Planet Pharma
Senior Customer Service Representative
Planet Pharma, Irvine, California, United States, 92713
Job Description
Target PR Range: 19-25/hr; Depending on experience
We are looking for initiative‑taking, purpose‑driven, creative problem solvers and active listeners who can think on their own feet and take charge. You have a team‑player mindset with influential communication skills that are transferable via phone, email, or video. Serving others with accountability and commitment to excellence is your personal mantra.
Responsibilities
Use of case management system to manage customer contacts and order detail with razor‑sharp accuracy
Proactively track, resolve, and escalate orders or cases in alignment with service‑excellence standards
Place and monitor orders via phone, fax, and email for hospital and sales‑rep customers
Handle new orders, returns, billing, inventory adjustments, reconciliations, and FCAs/recalls
Proactively communicate backorders, order status, product availability, and missed deliverables
Resolve complex issues via root‑cause analysis investigation, proposal of resolution, and implementation with limited intervention
Prioritize high work volumes from phones, email, case management, and faxes
Become a subject‑matter expert (SME) who can coach and train others
Systematically process and transact consignment conversions & reconciliations
Perform basic data analysis and generate reports for Sales, Customers, and Consignment Team
Process customer returns and coordinate with Inventory Teams to ensure product is received
Complete customer credits following documentation guidelines under SOX key controls
Communicate regularly with Supply Chain Planning for inventory availability
Perform at a level to meet and sustain department metrics and expectations
Basic Requirements
High School Diploma required
Minimum of 4 years Customer Service experience
Excellent written and verbal communication, interpersonal and relationship‑building skills with focus on negotiating and persuasion
Ability to work in a demanding environment
Excellent Customer Service skills with ability to negotiate and resolve demanding situations
Ability to build and maintain strong relationships across the organization to influence and achieve objectives
Strong time‑management skills with ability to prioritize competing objectives
Must be able to work in a team environment with minimum supervision, including inter‑departmental and cross‑departmental business partners
Demonstrates problem‑solving and critical‑thinking skills
Proficient in MS Office Suite
Experience within an ERP software
Ability to manage confidential information with discretion
Strict attention to detail
Preferred Qualifications
Bachelor’s degree preferred (BA/BS necessary to promote within)
Salesforce or other CRM experience
Proficient in JDE (ERP Software)
Equal Opportunity Employer We are proud to be an equal‑opportunity employer. We welcome and encourage applications from all qualified candidates regardless of race, sex, gender identity or expression, disability, age, religion or belief, sexual orientation, or any other characteristic protected by applicable laws and regulations. It is our policy not to discriminate against any applicant or employee, and we are committed to fostering a diverse, inclusive, and respectful work environment across all locations in which we operate. We believe that diversity, equity, and inclusion are fundamental to our mission and enhance our ability to serve clients globally. If you have a disability or require any reasonable accommodations during the application or interview process, please inform your recruiter or contact us directly so that we can explore the appropriate arrangements.
Fraud Alert Candidate safety is a top priority at Planet Pharma. The industry has seen an increase in people falsely representing themselves as recruiters to gather personal information from job seekers. For your safety, do not provide sensitive data to anyone you have not spoken with thoroughly, never provide banking information during the application process and always double‑check the email address of the recruiter to ensure it's from an official Planet Pharma domain (@planet-pharma.com, @planet-pharma.co.uk, and @ppgadvisorypartners.com) and not a domain with an alternative extension like .net, .org or .jobs.
Location: Irvine, CA, United States
#J-18808-Ljbffr
We are looking for initiative‑taking, purpose‑driven, creative problem solvers and active listeners who can think on their own feet and take charge. You have a team‑player mindset with influential communication skills that are transferable via phone, email, or video. Serving others with accountability and commitment to excellence is your personal mantra.
Responsibilities
Use of case management system to manage customer contacts and order detail with razor‑sharp accuracy
Proactively track, resolve, and escalate orders or cases in alignment with service‑excellence standards
Place and monitor orders via phone, fax, and email for hospital and sales‑rep customers
Handle new orders, returns, billing, inventory adjustments, reconciliations, and FCAs/recalls
Proactively communicate backorders, order status, product availability, and missed deliverables
Resolve complex issues via root‑cause analysis investigation, proposal of resolution, and implementation with limited intervention
Prioritize high work volumes from phones, email, case management, and faxes
Become a subject‑matter expert (SME) who can coach and train others
Systematically process and transact consignment conversions & reconciliations
Perform basic data analysis and generate reports for Sales, Customers, and Consignment Team
Process customer returns and coordinate with Inventory Teams to ensure product is received
Complete customer credits following documentation guidelines under SOX key controls
Communicate regularly with Supply Chain Planning for inventory availability
Perform at a level to meet and sustain department metrics and expectations
Basic Requirements
High School Diploma required
Minimum of 4 years Customer Service experience
Excellent written and verbal communication, interpersonal and relationship‑building skills with focus on negotiating and persuasion
Ability to work in a demanding environment
Excellent Customer Service skills with ability to negotiate and resolve demanding situations
Ability to build and maintain strong relationships across the organization to influence and achieve objectives
Strong time‑management skills with ability to prioritize competing objectives
Must be able to work in a team environment with minimum supervision, including inter‑departmental and cross‑departmental business partners
Demonstrates problem‑solving and critical‑thinking skills
Proficient in MS Office Suite
Experience within an ERP software
Ability to manage confidential information with discretion
Strict attention to detail
Preferred Qualifications
Bachelor’s degree preferred (BA/BS necessary to promote within)
Salesforce or other CRM experience
Proficient in JDE (ERP Software)
Equal Opportunity Employer We are proud to be an equal‑opportunity employer. We welcome and encourage applications from all qualified candidates regardless of race, sex, gender identity or expression, disability, age, religion or belief, sexual orientation, or any other characteristic protected by applicable laws and regulations. It is our policy not to discriminate against any applicant or employee, and we are committed to fostering a diverse, inclusive, and respectful work environment across all locations in which we operate. We believe that diversity, equity, and inclusion are fundamental to our mission and enhance our ability to serve clients globally. If you have a disability or require any reasonable accommodations during the application or interview process, please inform your recruiter or contact us directly so that we can explore the appropriate arrangements.
Fraud Alert Candidate safety is a top priority at Planet Pharma. The industry has seen an increase in people falsely representing themselves as recruiters to gather personal information from job seekers. For your safety, do not provide sensitive data to anyone you have not spoken with thoroughly, never provide banking information during the application process and always double‑check the email address of the recruiter to ensure it's from an official Planet Pharma domain (@planet-pharma.com, @planet-pharma.co.uk, and @ppgadvisorypartners.com) and not a domain with an alternative extension like .net, .org or .jobs.
Location: Irvine, CA, United States
#J-18808-Ljbffr