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Customer Service Specialist
Ref No.: 18-07121
Location: South San Francisco, California
Job title: CustomerService Representative
Job Location:San Fransico,CA

Job descrition:
  • Provide outstanding customer service to all internal and external customers, partners and other stakeholders
  • Works with Lucentis Direct Supervisor and other team members to review/learn of business strategies, goals, as well as departmental goals and performance metrics relevant to his/her responsibilities
  • 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
  • Validates state licenses for all customers to ensure PDMA (Prescription Drug Marketing Act) compliance, creates, updates and issues licenses as appropriate
  • Processes all external customer product orders, entering relevant data into departmental/company systems-processing orders for both Lucentis Direct as well as The Customer Service Portfolio which may include Tamiflu order processing during flu season. Assists with Customer Service Portfolio Lytics spoilage processing as needed
  • Manages Genentech's carriers to ensure shipments are delivered on-time and escalates any concerns/issues to Transportation as needed
  • Processes returns and invoice adjustments for various customer segments in addition to creating and issuing RA's (Return Authorizations) and fulfilling damaged Lucentis replacement order requests

  • The following qualifications, experience and criteria unless otherwise stated as "preferred” or "a plus” are required:
  • 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

Thank you for your time

Sakshi Gupta
(508) 848-0307,