Note: The job is a remote job and is open to candidates in USA. Jubilant HollisterStier is a pharmaceutical and biopharmaceutical manufacturing company supporting the production of sterile injectable, lyophilized, and allergenic products. The Customer Service Representative processes phone orders, handles customer inquiries, manages account and order information, resolves issues, and supports upselling, cross-selling, and customer experience improvements.
Responsibilities
- Process orders received via phone, demonstrating a thorough understanding of product details, order clarification, product allocations, and dating confirmation. Ensure accuracy and efficiency in order processing
- Handle routine and complex customer inquiries, providing timely and effective resolutions. Utilize strong problem-solving skills to address customer concerns and ensure their satisfaction
- Meet department standards of performance, including call center metrics and the effective management of off-phone tasks. Strive to exceed performance targets while maintaining quality standards
- Manage open orders diligently, following through on orders and inquiries to ensure customer satisfaction and meet business service level requirements
- Maintain accurate account details related to expired purchase orders, expired licenses, shipping instructions, and other customer-related functions. Ensure that customer records are up to date and organized for efficient reference
- Handle a wide range of customer inquiries, including processing proof of deliveries, credit and debit memo requests, providing invoice copies, investigating price concerns, and addressing other customer service-related issues
- Proactively engage in upselling and cross-selling opportunities during customer calls, effectively promoting additional products to maximize revenue potential
- Collaborate with cross-functional teams to resolve complex customer issues, demonstrating strong communication and problem-solving skills
- Stay updated on product knowledge, company policies, and industry trends to provide accurate and up-to-date information to customers
- Contribute to ongoing process improvements and initiatives aimed at enhancing the overall customer experience
- Participate in training sessions and coaching programs to continuously develop skills and knowledge
- Perform other duties and projects as assigned, demonstrating flexibility and adaptability in a dynamic work environment
Skills
- • High school diploma or equivalent required
- • Minimum 2 years proven experience in a customer service role, preferably in a fast-paced environment required
- • Excellent verbal and written communication skills, with the ability to effectively interact with customers and colleagues
- • Strong problem-solving and decision-making abilities, with a proactive approach to finding solutions
- • Attention to detail and accuracy in order processing and data entry
- • Proficiency in using customer service software, order management systems, and Microsoft Office Suite
- • Demonstrated ability to work well in a team and collaborate with cross-functional departments
- • Ability to remain calm and professional when dealing with difficult customers or challenging situations
- • Ability to multitask, prioritize workload, and manage time effectively
- • Bachelor's Degree desired
- • Experience in upselling and cross-selling is desirable
- • Pharmaceutical or Highly Technical Experience desired
Benefits
- Medical benefits begin immediately for the employee and their family.
- Dental benefits begin immediately for the employee and their family.
- Vision benefits begin immediately for the employee and their family.
- FSA/HSA benefits begin immediately for the employee and their family.
- Life insurance benefits begin immediately for the employee and their family.
- AD&D benefits begin immediately for the employee and their family.
- Disability benefits begin immediately for the employee and their family.
- Opportunities for growth and promotion.
- Annual raises.
- Remote work arrangement.
- Training sessions and coaching programs to continuously develop skills and knowledge.
Company Overview