Planet Pharma · 13 hours ago
Customer Care Representative
Duluth, GA
Contract
Hybrid
New Grad, Entry LevelPlanet Pharma is a company seeking a Customer Care Representative to manage complex service interactions. The role involves handling customer inquiries, resolving complaints, and ensuring a positive customer experience through various communication channels.
BiotechnologyHealth CarePharmaceutical
Responsibilities
As a Customer Representative, the individual is responsible for handling a range of complex service interactions that require one to quickly assess, clarify, and analyze the customer's needs
The types of interactions range from handling account inquiries including billing and/or order issues, website navigation, order entry, resolution of complaints, while doing so in a manner that reduces customer effort and promotes a positive customer experience
The person in this role is responsible for the documentation of customer queries and performing monitoring activities for each customer's case until resolution
The channels of service one may be handling include phone, email, and/or self-service
The individual should be able to work within a structured environment, while demonstrating flexibility and initiative to establish and achieve individual professional goals
Within BIAH Quality Standards, handle service interaction, regardless of type or channel, in a manner that reduces customer effort
Anticipate customer needs and meet those needs through upselling, cross selling of products, and/or services, including support and direction on use of online account management tools
Execute needed follow-up through various communication channels such as outbound calls and emails in accordance with BIAH Standards
Accommodate special customer requests and rectify customer complaints with good judgment and critical decision-making skills while balancing the needs of BIAH
Resolve inquiries related to marketing programs, product, price, and order status information within established processes and procedures
Acquire and maintain an understanding of processes, procedures, and the systems used for support
Document each interaction information on each interaction, so the information can be shared throughout BIAH
Communicates day-to-day work status updates within the team
Collaborates with a purpose to identify common ground across diverse teams to achieve mutual and independent goals
Qualification
Required
HS diploma is required
Candidates must be able to work onsite in both Duluth, GA and Johns Creek, GA - office is moving Summer 2026
Training will be 100% onsite for the first 6 weeks, then candidates will work a hybrid schedule (3 days onsite)
Shift – Mon – Fri (closed weekends)
Basic level of job-related knowledge and department goals and strategies
Demonstrates strong competence in maneuvering BI's customer platform and systems
Exhibits great proficiency in multi-tasking and ensuring each customer interaction is handled with a high quality of care
Demonstrates great adaptability skills; adjusts easily to changes in processes and procedures Customer Care
Adapts existing processes to current method of task completion and may make recommendations; identify opportunities for improving one's work environment
Excellent written and verbal communication skills
Strong interpersonal skills with the ability to work in a close team environment
Must be able to work within several software applications including Microsoft, call center, and custom programs
Key Attributes
Initiative & Resilience – Ability to take ownership and adapt to challenges
Prioritization & Organization – Strong time management skills and ability to handle multiple tasks effectively
Problem-Solving & Critical Thinking – Skilled in developing solutions and making sound decisions
Technical Aptitude – Comfortable learning and applying new technologies
Customer Service Orientation – Committed to deliver exceptional service and support
Innovation & Agility – Open to change and able to pivot quickly in dynamic environments
Attention to Detail – Ensures accuracy and quality in all tasks
Self-Starter – Proactive in driving results and collaborating across teams
Research Skills – Capable of gathering and analyzing information to support decisions
Customer experience focus
Ability to learn and comprehend abstract, complex, and technical information
Preferred
Bachelor's degree from an accredited institution is preferred
Animal/Veterinary experience is a plus
Salesforce/SAP is a plus
Company
Planet Pharma
Planet Pharma is a pharmaceuticals company.
Founded in 2009
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