Senior Customer Service Representative
Planet Pharma, Irvine, California, United States, 92713
Irvine CA - Hybrid 3 days per week onsite and 2 days WFH (MUST BE LOCAL)
9 month extendable CONTRACT
Basic Requirements
H.S. Diploma is required
Minimum of 3 years Customer Service Experience
MUST HAVE call center style 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, this includes 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 is preferred (BA/BS degree is necessary to promote within)
Salesforce experience or CRM experience
Proficient in JDE (ERP Software)
Responsibilities
Use of case management system to manage customer contacts and order detail with razor sharp accuracy
Proactively track, resolve, and escalate order or cases in alignment with service excellence standards
Place and monitor orders via phone, fax, and email for hospital and sales rep customers
Orders translate to new orders, Returns, Billing, Inventory adjustments, reconciliations, and FCAs/Recalls
Own it! Proactively communicate backorders, order status, product availability, and missed deliverables
Resolve complex issues via root cause analysis investigation, proposal of resolution, and resolution implementation with limited intervention
Prioritize high work volumes from phones, email, case management, and faxes
Become a SME (Subject Matter Expert) 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
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Basic Requirements
H.S. Diploma is required
Minimum of 3 years Customer Service Experience
MUST HAVE call center style 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, this includes 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 is preferred (BA/BS degree is necessary to promote within)
Salesforce experience or CRM experience
Proficient in JDE (ERP Software)
Responsibilities
Use of case management system to manage customer contacts and order detail with razor sharp accuracy
Proactively track, resolve, and escalate order or cases in alignment with service excellence standards
Place and monitor orders via phone, fax, and email for hospital and sales rep customers
Orders translate to new orders, Returns, Billing, Inventory adjustments, reconciliations, and FCAs/Recalls
Own it! Proactively communicate backorders, order status, product availability, and missed deliverables
Resolve complex issues via root cause analysis investigation, proposal of resolution, and resolution implementation with limited intervention
Prioritize high work volumes from phones, email, case management, and faxes
Become a SME (Subject Matter Expert) 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
#J-18808-Ljbffr