Senior Representative, Customer Service
Planet Pharma, Irvine, California, United States, 92713
Job Description
Target PR Range: 19-26/hr *Depending on experience
Job Description Our Senior Representatives will deliver excellent customer service to customers with elevated expectations! You will support our customers by instilling trust, driving results, and staying patient focused! The ability to change hats and work as a team and independently is essential to success. You are the first point of contact and will own the customer experience from start to finish. Each interaction will require the ability to follow our processes with speed and accuracy. A performance-based organization that rewards diligent workers.
This position includes but is not limited to the following:
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 Experts) 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: • H.S. Diploma is 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, 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)
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.
Target PR Range: 19-26/hr *Depending on experience
Job Description Our Senior Representatives will deliver excellent customer service to customers with elevated expectations! You will support our customers by instilling trust, driving results, and staying patient focused! The ability to change hats and work as a team and independently is essential to success. You are the first point of contact and will own the customer experience from start to finish. Each interaction will require the ability to follow our processes with speed and accuracy. A performance-based organization that rewards diligent workers.
This position includes but is not limited to the following:
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 Experts) 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: • H.S. Diploma is 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, 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)
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.