Job Description

OSITION OVERVIEW:

The Customer Service Specialist role is dedicated to providing the highest quality of customer support by offering full time phone coverage, managing numerous daily activities, and participating in internal and external departmental projects. The role of Customer Service is critical to the daily operation of the organization.  It is imperative that Customer Service employees are dependable, discreet, discerning and flexible.

KEY RESPONSIBILITIES:

• Provide a high level of customer service
• Act in accordance with company policy
• Provide full time phone coverage (shift to be determined by management)
• Suggest new programs and or projects to promote customer service
• Determine appropriate action to take to resolve customer issues
• Determine when it is appropriate to escalate customer issues to management
• Work with Finance, Product Distribution and Customers to resolve disputes
• Act as customer advocate in investigating and responding to complaints while suggesting necessary process improvements to avoid recurrence
• Stay informed of current industry practices / trends
• Participate in the development and maintenance of department defined quality standards and measures
•  Maintain effective and timely communication with team members as well as the supervisor regarding departmental issues
• Support corporate values
• Remain flexible to ever changing customer needs and requirements
• Order Management
• Process customer orders accurately
• Review inventory to determine appropriate customer order commitment. 
• Maintain follow up on customer order issues.
• Interact with key customer purchasing personnel to advise of order status
• Ensure adherence to appropriate laws, regulations and programs
• Administer customer return process
• Act as a liaison between customer, third party provider and GNE to facilitate customer returns.
• Ensure accurate posting of credits and debits in accordance to policy
• Ensure timely turnaround of customer authorizations
• Support GNE Sales initiatives
• Participating in the product launch process to ensure a positive outcome
• Administer special programs
• Work as part of an effective team
• Support team decisions
• Respect diversity
• Being flexible with assigned schedule
• Have the ability to adapt to a constant changing environment
• Ability to work through conflicting, delayed or ambiguous information
• Actively Participate in various team initiatives; Lean Daily Management, etc.

Skills:

QUALIFICATIONS:

The following qualifications, experience and criteria unless otherwise stated as “preferred” or “a plus” are required:

• 2 or more years related work experience, i.e., customer service, administration-preferably gained within the pharmaceutical, biotechnology or related industry
• Must demonstrate knowledge of data entry and good basic computer skills, e.g., proficiency with Microsoft Word, PowerPoint, Access, etc.
• Previous database/computer systems experience, particularly in a high-volume, customer service/call center environment is strongly preferred
• ERP (Enterprise Resource Planning) systems experience, particularly SAP, is preferred
• Technical expertise and Microsoft Excel experience preferred, comfortable with both informal and formal UAT (user acceptance testing) strongly preferred
• Strong analytical and business mathematics skills required.
• Good time management, organizational skills including both good written and verbal communication skills.
• Ability, comfort & commitment to operate in a highly regulated environment and industry that requires a fundamental understanding of adherence to company policies, procedures and relevant internal or external laws and regulations
• Positive proactive attitude, strategic agility and a mindset of continuous improvement
• Must have the ability to operate in a multitasking environment and within strict timelines.
• Must be action oriented with a high degree of initiative and leadership.
• Must be resourceful with excellent organization and customer service skills.
• Proven ability to effectively exercise judgment and discretion with confidential and sensitive information

THE SUCCESSFUL CANDIDATE WILL DEMONSTRATE KEY COMPETENCIES LISTED BELOW CRITICAL TO THIS ROLE:

• DECISION MAKING – Thinks through problems clearly and logically; is decisive
• TECHNICAL AND BUSINESS EXPERTISE – Applies emerging knowledge and trend; builds strong relationships; contributes expertise within and beyond assigned area
• COMMUNICATION -  Listens well, expresses ideas fluently and logically, is open to input and feedback
• TEAMWORK AND COLLABORATION – Creates an atmosphere of openness and trust; collaborates, offers support and encouragement
• ACHIEVING RESULTS – Is goal-directed and persistent; is accountable for meeting commitments, recognizes the contributions of peers

Education:

• BA/BS or 3 years call center/customer service experience is preferred

Company Description

The Compass Group is a management consulting and search firm comprised of seasoned industry executives who care deeply about helping our clients meet their goals. We ensure our business partners not only have a sound strategy, but one where their teams can execute in the real world. Serving the biotech, pharmaceutical and medical products industries, Compass focuses in two critical arenas: Strategic Consulting & Staffing and Search.