Customer Service Associate

Who We Are:

Obagi Cosmeceuticals is an industry leading, ~$115M dermo-cosmetic brand that provides transformational skin care products clinically formulated to minimize signs of skin aging, address dark spots, hyperpigmentation, fine lines, and wrinkles. A 35-year legacy backed by science and innovation to protect and enhance skin tone and texture. Ranked No. 1 and widely recognized by US dermatologists and plastic surgeons for its clinical excellence and science-backed approach, Obagi remains a leader in the beauty space and operates as a global luxury and innovative brand with omni-channel presence (distribution to physicians, wholesale partners, retail outlets, on-line and direct-to-consumer). Obagi is on a mission to create a global, best-in-class multi-brand, multicategory portfolio, and will continue to redefine the future of skincare. We are Obagi. Fearless. Together.

What We Need:

Obagi is seeking an enthusiastic, organized, and charismatic Customer Service Representative (CSR) to join our growing team! Responsible for answering inbound communications from field reps, customers, and consumers, this person will be tasked with answering product questions, resolving issues or concerns and providing a seamless, exceptional customer and consumer experience. Partnering across multiple departments, this person will become a subject matter expert regarding Obagi products, sales promotions and programs, and company policies relevant to physicians and other consumers.

What You’ll Do:

• Process orders for internal and external customers via Oracle and diligently manage any returns; issue refunds/replacements as needed, document any quality complaints, and track return exception requests.
• Organize and file all sample request documents and maintain accuracy for future audits.
• Respond and resolve all inbound inquiries including, but not limited to product information and availability, product quality and medical complaints, purchase options, and online sales policies.
• Collaborate with various departments to ensure all requests and/or complaints are handled appropriately and timely; exclusively with Regulatory Affairs and Quality Assurance with regards to inquiries for medical/Rx products and potential adverse events.
• Own specific processes related to our Professional (Physician) Channel such as:
  • Product return policies
  • Physician eligibility verification
  • Physician Locator tool and relevant practice information
  • Prescription product sample requests and acknowledgement forms
• Manage quarterly product sample allotments for Obagi sales force; provide accurate product shipment details and relevant tracking information.
• Compile all product replacement requests, verify customer eligibility, and provide real time status updates to relevant stakeholders such as sales management, field reps, or physicians as needed.
• Maintain working knowledge and understanding of current sales policies and promotions to accurately verify and approve promotional orders.
• Assist external vendors with inquires, issues, and order tracking, with emphasized detail surrounding our Premier Points Patient Program.
• Coordinate weekly updates with sales operations.

What You’ll Need:

• A high school diploma required; an associate or bachelor’s degree in business administration or communications strongly preferred.
• At least 2 years of relevant customer service experience and data entry in a corporate or call center setting.
• Prior experience with prescription Rx and pharmaceutical products highly preferred.
• Experience servicing within different business models (B2B, direct to customer, direct to consumer, etc.)
• Exceptional organizational and prioritization/time management skills; demonstrated ability to work under pressure to meet deadlines.
• Comfortable with communicating via calls, email, chat, etc.
• Comfortable operating in a fast paced, ever-changing environment; someone who thrives in ambiguity and adapts quickly.
• Proficiency in Microsoft Office (particularly Excel, Word) and other technologies such as Oracle and relevant CRM tools.
• Flexibility with working with multiple time zones.
• Possess an energetic, positive attitude that encourages a team and supports the growth and professional development of others.

Physical Requirements:

These demands document the physical requirements of a specific job. Criteria may include: Lifting, Carrying, Push/Pull, Sitting/Standing (In Place); On Feet, Walking, Bending, Turn/Twist; Kneeling; Squatting; Crawling; Climbing; Reaching (Out)/Reaching (Up), Grasping, Wrist Turning; Pinching; Finger Manipulation, Hearing, Talking, Working with a computer for eight hours, Working in close quarters. Communicating over the telephone for eight hours.

Disclaimer:

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of job requirements, so classified. All employees may be required to perform duties outside of their normal responsibilities, from time to time, as needed.