Customer Service Coordinator

The Planet Group; Duluth (GA); On-site; USD 55,000 - 75,000; Full time

Job summary

The Planet Group in Duluth, GA is seeking a customer service-focused professional to support regulated processes in our animal health environment. You will process reimbursements, returns, credits, and manage documentation while ensuring compliance with GMPs and FDA-related requirements.

Collaborating with internal teams and external partners, you will research topics, run queries, and prepare reports for the Manager, while maintaining high ethical standards and a strong attention to detail.

Qualifications

• Strong customer service background in regulated environments.
• Experience with validated systems and GMPs.
• Basic knowledge of Microsoft Office and databases.
• Experience with SAP validated databases preferred.
• Strong organization and time management.
• Attention to detail and problem solving.
• Strong oral and written communication; team player.
• Ability to work independently under pressure.
• Understanding veterinary practice issues helpful.

Responsibilities

• Process customer reimbursements, legal releases, returns, and credits.
• Manage team email in boxes and documentation.
• Research topics, run queries, and prepare reports for Manager.
• Communicate with internal and external customers including BI customers, distributors, vendors, PV, QA, Warehouse, Field Sales and Customer Care.
• Oversee development and maintenance of department processes.
• Support daily activities and help achieve milestones and KPIs.
• Ensure compliance with regulations (EEO, FDA) and company policy.
• Report violations to management.
• Uphold high ethical and professional standards.
• Understand GMPs and pharmacovigilance compliance.
• Balance customer service with regulatory compliance and user friendliness.

Skills

Customer service

Regulatory compliance

GMPs knowledge

Communication skills

Time management

Problem solving

Team collaboration

Independence under pressure

Tools

SAP

Microsoft Office

Job description

• Performs tasks include but are not limited to: processing of customer reimbursements, legal releases, arranging for product returns, assuring proper customer credits, and managing team email in boxes and associated documentation.
• Research pertinent topics, run queries, and prepare reports as requested by the Manager. Participate in call analysis and report trends or issues involving product usage. Perform additional duties as assigned.
• Effectively & Efficiently communicates with both internal and external customers including: BI customers waiting for reimbursements/credits, VeTS, Distributors, Third Party Vendors, Pharmacovigilance, Quality Assurance, Warehouse, Field Sales and Customer Care.
• Oversees development and maintenance of department Business Processes for the tasks they are responsible for.
• Supports department in daily activities as well as works collaboratively in order to deliver to milestones, KPIs and objectives.
• Performs all Company business in accordance with all regulations (e.g., EEO, FDA, etc.) and Company policy and procedures.
• When violations are noted/observed they are to be immediately reported to management.
• Demonstrates high ethical and professional standards with all business contacts in order to maintain BIVI's excellent reputation within the animal health community and internally.
• Must be able to understand and apply relevant GMPs and have an understanding of pharmacovigilance and complaint handling Compliance requirements.

Skills:

• This position requires someone with a strong customer service background, experience working in validated systems and a commitment to excellence.
• Must understand the balance of providing customer service in a regulatory compliance environment to ensure strict adherence to all principles of good product stewardship.
• Basic knowledge working with Microsoft Office products and databases.
• Basic knowledge in SAP validated databases preferred.
• Must have good organization and time management skills.
• Attention to detail, quality focused and strong technical and problem solving skills.
• Strong oral and written communication skills and an ability to operate effectively in a team environment.
• Ability to work independently, under pressure, demonstrating initiative, emotional self control and flexibility.
• Must possess a basic understanding of basic veterinary practice issues and procedures.
• Must understand the balance of providing excellent low effort customer service in a regulatory compliance environment.
• Ability to manage conflict and to balance business needs with user friendliness.