Senior Representative, Customer Service
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Job Location:
Riverside, CA - USA
Monthly Salary:
Not Disclosed
Posted on:
2 hours ago
Vacancies:
1 Vacancy
Job Summary
Job Summary
The Senior Representative Customer Service supports critical daily operations within the Customer Service organization with a strong focus on after-hours customer availability operational reporting trend analysis and process documentation. This senior individual contributor provides advanced support for urgent customer needs maintains key performance and backlog reporting updates Standard Operating Procedures (SOPs) and identifies recurring issues impacting service quality revenue and customer satisfaction.
This role serves as a high-level resource to internal teams and cross-functional partners driving consistency accuracy and continuous improvement without direct leadership responsibilities.
Essential Duties
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Serve as the on-call point of contact for urgent customer support needs outside standard business hours ensuring timely responses and service continuity
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Document all customer interactions escalations and after-hours activities for compliance tracking and audit purposes
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Complete daily operational reporting related to sales revenue backlog and order activity
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Develop and maintain reports that provide performance insights and operational transparency
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Analyze order trends and recurring issues to proactively identify customer pain points and workflow inefficiencies
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Maintain and update Standard Operating Procedures to reflect current processes and best practices
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Identify opportunities to streamline workflows and support continuous improvement initiatives
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Act as a subject matter expert on operational procedures and provide guidance to team members
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Collaborate with internal departments to ensure a smooth end-to-end order process
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Support leadership with operational metrics reports and presentations
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Monitor high-priority orders and ensure timely internal follow-up
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Identify operational risks and recommend improvements to enhance service reliability
Required Knowledge Skills and Abilities
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Strong analytical reporting and communication skills
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Excellent problem-solving abilities with a customer-focused approach
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Ability to manage multiple priorities in a fast-paced environment
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Proficiency with ERP and CRM systems (such as Epicor and Salesforce)
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High attention to detail and accuracy
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Comfortable presenting data and participating in cross-functional meetings
Education and Experience
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High school diploma or equivalent required
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Associates or Bachelors degree in Business Communications or a related field preferred
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Minimum of 4 years of customer service experience
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At least 2 years in a reporting or analytical role preferred
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Experience in manufacturing logistics automotive or technical support environments is a plus
Key Skills
- Typing
- Data Entry
- Customer Service
- Basic Math
- Computer Skills
- Windows
- Banking
- Upselling
- Pricing
- Sanitation
- Cash Handling
- Stocking
