Customer Service Representative I

Planet Pharma; San Diego (CA); On-site; USD 26,000 - 33,000; Full time

Job summary

Planet Pharma in San Diego is seeking a customer service professional to enter and process a high volume of orders and provide exceptional support to customers by phone and email. The role requires handling 75–150 daily orders after training and using ERP/CRM systems to manage order life cycles.

Ideal candidates have 0–1 years in customer service, data entry, and experience with EDI, ERP, and CRM systems, with strong communication skills and attention to detail.

Qualifications

• 0–1 years of applicable Customer Service experience
• 0–1 years of data/order entry experience (100–150 daily)
• 0–1 years of experience with EDI order processing
• 0–1 years of experience with ERP systems
• 0–1 years of experience with CRM systems

Responsibilities

• Enter and accurately process high volume of daily orders into our ERP database system.
• Identify discrepancies or obstacles impacting on-time delivery and communicate with the customer for timely resolution.
• Meet or exceed productivity and quality targets to support legendary service and surpass customer satisfaction; escalate roadblocks as needed.
• Navigate multiple system applications to deliver legendary service throughout the order life cycle.
• Provide exceptional service to customers over the phone and via email to place orders and provide availability and delivery information.
• Master the intricacies and fulfillment criteria of multiple ordering platforms.
• Familiarize with customer needs for various public and private research institutions.
• Maintain confidentiality of customer information.
• Actively participate in daily department meetings, own metrics and provide insights and solutions.

Skills

Verbal and written communication

Attention to detail

Fast-paced environment

De-escalation

Education

High school diploma or GED

Tools

MS Office

ERP systems

CRM systems

EDI processing software

Job description

Duties

• Upon completing training period, enter and accurately process high volume of daily orders (75-150 daily) into our Enterprise Resource Planning (ERP) database system.
• Identify any discrepancies or potential obstacles that could impact on-time delivery to effectively communicate with the customer for a timely resolution.
• Consistently meet or exceed productivity and quality expectations to support legendary service targets and surpass customer satisfaction; appropriately accelerate any roadblocks that could affect those goals.
• Confidently navigate multiple system applications to deliver legendary service in every interaction throughout the order life cycle.
• Provide exceptional service to customers over the phone and via email to place new orders and provide availability and delivery information.
• Master the intricacies and fulfillment criteria of multiple ordering platforms.
• Gain familiarity with the specific customer needs for various public and private research institutions.
• 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.

Pay range: 19-24/hr depending on experience

Skills

• Other projects or responsibilities as may be required.
• 0-1 years of applicable Customer Service experience
• 0-1 years of experience entering high volume of data or orders (100-150 daily)
• 0-1 years of experience with EDI order processing
• 0-1 years of experience with Enterprise Resources Planning (ERP) systems
• 0-1 years of experience with Customer Relationship Management (CRM) systems
• Strong computer skills, including knowledge of MS Office programs
• Proven excellent verbal/written communication
• Strong attention to detail – accuracy is essential
• Desire to work in a dynamic, fast-paced environment
• Proven track record of de-escalating customer issues with sympathy and empathy

Education

minimum High school diploma/GED