Planet Pharma · 1 day ago
Customer Service Representative I
San Diego, CA
Full-time
Onsite
Entry Level
2+ years expPlanet Pharma is a company focused on delivering exceptional customer service, and they are seeking a Customer Service Representative I to manage customer orders and inquiries. The role involves timely data entry, processing a high volume of orders, and ensuring customer satisfaction through effective communication and problem-solving.
BiotechnologyHealth CarePharmaceutical
Responsibilities
Responsible for the timely and accurate data entry and input of customer orders into our Enterprise Resource Planning (ERP) system
Enter and accurately process a high volume of daily orders (150 - 200 daily)
Initiate customer contact via phone and or email communication on an as needed basis to verify order information
Provide exceptional service to inbound customers over the phone and via email to place new orders and provide availability and delivery information
Responsible for the electronic processing and exception handling of electronic orders in system
Consistently meet or exceed productivity and quality expectations to support legendary service targets and surpass customer satisfaction; Identify and solve any potential roadblocks that could affect those goals
Confidently navigate multiple system applications to deliver legendary service in every interaction throughout the order life cycle
Run reports generating order entry snapshots to keep team informed on daily progress and trending versus goals
Be an agent of change – listen to ideas, share thoughts, and work together to implement process improvements
Escalates customer issues to management
Provides ongoing data entry support to the Customer Care Department on an as needed basis. Assist Associate Customer Service Representatives with addressing customer expectations
Identify any discrepancies or potential obstacles that could impact on-time delivery to effectively communicate with the customer for a timely resolution
Be the subject matter expert on the intricacies and fulfillment criteria of multiple ordering platforms
Be familiar with the specific customer needs for various public and private research institutions
Properly route or address non-technical customer inquiries regarding delivery information of current and previous shipments, the status of their orders, and invoices
Maintain a professional level of privacy regarding confidential customer information
Actively participate in our daily department meetings, owning metrics and providing thoughtful insight and solutions to challenges
Become eligible to serve as a Qualified Trainer for the team
Other projects or responsibilities as may be required
Qualification
Required
2-3 years of applicable Customer Service experience
2-3 years of experience entering high volume of data or orders (150-200 daily)
2 years of experience with Enterprise Resources Planning (ERP) systems
2 years of experience with Customer Relationship Management (CRM) systems
Bachelor's Degree or equivalent combination of education and experience
Proficient knowledge of Enterprise Resources Planning (ERP) systems
Proficient knowledge of Customer Relationship (CRM) systems
Proficient experience with EDI order processing
Experience with multiple order source platforms
A desire to enact change and strive for innovation
Proficiency with 10-key
Strong computer skills, minimum intermediate proficiency with MS Office programs
Ability to work in a dynamic, fast-paced environment
Independent self-starter who strives to meet and exceed goals
Strong attention to detail – accuracy is essential
Proven excellent verbal/written communication
Proven track record of de-escalating customer issues with sympathy and empathy
Company
Planet Pharma
Planet Pharma is a pharmaceuticals company.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Cynthia Lewis
Senior Executive Recruiter, Life Sciences - PPG Advisory Partners
Emma Morris
President, PPG Advisory Partners
Company data provided by crunchbase