Senior Customer Care Representative

Join Our Team and Keep Moving Forward with Breg!

At Breg, we are dedicated to advancing orthopedic solutions that enhance the lives of patients and support healthcare professionals. As a leader in the orthopedic industry, we provide innovative products, consulting, technology, and services that help people move forward with confidence.

We are currently seeking a Senior Customer Care Representative to join our team in Carlsbad, CA. If you thrive in a dynamic environment where innovation and impact go hand in hand, this is the opportunity for you.

Who You Are

You are a forward-thinking professional who values collaboration, innovation, and making a meaningful difference. You bring expertise in demonstrating ownership and accountability, the ability to communicate effectively and are eager to contribute to a team that is committed to delivering exceptional patient outcomes.

What You'll Do

As a Senior Customer Care Representative, you will:

• Supports new hires with ongoing training including advanced product and process knowledge, telephony soft-skills, and new software adaptation and proficiency.

• Supports 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 meets or exceeds productivity standards such as overall accuracy, maintaining SLA's, advanced backorder and backlog order management supporting on time order fulfilment.

• Works as liaison between customer care and other business partners such as production planning, supply chain, logistics, distribution centers, and product management.

• Ensures quality assurance including pricing, approvals, and accuracy while managing customer returns.

• Applies basic understanding of human anatomy to provide quality orthopedic solutions to elevate patient care and ensures product knowledge is up to date.

• Drives process improvement by identifying gaps and collaborating with various departments to deliver a seamless and effortless customer experience.

• Champions the customer's experience by managing urgent issues and offering tailored solutions.

• Attends annual required Health Insurance Portability and Accountability Act (HIPAA) training and maintains strict compliance with the healthcare privacy code.

• Manages special projects and assignments provided by the leadership team in support of the department and company goals effectively and efficiently.

• Responsible for behaving 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. Responsible for being accountable and committed to demonstrating Breg's cultural beliefs and achieving the key results of the company.
• Responsible for promoting Breg's culture within the organization using established tools such as storytelling, providing focused feedback, and recognition. The performance of the position is aligned with the culture of commitment and accountability, following the steps of: See it, Own it, Solve it, and Do it.
• Collaborate with cross-functional teams to drive excellence in patient care and business solutions.

What You Bring

• 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.
• 2+ years working remote and maintaining professional environment including high speed internet connectivity and ability to troubleshoot connectivity issues 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.

Why Breg?

At Breg, we invest in our people and culture. We offer:

• 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.

• For more information regarding Company benefits, please see https://www.breg.com/benefits

Compensation

Salary Range: $52,800.00 - $65,100.00. 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.

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.

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