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Customer Service Specialist

South San Francisco, CA 94080

Posted: 11/14/2023 Employment Type: Contract Industry: Commercial Operations Job Number: 11479 Pay Rate: $23.00 - $25.00

Job Description

Our client is a leading biotechnology company that discovers, develops, manufactures, and commercializes medicines to treat patients with serious or life-threatening medical conditions. They are among the world's leading biotech companies, with multiple products on the market and a promising development pipeline.

Department Overview:
  • Channel Operations mission is to ensure that the right product gets to the right place at the right time.

Position 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.

Job Requirements

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

Meet Your Recruiter

Lexie Pierce

As a Compass recruiter, Lexie brings in 15 years of experience in leadership and employee growth and development. She's incredibly passionate about helping candidates find and accept new opportunities, ultimately leading her to start her recruiting career in the life science industry. Her favorite part about connecting with Compass candidates and clients is witnessing the excitement the candidates exude and making an impact on their lives.


Outside of the office, Lexie enjoys going to the farmers' market on Saturdays with her son so she can find the best produce to use in her family dinners. She enjoys cooking, reading, knitting, restoring furniture, and spending time with her family and friends. Lexie is also passionate about supporting organizations that are looking to educate the community about Congenital Heart Defects (CHD).

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