Customer Service Specialist

Job Title: Customer Service Specialist
Job Location: South San Francisco, CA 94080
Job Duration: 06 Months+ (Possibility of extension or conversion)
Pay Range: $22 - $24.91/hr on w2
 
Job Description:
Department Overview:
The Channel Operations team ensures that the right product reaches the right place at the right time, driving excellence in service and operational efficiency.
 
Position Overview:
The Customer Service Specialist will be responsible for delivering exceptional customer support through full-time phone coverage, managing daily tasks, and participating in internal and external departmental initiatives. This role plays a critical part in the smooth operation of the company, with a focus on dependability, discretion, and adaptability.
 
Key Responsibilities:
Customer Service Excellence:

• Provide a high level of customer service, in line with company policy.
• Act as a primary point of contact for customer inquiries and resolve issues efficiently.
• Suggest and implement improvements for customer service processes.

• Assess and determine the appropriate action for customer issues, including when escalation to management is necessary.
• Serve as a customer advocate, investigating complaints and proposing solutions to prevent recurrence.
• Collaborate with departments such as Finance and Product Distribution to resolve disputes.

• Accurately process customer orders and ensure appropriate inventory levels for order commitments.
• Communicate order status with customers, ensuring transparency and timely updates.
• Administer the customer return process, liaising between the customer, third-party providers, and internal teams.
• Work closely with Finance to ensure that all return credits are issued correctly.

• Provide quarterly reports on returns, sales performance, and order status to the Customer Operations Management team.
• Support client’s Sales initiatives and participate in the product launch process to ensure smooth execution.

• Work effectively as part of a team, respecting diversity and supporting team decisions.
• Remain adaptable to changing customer needs and business requirements.
• Engage in various team initiatives such as Lean Daily Management.

• Decision Making: Able to analyze situations logically and make decisive, well-considered decisions.
• Technical and Business Expertise: Applies emerging knowledge and trends, building strong cross-departmental relationships.
• Communication: Excellent listening and communication skills, with an ability to express ideas clearly and receive feedback.
• Teamwork and Collaboration: Fosters an open and supportive team environment, encourages collaboration and shared responsibility.
• Achieving Results: Goal-oriented and persistent, with a strong commitment to meeting deadlines and achieving success.

• A Bachelor’s degree (BA/BS) or 3 years of customer service/call center experience.
• At least 2 years of relevant work experience, preferably in customer service or administration within the pharmaceutical, biotechnology, or a similar industry.
• Proficiency in Microsoft Office (Word, PowerPoint, Excel) and strong data entry skills.
• Experience with ERP systems (SAP preferred) and familiarity with high-volume, customer service environments.
• Ability to manage time effectively, multitask, and meet strict deadlines.
• Strong organizational, communication, and customer service skills.
• Ability to work in a highly regulated industry, adhering to company policies, procedures, and legal regulations.
• Demonstrated ability to maintain discretion with sensitive and confidential information.