Sr Customer Service Representative

About Us We provide precision measurement and control tools to assist our customers, create value, and contribute to the development of industry and healthier lives. At A&D, we create technology that connects the analog and digital world, and we hold ourselves to high standards because people around the world rely on us for information that can affect health, their businesses, and their brands. We commit to a leading role in bringing precision through innovative solutions worldwide. This commitment spans across all the A&D products, including blood pressure monitors, laboratory balances, industrial scales, checkweighers, and more. About the role Serve as the first point of contact for B2B customers regarding all aspects of order management. The Customer Service Representative (CSR) is responsible for managing B2B accounts across multiple business segments, including dealers, distributors, resellers, wholesalers, healthcare entities, clinicians, pharmacies, retail organizations, government agencies, and others. This role supports end-to-end order-to-invoice processing, including—but not limited to—order entry in the ERP system, issuing RMAs, providing price quotes, handling price and inventory inquiries, processing equipment service orders, and issuing credits. The successful candidate will bring experience working in a remote setting What you'll do Collaborate closely with business-to-business (B2B) customers to deliver exceptional customer service, ensuring alignment with company standards and customer expectations. Respond promptly to customer inquiries via phone, email, and EDI; accurately process orders and provide timely updates on order and backlog status. Coordinate and manage large orders to ensure timely and accurate shipments, verifying compliance with documentation and company standards. Expedite rush orders, apply applicable charges, and proactively communicate any delays or issues to customers. Monitor sales and marketing promotions to ensure accurate and timely order processing in accordance with campaign guidelines. Handle product return requests by issuing RMA numbers, processing credits, and maintaining records in line with company policies. Act as a liaison to resolve customer issues, collaborating effectively with internal teams and management to ensure satisfactory outcomes. Provide support for EDI transactions and online order processing systems. Participate in ongoing training sessions to remain current with tools, systems, and company procedures. Perform additional duties and contribute to special projects as assigned by management. What you bring Requires a high school diploma; Associate’s or Bachelor’s degree preferred or equivalent combination of education and experience. Minimum 2 years’ experience in a contact center environment Bilingual – Canadian/French / English preferred Strong verbal/written communication and strong interpersonal skills Excellent organizational skills with high attention to detail Self-directed, perpetual learner, and ability to work independently Demonstrated ability to effectively manage multiple priorities across diverse customers, complex processes, and varying system requirements Ability to demonstrate good decision-making and obtain guidance for situations as needed Experience working on multiple platforms and successfully navigating numerous sources of information Proficient Microsoft 365 (Excel, Word, PowerPoint and Microsoft Teams) and ERP systems. Maintain comprehensive knowledge of end-to-end order policies, operating procedures, and product offerings across all business segments Skilled at analyzing customer needs with a strong commitment to delivering tailored solutions and exceptional service Additional Information Flexible work schedule between the hours of 8.00 a.m. to 8.00 p.m. EST Minimum 2 years of experience successfully working in a remote environment Physical demands The physical demands described here are representative of those that must be met. Individual(s) must be able to successfully and satisfactorily perform each essential duty and responsibility, with or without reasonable accommodation, including, but not limited to: Repetitive movement of hands, fingers, arms, legs, feel, touch, reach with hands Frequent communications, verbal, written, talk, hear Vision ability at close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus