Customer Service Representative- Healthcare

Trident Consulting is seeking a " Customer Service Representative- Healthcare for one of our client in " 100% Onsite - Aliso Viejo, California . A global leader in business and technology services.

Job Title: Customer Service Representative- Healthcare

Work Location : 100% Onsite - Aliso Viejo, California

Contract w2

Pay rate : $27/hr on W2

Position Details:
: Customer Service FLSA Status:

Non-Exempt JOB SUMMARY: The Customer Service Associate is responsible for accurately processing customer orders and delivering prompt professional support to both internal and external customers. This role involves managing a high volume of incoming requests, verifying order details, updating records in ERP and CRM systems, resolving routine issues, and performing other order-related tasks. The associate serves as a key point of contact for customers and sales representatives, ensuring that inquiries are addressed efficiently and accurately. Success in this role requires strong attention to detail, effective communication skills, and the ability to collaborate across departments to support the full order cycle.

ESSENTIAL JOB DUTIES AND RESPONSIBILITIES:

• Enter and process customer orders via phone, email, fax, or online web portal, ensuring accuracy in customer information, pricing, product selection, quantities, and shipping preferences.
• Respond to inquiries related to product availability, order status, order modifications, and billing discrepancies.
• Log and resolve customer complaints and issues in a timely and professional manner.
• Answer incoming calls during scheduled hours and help maintain department service level standards.
• Support customers with account setup or updates and guide them through self-service tools on the web portal.
• Recognize and escalate issues that exceed routine handling to the appropriate internal teams.
• Coordinate with the Shipping department to prioritize and ensure timely processing of urgent orders.
• Process Return Goods Authorizations (RGAs) in accordance with company policies.
• Identify and recommend process improvements to enhance the overall customer experience.
• Assist with shipping outbound logistics as needed.

KNOWLEDGE, SKILLS AND ABILITIES:

• Strong attention to detail and data accuracy
• Excellent communication and interpersonal skills
• Ability to multitask and manage priorities in a fast-paced environment
• Proficient in Microsoft Office Suite (Outlook, Excel, PowerPoint) and Adobe PDF
• Experience using ERP/CRM systems such as SAP preferred
• Basic understanding of order-to-fulfillment workflows or supply chain is a plus
• Ability to lift 25 50 lbs. occasionally

Requirements

EDUCATION AND EXPERIENCE:

• Minimum of High School Diploma
• 2+ years of Customer Service

PHYSICAL REQUIREMENTS:

• Must be able to remain in a stationary position at least 50% of the time.
• Occasionally move about inside the office and travel to and from office buildings to access file cabinets, employee offices, office machinery, etc. This may include, but is not limited to, bending and walking.
• Must be able to operate a computer and other office productivity machinery, such as a computer printer, computer keyboard, calculator, etc.
• Ability to listen and speak with employees and vendors. Must be able to exchange accurate information in these situations.
• Occasionally lift up to 25 pounds and transport to other offices. This may be performed with reasonable accommodation.
• View and type on computer screens for long periods of time. This job description outlines essential duties and responsibilities and may evolve over time based on business needs. Other duties may be assigned as required

Notes:

Work Schedule: Monday Friday, either 7:00 AM 4:00 PM or 8:00 AM 5:00 PM

Education: High School Diploma or higher required

Soft Skills / Cultural Fit for This Role:

• Customer-service oriented mindset
• Strong communication skills
• Mentally strong and confident in their skill set
• Comfortable asking questions and seeking clarification
• Strong attention to detail and timeliness
• Positive can-do attitude and ability to multitask in a fast-paced environment

What Type of Background or Profile Has Worked Well in This Position:

• 2+ years of customer service, order entry, or order management experience
• Experience working with ERP and CRM systems (Oracle, Salesforce, SAP, or similar)
• Strong data entry accuracy and organizational skills
• Familiarity with order-to-fulfillment workflows or supply chain processes
• Healthcare or medical device industry experience is a plus, but not required

Day-to-Day Responsibilities:

• Process and enter customer orders received via phone, email, fax, or online portal
• Review and verify order details, pricing, quantities, and shipping preferences
• Support both external customers (hospitals/surgery centers) and internal field sales representatives
• Manage approximately 25 30 orders per day through a fluctuating workload environment
• Resolve routine order-related issues including PO discrepancies, returns, replacements, and billing concerns
• Coordinate with Shipping and Accounting teams to support timely order fulfillment and account resolution
• Maintain customer records and support order management processes within Oracle, Salesforce, and future SAP systems
• Assist with trunk stock management and outbound logistics support as needed

Additional Notes:

• This is not a call center environment