Senior Customer Service Representative

Menlo Park, CA 94025

Posted: 01/03/2020 Employment Type: Contract-to-Hire Industry: Clinical & Scientific Job Number: 16923

Job Description

PURPOSE OF JOB:  The Customer Service Representative is responsible for providing pre and post sales support to all external customer and field sales.




Pre-Sales Support:
  • Perform order entry of purchase orders, scrub orders, and returned goods requests accurately and promptly and within business process guidelines.
  • Responsible for accurately verifying pricing, terms and conditions of purchase orders and contracts to ensure proper order entry transactions, changes and invoice processing.
  • Processing exceptions within the guidelines including proper approvals have been obtained according to internal policies.
  • Setup new customer accounts in QAD including new customer document requests, tax exemption certificates, credit references and special inquiries as required.
  • Maintain customer account information, assuring efficient billing and maintenance of all related paperwork.

Post-Sales Support:
  • Coordinate returned goods (RGA) per Quality System SOPs
  • Research and resolve mis shipments.
  • Respond to customer inquiries promptly and accurately.
  • Conduct sales order and customer data audits in support of ISO and audit preparedness.
  • Manage customer expectations for delivery including tracking and resolution of delivery issues.
  • Maintain customer account information, assuring efficient billing and maintenance of all related paperwork.

Field Sales Support:
  • Monitor field inventory, send reminders for expiring product and conduct monthly audits and reconciliation activities.
  • Provide support to field sales including Quote/Price Agreements and other documentation requests, customer information and special inquiries.
  • Partner with assigned territory managers and/or regions to partner on order follow-ups/scrub PO tracking, personal inventory shipments and monthly reconciliations, lot verification and expiration tracking, quotes and other shared tasks as required by the TM, and or Sales Associate. 


  • Monitor backlog/open orders report for daily revenue and to ensure delivery date accuracy.
  • Responsible to keep current on changes in policies, procedures and product offerings.
  • Support Corporate requirements for order adherence to Revenue Recognition and Corporate Terms and Quality Procedures.
  • Monitor compliance of department documents, policies and procedures with regulations, by ensuring that required training and/or documentation is accurate, complete, correct revisions are in use, policies and procedures are understood and adhered to.
  • Adhere to quality system relating to all aspects of the position.
  • Adhere to established departmental and company policies and procedures with an understanding of when to be flexible.
  • Assist with the development of process improvements to promote continuous improvement.



  • H.S. diploma, AA degree preferred.
  • 3 years’ experience in a Customer Service/Sales Support role working in a manufacturing environment. Medical device, bio or pharma industries preferred.



  • High level of detail and accuracy
  • Ability to be flexible and adaptable
  • This position provides global customer support. Ability to work overtime as well as flexible hours when needed including some company holidays.
  • Must be highly reliable and steady with an ability to work with independence in a startup environment.
  • Experienced in fast paced, results-oriented, hands-on environment. Excellent problem solving, communication and attention to detail skills.
  • Ability to work independently and as a team.
  • Develop strong team relationships and partner with a variety of departments and levels including Operations, Finance, Sales, Quality/Regulatory and Supply Chain.
  • Proven experience in a customer service team environment.
  • Experience with QAD and Microsoft Office software (Word, Excel and others).
  • Proven ability to work cross-functionally with customer driven focus and sense of urgency.
  • Ability to handle multiple priorities simultaneously and perform effectively and accurately while under pressure.
  • Exceptional organizational skills to manage priorities, exercise good judgement and initiative.
  • Strong attention to detail with the ability to identify and resolve problems, document the outcome and follow up.




  • Physical Activity - Repetitive motions: Making substantial movements (motions) of the wrists, hands, and/or fingers. Fingering: Picking, pinching, typing or otherwise working, primarily with fingers rather than with whole hand or arm as in handling. Talking: Expressing or exchanging ideas by means of the spoken word.
  • Physical Requirements - Sedentary work: Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met.
  • Visual Acuity - The worker is required to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading; visual inspection involving small defects, small parts, and/or operation of machines (including inspection); using measurement devices; and/or assembly or fabrication of parts at distances close to the eyes.
  • Working Conditions - The worker is not substantially exposed to adverse environmental conditions (as in typical office or administrative work).


Meet Your Recruiter

Ashley Lee

Apply Online

Send an email reminder to:

Share This Job:

Related Jobs: