA’s, advanced backorder and backlog order management supporting on-time order fulfillment.
• Work as liaison between customer care and other business partners such as production planning, supply chain, logistics, distribution centers, and product management.
• Ensure quality assurance including pricing, approvals, and accuracy while managing customer returns.
• Apply basic understanding of human anatomy to provide quality orthopedic solutions to elevate patient care and ensure product knowledge is up to date.
• Drive process improvement by identifying gaps and collaborating with various departments to deliver a seamless and effortless customer experience.
• Champion the customer’s experience by managing urgent issues and offering tailored solutions.
• Attend annual required Health Insurance Portability and Accountability Act (HIPAA) training and maintain strict compliance with the healthcare privacy code.
• Manage special projects and assignments provided by the leadership team in support of the department and company goals effectively and efficiently.
• Behave in a professional manner both internally and externally in relationships that positively impact the company's reputation and comply with the company's policies and practices.
• Promote Breg's culture within the organization using established tools such as storytelling, providing focused feedback, and recognition.
• Collaborate with cross-functional teams to drive excellence in patient care and business solutions.

Qualifications

• Associate degree or an equivalent combination of education and experience is preferred.
• 5+ years of customer service experience in a customer care role is required. Experience in a senior customer care role is preferred.
• 4+ years’ experience including Enterprise Resource Planning (ERP), Customer Relationship Management (CRM), eCommerce, remote telephony platforms, logistics, and manufacturing background is required.
• Comprehension of basic human anatomy related to orthopedic bracing is required.
• Computer proficient to include web browser/internet search, MS Outlook, Word, and Power Point capabilities.
• Technical competence includes the ability to learn new software and systems.
• Experience with Oracle, CRM, and Power Business Intelligence (BI) is preferred.
• Advanced website agility and selling skills are required.
• A passion for innovation and a commitment to Breg’s mission to Keep Moving Forward.

Benefits

• Comprehensive Benefits: Medical, dental, vision, disability, and life insurance, effective the first of the month after hire.
• Work-Life Balance: Paid Time Off (PTO) and company-paid holidays.
• Growth & Development: Opportunities for professional advancement within a company that values your contributions.
• Commitment to Diversity & Inclusion: Breg is proud to be an Equal Employment Opportunity employer, fostering a diverse and inclusive workplace.

Compensation

Salary Range: $23.00-$28.00 USD hourly. Actual compensation is determined by factors such as experience, skills, and business needs. This range reflects the minimum and maximum target range for new hire base salary/pay across all US locations. Actual pay is based on many factors unique to each candidate, including but not limited to geographical location, work experience, skill set, relevant trainings and certifications, and business needs. The base pay range is subject to change and may be modified in the future. This role may also be eligible for a bonus.

Work hours are 9AM-530PM EST.

Ready to Move Forward?

If you’re ready to be part of a company that is redefining orthopedic care, apply today at www.breg.com/careers .

Breg is an Equal Employment Opportunity Employer and dedicated to a diverse work force and Drug Free work environment. EOE/Minorities/Females/Vet/Disabled are encouraged to apply.

Applicants must be currently authorized to work in the United States on a full-time basis. The Company will not sponsor applicants for work visas for this position.