Planet Pharma ยท 1 day ago
Senior Customer Service Representative
Irvine, CA
Full-time
Hybrid
Mid, Senior Level
$24/hr - $26/hr
4+ years expPlanet Pharma is a company seeking a Senior Customer Service Representative for a hybrid role in Irvine, California. The primary responsibilities include managing customer contacts, resolving order issues, and providing exceptional service while handling high volumes of calls and emails.
BiotechnologyHealth CarePharmaceutical
Hiring Manager
Patrick Sazama
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
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
Qualification
Required
Candidates must be articulate and have strong recent CSR experience
Completed High School Diploma OR GED
Minimum of 4 years Customer Service Experience
White Glove Call Center Experience
Must be able to support 30+ calls per day
Must be able to respond to 40+ emails per day
Experience with SalesForce, CRM, and/or ERP
Preferred
Completed Bachelor's Degree
Company
Planet Pharma
Planet Pharma is a pharmaceuticals company.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Cynthia Lewis
Senior Executive Recruiter, Life Sciences - PPG Advisory Partners
Emma Morris
President, PPG Advisory Partners
Company data provided by crunchbase