Customer Service Specialist

Planet Pharma; Morrisville (NC); On-site; USD 42,000 - 52,000; Full time

Job summary

Planet Pharma in Morrisville, NC seeks a customer-focused agent to deliver exceptional service across the customer experience in a fast-paced contact center. You will be the primary contact for internal and external customers, handling inquiries professionally and accurately.

Responsibilities include handling inbound/outbound calls, email, and other channels; answering questions about orders, status, pricing and returns; collaborating with Sales and Operations to resolve issues; and adhering to

Qualifications

• High School Diploma or equivalent.
• Minimum of 2 years of customer service and/or order entry/data entry experience.
• Associate's or Bachelor's degree preferred.
• SAP experience and CRM system experience preferred.
• Proficiency with Microsoft Windows, Word and Excel.

Responsibilities

• Handle inbound and outbound communications via phone, email, fax, and other channels.
• Respond to inquiries regarding order placement, status, product information, pricing, returns, and account maintenance.
• Collaborate with internal departments to resolve customer issues and support Sales teams as needed.
• Execute customer service and order management processes accurately; meet QA standards.
• Identify opportunities for process improvement and adhere to company policies and ethical standards.

Skills

Customer Service

Communication

Attention to Detail

Time Management

Problem Solving

Multitasking

Relationship building

Collaboration

Adaptability

Accountability

Education

High School Diploma or equivalent

Associate's or Bachelor's degree

Tools

Microsoft Windows

Microsoft Word

Microsoft Excel

SAP

CRM system

Job description

Position Summary

Provide exceptional customer service across all areas of the customer experience within a contact center environment. Serve as a primary point of contact for internal and external customers, ensuring inquiries are handled professionally, accurately, and efficiently.

Principal Responsibilities

Customer Support

• Handle inbound and outbound communications via:
  • Phone
  • Email
  • Fax
  • Other customer service channels

Customer Inquiries

Respond to inquiries regarding:

• Order placement
• Order status and tracking
• Product information
• Inventory availability
• Product pricing
• Returns and credits
• Account status
• New account setup and maintenance

Internal Collaboration

• Partner with internal departments to resolve customer issues
• Work closely with specialized Customer Service teams
• Support Sales teams as needed
• Maintain strong cross-functional relationships

Operational Excellence

• Execute customer service and order management processes accurately
• Meet Quality Assurance standards
• Achieve efficiency and productivity goals
• Identify opportunities for process improvement
• Provide recommendations to enhance operational effectiveness
• Adhere to company policies, core values, and ethical standards

Education & Experience

Required

• High School Diploma or equivalent
• Minimum of 2 years of customer service and/or order entry/data entry experience

Preferred

• Associate's or Bachelor's degree
• Coursework in a business-related field
• 1+ years of additional customer-facing experience

Required Skills & Qualifications

Customer Service

• Strong customer-first mindset
• Commitment to delivering an exceptional customer experience

Communication

• Excellent verbal communication skills
• Strong written communication skills

Technical Skills

• Proficiency with Microsoft Windows
• Working knowledge of Microsoft Word and Excel

Professional Skills

• Strong attention to detail
• Excellent time management and organizational skills
• Analytical thinking and problem-solving capabilities
• Ability to multitask in a fast-paced environment
• Ability to professionally manage challenging customer situations
• Strong relationship-building and collaboration skills
• Ability to work effectively with stakeholders at all levels

Preferred Skills

• SAP experience
• CRM system experience
• Contact center/customer support experience

Core Competencies

• Customer Focus
• Communication
• Attention to Detail
• Problem Solving
• Collaboration
• Time Management
• Adaptability
• Process Improvement
• Accountability