Senior, Customer Service Representative

Ascent Services Group
June 30, 2020
West Menlo Park, CA
Job Type


Job ID#: 20-04745
Job Title: Senior, Customer Service Representative
Location: Menlo Park, CA (will start remote)
Job Type: 6+ month Contract

The Senior Customer Service Representative is an advocate for the customer and field sales team and is responsible for the service needs of the  business. The Sr. CSR will perform a variety of pre and post sales duties including but not limited to: verifying purchase orders, creating price quotes, entering all orders types, returns and credit/debit memos, handling customer complaints, researching and resolving customer inquiries while promoting and maintaining positive customer and employee relations via all communication channels (e.g. phone, email, fax, etc.). Additional responsibilities include material master data creation of new account IDs, set ups and maintaining data integrity, system updates of sales territory and regional adjustments as well as monitoring, researching and reconciling field physical inventory. 


  • Accountable for providing outstanding customer service to all external and internal customers pre and post-sales support.
  • Develop strong team relationships and partner with a variety of departments and levels including Operations, Finance, Sales, Quality/Regulatory and Supply Chain.
  • Assists with the development of process improvements to promote continuous improvement.

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.
  • Team with specific 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.
  • Monitors 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.
  • Adherence to our quality system relating to all aspects of the position.
  • Must be able to adhere to established departmental and company policies and procedures with an understanding of when to be flexible.


  • High school/GED diploma is required. Associate degree or specialized knowledge related to Customer Service experience preferred.
  • Minimum 4 years customer service and/or call center experience required.
  • Experience working in a manufacturing environment, especially in medical device, bio or pharma industries.
  • 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.


  • 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.
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