Customer Service Specialist

  • Free
  • Published date: July 11, 2020
    • California, United States

Position Overview:

The Customer Service Specialist role is dedicated to providing the highest quality of customer support by offering full time phone coverage, managing numerous daily activities, and participating in internal and external departmental projects. The role of Customer Service is critical to the daily operation of the organization. It is imperative that Customer Service employees are dependable, discreet, discerning and flexible.

Key Responsibilities:

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 customer, third party provider and GNE to facilitate customer returns.
Ensure accurate posting of credits and debits in accordance to policy
Ensure timely turnaround of customer authorizations
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.

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

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 preferred, comfortable with both informal and formal UAT (user acceptance testing) strongly preferred
Strong analytical and business mathematics skills required.
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

The successful candidate will demonstrate key competencies listed below critical to this role:

Decision Making – Thinks through problems clearly and logically; is decisive
Technical and Business Expertise – Applies emerging knowledge and trend; 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, recognizes the contributions of peers
BA/BS or 3 years call center/customer service experience is preferred


Worker will be expected to return to work onsite once offices re-open
Reference : Customer Service Specialist jobs

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