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Customer Service Specialist (South San Francisco or Louisville)

Genentech South San Francisco, CA
  • Expired: May 14, 2019. Applications are no longer accepted.

Customer Service Specialist (South San Francisco or Louisville)
South San Francisco
United States of America

Job ID: 201905-114320
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The Position
Channel Operations' mission is to ensure that the right product gets to the right place at the right time.

Key Responsibilities:
+ Provide outstanding customer service to all internal and external customers, partners and other stakeholders.
+ Acts as the first-line of contact for external channel customers or other related external parties, assisting with all GNE product order and related requests.
+ Provides full-time telephone coverage, customer call handling. Receives and manages high-volume telephone calls/inquiries as well as departmental faxes or other communication methods.
+ Manages Genentech's carriers to ensure shipments are delivered on-time and addresses/escalates as appropriate.
+ Processes returns and invoice adjustments for various customer segments in addition to creating and issuing RA's (Return Authorizations) and fulfilling damaged replacement order requests
+ Validates state licenses for all customers to ensure PDMA (Prescription Drug Marketing Act) compliance, creates, updates and issues licenses as appropriate
+ Supports Senior team in the processing of the Spoilage program, research and processes all returns including recalls.
+ Ensures final system approval is complete for time sensitive Corporate DOPs.
+ Represent the group on cross-functional teams as needed.
+ Processes all external customer product orders, for the entire Customer Service Portfolio team which could include order processing during flu season.

The successful candidate will demonstrate key competencies listed below critical to this role:
+ Decision Making - Thinks through problems clearly and logically; is decisive
+ Technical and Business Expertise - Applies emerging knowledge and trend; builds strong relationships; contributes expertise within and beyond assigned area
+ Communication - Listens well, expresses ideas fluently and logically, is open to input and feedback
+ Teamwork and Collaboration - Creates an atmosphere of openness and trust; collaborates, offers support and encouragement
+ Achieving Results - Is goal-directed and persistent; is accountable for meeting commitments, recognizes the contributions of peers


The following qualifications, experience and criteria unless otherwise stated as "preferred" or "a plus" are required:
+ BA/BS or 3 years call center/customer service experience is preferred
+ 2 or more years related work experience, i.e., customer service, administration-preferably gained within the pharmaceutical, biotechnology or related industry
+ Must demonstrate knowledge of data entry and good basic computer skills, e.g., proficiency with Microsoft Word, PowerPoint, Access, etc.
+ Previous database/computer systems experience, particularly in a high-volume, customer service/call center environment is strongly preferred
+ ERP (Enterprise Resource Planning) systems experience, particularly SAP, is preferred
+ Technical expertise and Microsoft Excel experience preferred, comfortable with both informal and formal UAT (user acceptance testing) strongly preferred
+ Strong analytical and business mathematics skills required.
+ Good time management, organizational skills including both good written and verbal communication skills.
+ Ability, comfort & commitment to operate in a highly regulated environment and industry that requires a fundamental understanding of adherence to company policies, procedures and relevant internal or external laws and regulations
+ Positive proactive attitude, strategic agility and a mindset of continuous improvement
+ Must have the ability to operate in a multitasking environment and within strict timelines.
+ Must be action oriented with a high degree of initiative and leadership.
+ Must be resourceful with excellent organization and customer service skills.
+ Proven ability to effectively exercise judgment and discretion with confidential and sensitive information
Who We Are
A member of the Roche Group, Genentech has been at the forefront of the biotechnology industry
for more than 40 years, using human genetic information to develop novel medicines for serious and
life-threatening diseases. Genentech has multiple therapies on the market for cancer & other serious
illnesses. Please take this opportunity to learn about Genentech where we believe that our employees
are our most important asset & are dedicated to remaining a great place to work.
The next step is yours. To apply today, click on the "Apply online" button.
Genentech is an equal opportunity employer & prohibits unlawful discrimination based on race, color, religion, gender, sexual orientation, gender identity/expression, national origin/ancestry, age, disability, marital & veteran status. For more information about equal employment opportunity, visit our Genentech Careers page.
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