Customer Service Specialist

Job Description

Pay Range: $20.09hr - $25.09hr

• 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 Order Management.
• 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 the customer, the 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.
• Support GNE Sales initiatives
• Participating in the product launch process to ensure a positive outcome
• Administer special programs
• Work as part of an effective team
• 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.

• Decision Making – Thinks through problems clearly and logically; is decisive. is decisive.
• Technical and Business Expertise – Applies emerging knowledge and trends; builds strong relationships contributes expertise within and beyond assigned area.
• Communication - Listens well, expresses ideas fluently and logically, is open to input and feedback.
• Teamwork and Collaboration – Creates an atmosphere of openness and trust; collaborates, offers support and encouragement.
• Achieving Results – Is goal-directed and persistent; is accountable for meeting commitments and recognizes the contributions of peers.
• Customer Service Specialist, Portfolio.

The following qualifications, experience and criteria unless otherwise stated as preferred” or “a plus” are required:

• BA/BS or 3 years call center/customer service experience is preferred
• 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.
• 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 are preferred.
• Comfort with both informal and formal UAT (user acceptance testing) is strongly preferred
• Good time management, organizational skills including strong 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 operate effectively in a multitasking environment and meet 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.