What are the responsibilities and job description for the Customer Service Rep I position at Jubilant HollisterStier Spokane?
Jubilant HollisterStier LLC, a well-established member of the business community in Spokane, Washington, provides a complete range of services to support the pharmaceutical and biopharmaceutical industries. The Allergy business is a worldwide leader in the manufacture of allergenic extracts, targeted primarily at treating allergies and asthma. Jubilant HollisterStier is also a nationally recognized contract manufacturer of sterile injectable vials, and lyophilized products. Jubilant HollisterStier is a proud member of the Jubilant Pharma family.
Our Promise: Caring, Sharing, Growing
We will, with the utmost care for the environment and society, continue to enhance value for our customers and stakeholders by providing innovative products and economically efficient solutions’ through growth, cost effectiveness and wise investment of resources.
Job Description:
The primary function of the Customer Service Representative is to take incoming customer calls and provide exceptional service to customers through effective use of the tools provided. This position is responsible for accurate order processing, open order management, problem solving, and follow-through on all orders and inquiries. This may include providing product knowledge information and sales negotiation to avoid product discards. This position is also responsible for recommending strategies that enhance service and customer relations. Essential responsibilities include:
- Accomplish non-phone tasks timely and effectively. Completing predefined duties as shown on the task list (i.e. after call work, research, credit and return requests, email responses, etc.).
- Meet department standards of performance, call center metrics including availability and effective management of off-phone tasks.
- Process orders received via e-mail, phone, fax, EDI. This includes order clarification, product allocations, and dating confirmation. Handle routine and/or difficult customer inquiries resulting in resolving problems efficiently and timely.
- Timely open order management including online orders placed by customers and sales professionals. Follow through on orders and inquiries to assure customer satisfaction and meet business service level requirements.
- Maintain customer account information. Including follow through on expired purchase orders, expired licenses, keeping instructions current, and other job related functions.
- Handle all customer inquiries and requests including product return authorization, processing proof of deliveries, credit and debit memo requests, providing invoice copies, investigate price concerns and other customer service related issues.
- Upsell for an additional order (i.e. if they need diluent, vials, etc. and review promotions) while on the phone with them and always provide professional and courteous service.
- Effective written and oral skills to include internal/external communications and documentation.
- Other duties and projects as assigned.
Qualifications:
- High School Diploma or equivalent required. Associates desired.
- Minimum of 2 years related experience required.
- Call center experience desired.
- Proficiency using Microsoft Word and Excel required.
- Typing speed of 50 wpm and 10-key proficiency required.
- Physical Requirements: Ability to lift 20 pounds, prolonged sitting, standing, and computer use.
- Minimal travel <10%
Shift: Days
Compensation:
- This position pays $20.56 to $27.80 per hour, depending on experience, with opportunity for growth, promotion and annual raises.
Benefits:
- Medical, Dental, Vision, Flexible Spending and Health Savings Accounts
- Life, AD&D, Short and Long Term Disability
- 401(k) with company match
- Generous paid time off plan
- Employee Assistance Program
Optional Benefits:
- Voluntary Life and AD&D for employee & family
- Supplemental Medical coverage (Critical Illness, Hospital Indemnity and Accident coverages)
- Pet Insurance
- ID Theft Protection
- Perk Spot Discount Program
Jubilant HollisterStier is a great place to grow!
If you’re up for a rewarding challenge, we invite you to take the first step and apply today!
https://www.jublhs.com/careers/career-opportunities
*Please click on the Spokane, WA link*
Jubilant HollisterStier is an EEO/AA Employer.
All qualified applicants will receive consideration for employment without regard to their protected veteran status and will not be discriminated against on the basis of disability.
If you require assistance applying for a position, please contact our HR Department at:
HResources@jhs.jubl.com
Salary : $21 - $28
