Customer Service Representative

Planet Pharma

San Diego (CA)

Hybrid

USD 27,552 - 33,062

Part time

14 days+

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Job summary

Planet Pharma is seeking a Customer Service Representative I for a 5-month contract with a hybrid schedule in California. The role supports a high-volume order flow and ERP deployment, processing 150–200 orders daily and maintaining data accuracy.

You will enter orders using multiple systems, communicate with customers for order verification, and help the team meet service targets, with training provided during the first week.

Qualifications

2-3 years of applicable Customer Service experience.
2-3 years of experience entering high volume of data or orders (150-200 daily).
2 years of experience with Enterprise Resource Planning (ERP) systems
2 years of experience with Customer Relationship Management (CRM) systems
Proficiency with 10-key
Strong computer skills, minimum intermediate proficiency with MS Office programs
Ability to work in a dynamic, fast-paced environment
Independent self-starter who strives to meet and exceed goals

Responsibilities

Process orders received through email and ticketing systems
Enter and manage order information using the order management tool
Support a team handling approximately 1,100 orders per day
Training will be provided for approximately one week
Support the implementation of a new ERP system (Microsoft Dynamics 365). The team needs additional support processing customer orders
Enter and accurately process a high volume of daily orders (150 - 200 daily).
Initiate customer contact via phone and/or email to verify order information
Provide exceptional service to inbound customers over the phone and via email to place new orders and provide availability and delivery information
Be the subject matter expert on the intricacies and fulfillment criteria of multiple ordering platforms
Be familiar with the specific customer needs for various public and private research institutions
Properly route or address non-technical customer inquiries regarding delivery information of current and previous shipments
Maintain a professional level of privacy regarding confidential customer information
Actively participate in daily department meetings, owning metrics and providing thoughtful insight and solutions to challenges
Become eligible to serve as a Qualified Trainer for the team

Skills

Attention to detail

Flexibility

Customer service

Data entry

ERP experience

CRM experience

Education

Bachelor’s Degree or equivalent

Tools

ERP systems

CRM systems

EDI order processing

Job description

629466 Customer Service Representative I

5-month contract

Location: Hybrid – Monday and Friday remote; Tuesday through Thursday onsite.

Schedule: 8-hour shifts- Flexible start times between 6:00 AM and 8:30 AM

Top Skills:

Strong attention to detail and quality (accuracy metrics are a plus)

Flexibility and adaptability

Day-to-Day Responsibilities:

Process orders received through email and ticketing systems

Enter and manage order information using the order management tool

Support a team handling approximately 1,100 orders per day

Training will be provided for approximately one week

Supporting the implementation of a new ERP system (Microsoft Dynamics 365). The team needs additional support processing customer orders

Interview Process: One onsite group interview (approx. 45+ minutes)

Reason for Opening: Special Project

Duties:

Responsible for the timely and accurate data entry and input of customer orders into our Enterprise Resource Planning (ERP) system.
Enter and accurately process a high volume of daily orders (150 - 200 daily).
Initiate customer contact via phone and or email communication on an as needed basis to verify order information.
Provide exceptional service to inbound customers over the phone and via email to place new orders and provide availability and delivery information.
Responsible for the electronic processing and exception handling of electronic orders in system.
Consistently meet or exceed productivity and quality expectations to support legendary service targets and surpass customer satisfaction; Identify and solve any potential roadblocks that could affect those goals.
Confidently navigate multiple system applications to deliver legendary service in every interaction throughout the order life cycle.
Run reports generating order entry snapshots to keep team informed on daily progress and trending versus goals.
Be an agent of change – listen to ideas, share thoughts, and work together to implement process improvements.
Escalates customer issues to management.
Provides ongoing data entry support to the Customer Care Department on an as needed basis. Assist Associate Customer Service Representatives with addressing customer expectations.
Identify any discrepancies or potential obstacles that could impact on-time delivery to effectively communicate with the customer for a timely resolution.
Be the subject matter expert on the intricacies and fulfillment criteria of multiple ordering platforms.
Be familiar with the specific customer needs for various public and private research institutions.
Properly route or address non-technical customer inquiries regarding delivery information of current and previous shipments, the status of their orders and invoices.
Maintain a professional level of privacy regarding confidential customer information.
Actively participate in our daily department meetings, owning metrics and providing thoughtful insight and solutions to challenges.
Become eligible to serve as a Qualified Trainer for the team.
Other projects or responsibilities as may be required.