Customer Service Specialist
1 DNA Way South San Francisco, CA 94080
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.
Provide outstanding customer service to all internal and external customers, partners and other stakeholders Works with Lucentis Direct Supervisor and other team members to review/learn of Genentech business strategies, goals, as well as departmental goals and performance metrics relevant to his/her responsibilities Acts as the first-line of contact for external channel customers or other related external parties, assisting with all GNE product order and related requests Provides full-time telephone coverage, customer call handling. Receives and manages high-volume telephone calls/inquiries as well as departmental faxes or other communication methods Validates state licenses for all customers to ensure PDMA (Prescription Drug Marketing Act) compliance, creates, updates and issues licenses as appropriate Processes all external customer product orders, entering relevant data into departmental/company systems-processing orders for both Lucentis Direct as well as The Customer Service Portfolio which may include Tamiflu order processing during flu season. Assists with Customer Service Portfolio Lytics spoilage processing as needed Manages Genentech' s carriers to ensure shipments are delivered on-time and escalates any concerns/issues to Transportation as needed Processes returns and invoice adjustments for various customer segments in addition to creating and issuing RA' s (Return Authorizations) and fulfilling damaged Lucentis replacement order requests
Decision Making - Thinks through problems clearly and logically, is decisive Technical and Business Expertise - Applies emerging knowledge and trends, builds strong relationships, contributes to expertise within and beyond assigned area Communication - Listens well, expresses ideas fluently and logically, is open to input and can be depended on for truthfulness 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
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
Bachelors Degree or equivalent experience is preferred