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Customer Svc Specialist

South San Francisco, CA | Job #: 19-00245


  • • Provide outstanding customer service to all internal and external customers, partners and other stakeholders
  • • Acts as the first-line of contact for external channel customers or other related external parties, assisting with all 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.
  • • Ensures 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 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
  • Education: Bachelors Degree or equivalent experience is preferred