Customer Service Representative

Customer Service Representative

Are you ready to accelerate your potential and make a real difference within life sciences, diagnostics and biotechnology?

At Masimo, one of Danaher's 15+ operating companies, our work saves livesand we're all united by a shared commitment to innovate for tangible impact.

You'll thrive in a culture of belonging where you and your unique viewpoint matter. And by harnessing Danaher's system of continuous improvement, you help turn ideas into impact innovating at the speed of life.

Masimo is a global medical technology company that develops and produces a wide array of industry-leading monitoring technologies, including non-invasive measurements, sensors, patient monitors, and automation and connectivity solutions. Our mission is, Masimo innovations empower clinicians to transform patient care. When you join our team, you'll be part of a culture that's driven by passion, challenging the status quo, and making an impact in the lives of others.

The Customer Service Representative is responsible for serving as the primary point of contact for customers by providing exceptional service throughout the order-to-delivery lifecycle. This role is responsible for processing customer orders, resolving inquiries, coordinating with cross-function teams, and ensuring timely, accurate fulfillment while delivering a positive customer experience.

The Customer Service Representative partners closely with Sales, Supply Chain, Logistics, Finance, Quality, and other internal stakeholders to resolve customer issues, support business objectives, and continuously improve customer satisfaction.

This position reports to the Customer Service Supervisor and is part of the Customer Service team located in Irvine, CA and will be an on-site role.

In this role, you will have the opportunity to:

• Process and manage customer orders accurately through ERP and related business systems.
• Review orders for completeness, pricing, product availability, shipping requirements, and regulatory compliance.
• Serve as the primary point of contact for customer inquiries regarding orders, shipments, pricing, returns, and product availability.
• Proactively communicate order status, backorders, shipment updates, and potential delays.
• Investigate and resolve customer issues related to order discrepancies, shipping, invoicing, returns, and product concerns while ensuring timely follow-up.
• Partner with Sales, Distribution, Planning, Manufacturing, Finance, and other internal departments to resolve customer requests efficiently.
• Maintain accurate customer account information and documentation within company systems.
• Support return authorizations, credits, replacements, and other post-sale customer activities in accordance with company policies.
• Monitor customer orders and open issues to ensure timely resolution and a high level of customer satisfaction.
• Identify process improvement opportunities that enhance customer experience, operational efficiency, and order accuracy.
• Maintain compliance with company policies, quality requirements, and applicable regulatory standards.
• Support departmental initiatives, projects, and additional responsibilities as assigned.

The essential requirements of the job include:

• 2+ years of customer service, order management, customer support, or inside sales support experience.
• Experience processing customer orders within an ERP system (Oracle, SAP, JD Edwards, Microsoft Dynamics, or similar).
• Strong verbal and written communication skills.
• Excellent organizational skills with the ability to manage multiple priorities in a fast-paced environment.
• Strong problem-solving and customer relationship skills.
• Proficiency with Microsoft Office, including Outlook, Excel, and Word.
• Ability to work collaboratively across multiple functional teams.
• High attention to detail and commitment to accuracy.

It would be a plus if you also possess previous experience in:

Experience supporting customers within a medical device, healthcare, life sciences, manufacturing, or regulated industry.

• Knowledge of order-to-cash processes.
• Familiarity with FDA Quality System Regulation, ISO 13485, and other applicable quality management systems.

Masimo, a Danaher operating company, offers a broad array of comprehensive, competitive benefit programs that add value to our lives. Whether it's a health care program or paid time off, our programs contribute to life beyond the job.

The hourly range for this role is $25.00 - $30.00/hour. This is the range that we in good faith believe is the range of possible compensation for this role at the time of this posting. This range may be modified in the future.

This job is also eligible for bonus/incentive pay.

We offer comprehensive package of benefits including paid time off, medical/dental/vision insurance and 401(k) to eligible employees.

Join our winning team today. Together, we'll accelerate the real-life impact of tomorrow's science and technology. We partner with customers across the globe to help them solve their most complex challenges, architecting solutions that bring the power of science to life.