Customer Care Specialist 2

Planet Pharma; San Diego (CA); On-site; USD 39,000 - 52,000; Full time

Job summary

Planet Pharma in San Diego, CA is seeking a customer-focused professional to manage orders, credits, rebills, and billing adjustments in a fast-paced environment. You will support customer, regional, and country-specific requirements and provide timely, accurate responses to inquiries.

You will collaborate cross-functionally with sales, finance, and operations, document interactions in SAP ERP and Salesforce, and maintain accurate records.

Qualifications

• Minimum of 2 years of experience in customer support, order management, billing adjustment, operations support, or a related field.
• Exceptional verbal and written communication skills.
• Demonstrated ability to communicate information clearly and effectively to diverse audiences.
• Proficiency with Microsoft Office applications and enterprise systems, including CRM and ERP platforms such as Salesforce (SFDC) and SAP.
• Highly organized and detail-oriented, with the ability to manage multiple priorities while maintaining a high level of accuracy and productivity.
• Proven ability to exercise sound judgment, resolve issues independently, and engage appropriate teams or management to ensure timely resolution when necessary.
• Ability to work independently and collaboratively in a team-oriented environment.
• Experience working in a fast-paced, deadline-driven environment.

Responsibilities

• Process customer orders, credits, rebills, billing adjustments, and related review or release transactions.
• Support customer, regional, and country-specific business requirements as assigned.
• Provide inquiry and email support to internal stakeholders and external customers, ensuring requests are addressed promptly, accurately, and professionally within the assigned scope.
• Collaborate cross-functionally to ensure business requirements and timeline commitments are met.
• Proactively communicate issues, risks, roadblocks, and status updates for assigned areas of responsibility to assigned contacts and leaders.
• Manage case assignments and maintain accurate records of customer interactions, inquiries, resolutions, and follow-up activities.
• Action and document validations in SAP ERP system and Excel reports as assigned.
• Exercise sound judgment to identify issues requiring escalation and engage appropriate teams or management to ensure timely resolution.
• Clearly communicate resolutions, recommendations, and next steps to customers and internal partners.
• Apply established policies, procedures, and business practices to make informed decisions and determine appropriate actions.

Skills

Customer support

Order management

Billing adjustment

Operations support

Communication skills

Microsoft Office

Salesforce

SAP

Detail-oriented

Multitasking

Education

Bachelor's degree

Tools

Salesforce (SFDC)

SAP ERP

Job description

Target PR Range: 28-38/hr DOE

Key Responsibilities

• Process customer orders, credits, rebills, billing adjustments, and related review or release transactions.
• Support customer, regional, and country-specific business requirements as assigned.
• Provide inquiry and email support to internal stakeholders and external customers, ensuring requests are addressed promptly, accurately, and professionally within the assigned scope.
• Collaborate cross-functionally to ensure business requirements and timeline commitments are met.
• Proactively communicate issues, risks, roadblocks, and status updates for assigned areas of responsibility to assigned contacts and leaders.
• Manage case assignments and maintain accurate records of customer interactions, inquiries, resolutions, and follow-up activities.
• Action and document validations in SAP ERP system and Excel reports as assigned.
• Exercise sound judgment to identify issues requiring escalation and engage appropriate teams or management to ensure timely resolution.
• Clearly communicate resolutions, recommendations, and next steps to customers and internal partners.
• Apply established policies, procedures, and business practices to make informed decisions and determine appropriate actions.

Note: The responsibilities listed above are intended to describe the general nature and level of work performed by individuals in this position. Responsibilities may change based on business needs.

Education

• Bachelor's degree or equivalent work experience

Skills and Experience

• Minimum of 2 years of experience in customer support, order management, billing adjustment, operations support, or a related field.
• Exceptional verbal and written communication skills.
• Demonstrated ability to communicate information clearly and effectively to diverse audiences.
• Proficiency with Microsoft Office applications and enterprise systems, including CRM and ERP platforms such as Salesforce (SFDC) and SAP.
• Highly organized and detail-oriented, with the ability to manage multiple priorities while maintaining a high level of accuracy and productivity.
• Proven ability to exercise sound judgment, resolve issues independently, and engage appropriate teams or management to ensure timely resolution when necessary.
• Ability to work independently and collaboratively in a team-oriented environment.
• Experience working in a fast-paced, deadline-driven environment.