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Obagi · 1 day ago

Customer Service Representative

Long Beach, CA

Full-time

Onsite

Entry, Mid Level

$20/hr - $26/hr

2+ years exp

Obagi Cosmeceuticals is an industry leading dermo-cosmetic brand that provides transformational skin care products. The Customer Service Representative will be responsible for answering inbound communications, resolving customer issues, and providing an exceptional customer experience while collaborating with multiple departments.

Health CareMedicalMedical DevicePharmaceutical

Comp. & Benefits

Responsibilities

Process orders for internal and external customers via Oracle and diligently manage any returns; issue refunds/replacements as needed, document any quality complaints, and track return exception requests

Organize and file all sample request documents and maintain accuracy for future audits

Respond and resolve all inbound inquiries including, but not limited to product information and availability, product quality and medical complaints, purchase options, and online sales policies

Collaborate with various departments to ensure all requests and/or complaints are handled appropriately and timely; exclusively with Regulatory Affairs and Quality Assurance with regards to inquiries for medical/Rx products and potential adverse events

Own specific processes related to our Professional (Physician) Channel such as: Product return policies, Physician eligibility verification, Physician Locator tool and relevant practice information, Prescription product sample requests and acknowledgement forms

Manage quarterly product sample allotments for Obagi sales force; provide accurate product shipment details and relevant tracking information

Compile all product replacement requests, verify customer eligibility, and provide real time status updates to relevant stakeholders such as sales management, field reps, or physicians as needed

Maintain working knowledge and understanding of current sales policies and promotions to accurately verify and approve promotional orders

Assist external vendors with inquires, issues, and order tracking, with emphasized detail surrounding our Premier Points Patient Program

Coordinate weekly updates with sales operations

Qualification

Customer service experienceOracle proficiencyData entry skillsMicrosoft Office proficiencyOrganizational skillsTime management skillsCommunication skillsPositive attitudeAdaptability

Required

A high school diploma required; an associate or bachelor's degree in business administration or communications strongly preferred

At least 2+ years of relevant customer service experience and data entry in a corporate or call center setting

Exceptional organizational and prioritization/time management skills; demonstrated ability to work under pressure to meet deadlines

Comfortable with communicating via calls, email, chat, etc

Comfortable operating in a fast paced, ever-changing environment; someone who thrives in ambiguity and adapts quickly

Proficiency in Microsoft Office (particularly Excel, Word) and other technologies such as Oracle and relevant CRM tools

Flexibility with working with multiple time zones

Possess an energetic, positive attitude that encourages a team and supports the growth and professional development of others

Preferred

An associate or bachelor's degree in business administration or communications

Prior experience with prescription Rx and pharmaceutical products highly preferred

Experience servicing within different business models (B2B, direct to customer, direct to consumer, etc.)

Company

Obagi

Obagi Cosmeceuticals is a specialty pharmaceutical company that develops, markets and sells, and is the leading provider of proprietary topical aesthetic and therapeutic clinically-proven skin care systems in the physician-dispensed market.

Founded in 1988

Long Beach, California, USA

201-500 employees