Senior Customer Service Representative – Order Management & ERP Systems Specialist

About brighthush

brighthush is a leading innovator in the healthcare technology sector, dedicated to transforming patient care through cutting‑edge medical devices, diagnostics, and digital solutions. With a global footprint spanning more than 150 countries, we empower clinicians and patients alike to achieve better outcomes. Our culture is built on curiosity, collaboration, and a relentless commitment to quality—values that drive every product we develop and every interaction we have with our customers.

Why Join brighthush?

At brighthush, you’ll be part of a dynamic team that thrives on solving complex challenges and delivering world‑class service to our customers. We offer a flexible, remote‑first work environment that supports work‑life balance, while our robust learning and development programs ensure you grow both professionally and personally. Whether you’re a seasoned customer service veteran or a rising star in operations, brighthush provides the resources, mentorship, and recognition you need to excel.

Position Overview

We are seeking an experienced Senior Customer Service Representative to lead our order management and customer support functions. In this role, you will act as the primary point of contact for high‑volume customer interactions, ensuring seamless order processing, issue resolution, and return management. Your deep knowledge of ERP systems—particularly SAP, JDE, and Oracle—will be critical in maintaining data integrity and driving process efficiencies across the organization.

Key Responsibilities

• Order Management Excellence: Oversee the complete order lifecycle—from initial placement through fulfillment and invoicing—ensuring accuracy, timeliness, and compliance with company policies.
• Issue Resolution & Escalation: Actively manage and resolve complex customer inquiries, complaints, and escalations, turning challenging situations into opportunities for customer delight.
• Return & Refund Processing: Coordinate return authorizations, product inspections, and refund calculations, maintaining meticulous records in the ERP system.
• Data Integrity & Reporting: Maintain high data quality standards in SAP, JDE, and Oracle; generate and analyze reports to identify trends, bottlenecks, and improvement opportunities.
• Process Improvement: Collaborate with cross‑functional teams (Sales, Logistics, Finance) to refine order‑to‑cash processes, reduce cycle times, and enhance customer experience.
• Mentorship & Leadership: Provide guidance and coaching to junior team members, fostering a culture of continuous learning and high performance.
• Compliance & Governance: Ensure adherence to regulatory requirements, internal controls, and audit standards related to order management and customer data.
• Technology Adoption: Evaluate and recommend new tools or system enhancements that streamline workflows and improve service levels.

Essential Qualifications

• High school diploma or equivalent; bachelor’s degree preferred.
• Minimum of 5 years of progressive experience in customer service, order management, or related operations roles.
• Proven expertise with ERP platforms—SAP, JDE, and Oracle—demonstrated through hands‑on usage and process ownership.
• Strong analytical skills with the ability to interpret data, spot anomalies, and recommend actionable solutions.
• Exceptional written and verbal communication skills in English, with the ability to convey complex information clearly and professionally.
• Demonstrated ability to manage high volumes of customer interactions while maintaining accuracy and service quality.
• Proficiency in Microsoft Excel and the broader Microsoft Office suite, including advanced functions such as pivot tables, macros, and data visualization.
• Self‑motivated, detail‑oriented, and capable of working independently in a remote environment.

Preferred Qualifications

• Experience in the healthcare or medical technology industry, with a solid understanding of regulatory and compliance frameworks.
• Background in logistics, supply chain, or procurement, providing a holistic view of the order‑to‑cash cycle.
• Knowledge of customer relationship management (CRM) systems and integration with ERP platforms.
• Certification in SAP or JDE (e.g., SAP Certified Application Associate, JDE Certified Professional).
• Experience leading or participating in cross‑functional process improvement initiatives (Lean, Six Sigma).

Key Skills & Competencies

• Customer‑Centric Mindset: Passion for delivering exceptional service and building lasting relationships.
• Problem‑Solving: Ability to diagnose root causes quickly and implement effective solutions.
• Time Management: Prioritize tasks in a fast‑paced environment while meeting deadlines.
• Collaboration: Work seamlessly with teams across geography and function.
• Adaptability: Thrive in a constantly evolving technology landscape and regulatory environment.
• Technical Proficiency: Advanced skills in ERP systems, Excel, and data analytics tools.

Career Growth & Development

At brighthush, we believe in nurturing talent and providing clear career pathways. As a Senior Customer Service Representative, you will have the opportunity to:

• Progress into leadership roles such as Customer Service Manager or Operations Lead.
• Take on strategic projects that influence product development and customer experience initiatives.
• Participate in our Leadership Development Program, which offers mentorship, coaching, and rotational assignments.
• Access to a comprehensive learning portal featuring courses on ERP best practices, customer success, and industry trends.
• Earn certifications and credentials that enhance your professional profile.

Work Environment & Culture at brighthush

brighthush champions a culture of inclusion, transparency, and innovation. Our remote‑first model empowers you to work from anywhere while staying connected through:

• Weekly virtual town halls and cross‑departmental syncs.
• Digital collaboration tools (Slack, Teams, Confluence) that keep teams aligned.
• Regular virtual coffee breaks and informal meet‑ups to foster camaraderie.
• Annual global summits where employees share insights, celebrate wins, and shape the company’s future.

Compensation & Benefits

We offer a competitive salary range of USD 41,808 – 66,976 per year, commensurate with experience and performance. In addition to base pay, you will enjoy:

• Generous Paid Time Off (PTO): Accumulate vacation days, sick leave, and personal days to recharge.
• Tuition Reimbursement: Support for continuing education and professional development.
• Retirement Plan: 401(k) with company match to secure your financial future.
• Parental Leave: Generous maternity, paternity, and adoption leave policies.
• Health & Wellness: Comprehensive medical, dental, and vision coverage, plus a wellness stipend.
• Flexible Work Arrangements: Remote work with optional on‑site collaboration days.
• Employee Assistance Program (EAP): Confidential counseling and support services.
• Technology Stipend: Home office equipment and internet reimbursement.

How to Apply

If you are a proactive, customer‑focused professional with a passion for technology and process excellence, we want to hear from you. Submit your application through our career portal and join a team that values innovation, collaboration, and impact.

Join brighthush Today

Become part of a forward‑thinking organization that is reshaping the future of healthcare. Your expertise will help us deliver unparalleled service to our global customer base while advancing your own career trajectory. Apply now and take the next step toward a rewarding and impactful career at brighthush.