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Planet Pharma · 1 day ago

Customer Service Specialist

South San Francisco, CA

Contract

Hybrid

Entry, Mid Level

2+ years exp

Planet Pharma is looking for a Customer Service Specialist to provide high-quality customer support and manage daily activities. The role involves handling customer inquiries, training associates, and ensuring customer satisfaction while working collaboratively within the team.

BiotechnologyHealth CarePharmaceutical

Responsibilities

Handle complex customer inquiries and escalations

Provide expert support in customer interactions

Train and mentor customer service associates

Analyze customer feedback for service improvements

Ensure high levels of customer satisfaction

Provide a high level of customer service

Act in accordance with company policy

Provide full time phone coverage (shift to be determined by management)

Suggest new programs and or projects to promote customer service

Determine appropriate action to take to resolve customer issues

Determine when it is appropriate to escalate customer issues to management

Work with Finance, Product Distribution and Customers to resolve disputes

Act as customer advocate in investigating and responding to complaints while suggesting necessary process improvements to avoid recurrence

Stay informed of current industry practices / trends

Participate in the development and maintenance of department defined quality standards and measures

Maintain effective and timely communication with team members as well as the supervisor regarding departmental issues

Support corporate values

Remain flexible to ever changing customer needs and requirements

Process customer orders accurately

Review inventory to determine appropriate customer order commitment

Maintain follow up on customer order issues

Interact with key customer purchasing personnel to advise of order status

Ensure adherence to appropriate laws, regulations and programs

Administer customer return process

Act as a liaison between customer, third party provider and GNE to facilitate customer returns

Interacts with Finance to ensure all return credits are issued in accordance with the return policy

Ensure timely turnaround of customer authorizations

Provide quarterly sales analysis reports on returns, sales and order performance to Customer Operations Management

Participating in the product launch process to ensure a positive outcome

Administer special programs

Support team decisions

Respect diversity

Being flexible with assigned schedule

Have the ability to adapt to a constant changing environment

Ability to work through conflicting, delayed or ambiguous information

Actively Participate in various team initiatives; Lean Daily Management, etc

Qualification

Customer service experienceERP systems (SAP)Data entry skillsMicrosoft ExcelCommunication skillsProblem-solving skillsTime managementOrganizational skillsTeamworkAdaptability

Required

0-5 years of experience

Strong problem-solving skills

Excellent communication abilities

Ability to manage customer complaints efficiently

2 or more years related work experience, i.e., customer service, administration-preferably gained within the pharmaceutical, biotechnology or related industry

Must demonstrate knowledge of data entry and good basic computer skills, e.g., proficiency with Microsoft Word, PowerPoint, Access, etc

Good time management, organizational skills including both good written and verbal communication skills

Ability, comfort & commitment to operate in a highly regulated environment and industry that requires a fundamental understanding of adherence to company policies, procedures and relevant internal or external laws and regulations

Positive proactive attitude, strategic agility and a mindset of continuous improvement

Must have the ability to operate in a multitasking environment and within strict timelines

Must be action oriented with a high degree of initiative and leadership

Must be resourceful with excellent organization and customer service skills

Proven ability to effectively exercise judgment and discretion with confidential and sensitive information

Preferred

Advanced training in customer support preferred

BA/BS or 3 years call center/customer service experience is preferred

Previous database/computer systems experience, particularly in a high-volume, customer service/call center environment is strongly preferred

ERP (Enterprise Resource Planning) systems experience, particularly SAP, is preferred

Technical expertise and Microsoft Excel experience preferred, comfortable with both informal and formal UAT (user acceptance testing) strongly preferred