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Customer Service Specialist

System One • South San Francisco, CA • 5h ago

Job Title: Customer Service Specialist

Location: South San Francisco, CA

Type: Contract

Compensation: $25/hr

Contractor Work Model: Onsite

Position Overview:

The Customer Service Specialist role is dedicated to providing the highest quality of customer support by offering full time phone coverage, managing numerous daily activities, and participating in internal and external departmental projects.

The role of Customer Service is critical to the daily operation of the organization. It is imperative that Customer Service employees are dependable, discreet, discerning and flexible.

Key Responsibilities:

Provide a high level of customer service

Act in accordance with company policy

Provide full time phone coverage (shift to be determined by management)

Suggest new programs and or projects to promote customer service

Determine appropriate action to take to resolve customer issues

Determine when it is appropriate to escalate customer issues to management

Work with Finance, Product Distribution and Customers to resolve disputes

Act as customer advocate in investigating and responding to complaints while suggesting necessary process improvements to avoid recurrence

Stay informed of current industry practices / trends

Participate in the development and maintenance of department defined quality standards and measures

Maintain effective and timely communication with team members as well as the supervisor regarding departmental issues

Support corporate values

Remain flexible to ever changing customer needs and requirements

Order Management

Process customer orders accurately

Review inventory to determine appropriate customer order commitment.

Maintain follow up on customer order issues.

Interact with key customer purchasing personnel to advise of order status

Ensure adherence to appropriate laws, regulations and programs

Administer Customer Return Process

Act as a liaison between customer, third party providers and the company to facilitate customer returns.

Ensure accurate posting of credits and debits in accordance to policy

Ensure timely turnaround of customer authorizations

Support Sales initiatives

Participating in the product launch process to ensure a positive outcome

Administer special programs

Work as part of an effective team

Support team decisions

Respect diversity

Being flexible with assigned schedule

Have the ability to adapt to a constant changing environment

Ability to work through conflicting, delayed or ambiguous information

Actively Participate in various team initiatives; Lean Daily Management, etc.

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

System One, and its subsidiaries including Joulé, ALTA IT Services, and Mountain Ltd., are leaders in delivering outsourced services and workforce solutions across North America. We help clients get work done more efficiently and economically, without compromising quality. System One not only serves as a valued partner for our clients, but we offer eligible employees health and welfare benefits coverage options including medical, dental, vision, spending accounts, life insurance, voluntary plans, as well as participation in a 401(k) plan.

System One is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, age, national origin, disability, family care or medical leave status, genetic information, veteran status, marital status, or any other characteristic protected by applicable federal, state, or local law.

Ref: #568-Clinical

System One, and its subsidiaries including Joulé, ALTA IT Services, CM Access, TPGS, and MOUNTAIN, LTD., are leaders in delivering workforce solutions and integrated services across North America. We help clients get work done more efficiently and economically, without compromising quality. System One not only serves as a valued partner for our clients, but we offer eligible full-time employees health and welfare benefits coverage options including medical, dental, vision, spending accounts, life insurance, voluntary plans, as well as participation in a 401(k) plan.

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