Customer Service Representative, Operations

Fresenius Kabi USA

Customer Service Representative ensuring customer satisfaction and handling operational issues. Collaborating with internal teams to support inquiries and resolutions at Fresenius Kabi.

Posted 6/4/2026full-timeLake Zurich • Illinois • 🇺🇸 United StatesJuniorMid-Level💰 $20 - $23 per hourWebsite

Tech Stack

Tools & technologies

ERPOracleSFDC

About the role

Key responsibilities & impact

Serve as a primary point of contact for customer inquiries received via phone, email, Salesforce.com, and other approved communication channels.
Deliver professional, responsive, and customer-focused service by understanding customer needs and providing timely resolution to inquiries and issues.
Process and manage customer returns in accordance with company policies, contractual requirements, and established timelines.
Investigate customer-reported shortages by reviewing order documentation, shipment details, and supporting records; coordinate with internal stakeholders to resolve or dispute claims as appropriate.
Research customer-reported overages by analyzing order history, shipping documentation, inventory transactions, and ERP system records.
Partner with Warehouse, Logistics, Distribution, Finance, and other internal teams to reconcile discrepancies and drive timely issue resolution.
Process customer credits and debits in accordance with company policies, financial controls, and approval requirements.
Evaluate and resolve product-related concerns, including damages, product complaints, shipment issues, and quality excursions.
Coordinate the timely reporting of customer complaints to Regional Quality Assurance and Product Complaints in accordance with internal procedures and compliance requirements.
Issue appropriate customer credits related to validated product complaints or service issues while ensuring accuracy and customer satisfaction.
Maintain complete and accurate documentation of customer claims, investigations, correspondence, and resolutions within ERP and CRM systems.
Support compliance with applicable regulatory requirements, including DSCSA/EPCIS, and ensure proper handling of traceability-related customer transactions.
Utilize internal systems, policies, and available resources to research inquiries and provide accurate information to customers.
Escalate complex customer issues, compliance concerns, or service risks to appropriate internal stakeholders for resolution.
Identify trends or recurring operational issues and communicate opportunities for process improvement to leadership.
Meet established service level expectations, quality standards, and productivity goals.
Completes all training requirements, including all department-specific, compliance training, etc.
Ability to work flexible hours and weekends to meet business/customer needs.
Participates in any and all reasonable work activities as assigned by management.

Requirements

What you’ll need

High school diploma or equivalent (Associates/Bachelor’s degree preferred)
2+ years’ related experience (preferably in customer service, customer operations, order management, supply chain support)
Experience in a healthcare, pharmaceutical, medical device, distribution, manufacturing, or other regulated environment preferred
Experience managing returns, credits, debits, shortages, overages, claims, or customer issue resolution preferred
Familiarity with ERP, CRM, and case management systems (e.g., SAP, Salesforce.com, Oracle, or similar platforms)
Knowledge of DSCSA/EPCIS requirements or pharmaceutical product traceability processes preferred
Strong analytical and problem-solving skills with attention to detail and accuracy
Excellent verbal and written communication skills with a professional and customer-focused approach
Demonstrated ability to prioritize and execute tasks in a dynamic environment
Strong interpersonal skills with the ability to collaborate cross-functionally across operations, quality, logistics, finance, and commercial teams
Demonstrated ability to exercise sound judgment, escalate issues appropriately, and maintain confidentiality when handling customer matters
Proficiency in Microsoft Office applications, including Excel, Outlook, and Word.

Benefits

Comp & perks

Medical, dental and vision coverage
Life insurance
Disability
401K with company contribution
Wellness program

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

customer serviceorder managementreturns managementcredits managementdebits managementclaims resolutionanalytical skillsproblem-solving skillsattention to detailMicrosoft Office

Soft Skills

communication skillsinterpersonal skillscollaborationprioritizationexecutionsound judgmentconfidentialitycustomer-focused approachdynamic environment adaptabilityprocess improvement

Certifications

high school diplomaAssociates degreeBachelor’s degreecompliance training