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Customer Care Specialist 2

San Diego, CA 92122

Posted: 01/15/2025 Employment Type: Contract Job Category: Customer Service Job Number: 616860 Is job remote?: No Country: United States

Job Description


Confirm minimum education: Bachelors preferred
Confirm minimum years of Experience: 2+ in customer support
Key Qualifications that are must haves: 
  • Ability to actively listen to drive an outstanding customer experience
  • Able to problem solve, independently leveraging resources if needed
  • Attentional to detail
Personal attributes that enables to be successful in the role: 
  • Maintains a positive "can do" attitude
  • Poised and approachable
  • Empathetic
  • Adaptable
Interview process: 2-3 rounds
 
Summary

The ideal candidate has excellent communication skills and provides quick resolution for both internal and external customers. They will build strong relationships with customers and serve as a liaison between customers and cross-functional groups across the company. The candidate should have experience managing order entry/fulfillment inquiry and case management utilizing multiple systems and always provide an exceptional customer experience that promotes retention and loyalty.

Key Responsibilities
  • Provides phone and email support to internal and external customers ensuring their requests are captured and resolved promptly.
  • Validates all aspects of orders to ensure order accuracy completeness and technical feasibility along with company requirements for shipping to meet customer requirements and revenue recognition.
  • Ensures communication is maintained throughout the ordering process by providing customers and sales with order verification updates on delivery dates product availability and pricing.
  • Forward looking review of backlogs and manages ship schedule to ensure timely delivery.
  • Drives system utilization through tailored interaction and provides continuous personalized support by troubleshooting issues and/or providing guidance for utilizing our eCommerce/B2B platform.
  • Uses judgement and expertise to proactively recognize matters needing attention or escalation and initiates action by communicating to appropriate internal teams and/or management to drive resolution.
  • Seeks to understand customer needs and is able to think big picture before offering solutions.
  • Drives cross functional efforts to remove roadblocks or works independently to resolve complex orders and customer issues and clearly articulates resolution to internal partners and customers.
  • Collaborates with internal teams including Technical Support Sales Finance Digital Supply Chain and Commercial Operations to ensure seamless customer experiences.
  • Works closely with the Regional Commercial team to support business/customer needs and identify and pass leads to sales team as appropriate.
  • Compiles data and prepares reports for ad-hoc transactional use and analyzes data to drive decision making.
  • Forward looking review of backlogs and manages ship schedule to ensure timely delivery.
  • Develops understanding of the company's account management requirements and identify opportunities to improve the customer experience.
  • Supports short and/or long-term projects as a volunteer or per assignment.
  • Supports key accounts and/or specific business areas as assigned.
  • May attend customer visits to identify areas of improvements on order-to-delivery process and propose solutions to close process gaps
  • Ability to understand policies practices and procedures in order to exercise good judgement and determine appropriate action.
  • Works on problems of moderate scope where analysis of situations and/or data requires a review of multiple factors.
  • Listed responsibilities are an essential but not exhaustive list of the usual duties associated with the position. Changes to individual responsibilities may occur due to business needs.

Qualifications Minimum Requirements

Bacheloras degree preferred. Equivalent years of experience considered.

The staffing 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 and never provide banking information during the application process. Candidate safety is a top priority at Planet Pharma.

Planet Pharma is an equal opportunity employer. It is our practice not to discriminate against any employee or applicant based on any criteria, condition or basis protected by laws or regulations in the locations where we do business. All qualified applicants are encouraged to apply. We celebrate diversity and are committed to providing an environment of mutual respect. We believe that diversity, equity and inclusion enable us to better meet our mission and values while serving our clients across the globe. If you have a disability or handicap and would like us to accommodate you in any reasonable way, please inform your recruiter, or contact us, so that we can discuss the appropriate alternatives available.

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About San Diego, CA

Ready to embark on an exciting career journey in sunny Southern California? Explore our job opportunities in the thriving city of San Diego! Known for its stunning beaches, perfect weather, and vibrant culture, San Diego offers a unique combination of career growth and quality of life. With renowned attractions like Balboa Park, the San Diego Zoo, and the USS Midway Museum, along with a diverse culinary scene and a plethora of art galleries and theaters like the La Jolla Playhouse, there's always something new to experience. Whether you're a sports enthusiast looking to cheer for the Padres at Petco Park or seeking outdoor adventures at Torrey Pines State Natural Reserve, San Diego has something for everyone. Begin your job search today and discover why this picturesque city is the perfect place to elevate your career!

Although this hasn't been an issue at Planet Pharma, the staffing 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 and never provide banking information during the application process. Candidate safety is a top priority at Planet Pharma.