Customer Service Representative

Jubilant HollisterStier LLC, Spokane's Largest Manufacturing Company, and well-established member of the business community, provides a complete range of services to support the pharmaceutical and biopharmaceutical industries. Jubilant HollisterStier is a nationally recognized contract manufacturer of sterile injectable vials, and lyophilized products. The Allergy business is a worldwide leader in the manufacture of allergenic extracts, targeted primarily at treating allergies and asthma. Jubilant HollisterStier is a proud member of the Jubilant Pharma family.

Our Promise: Caring, Sharing, Growing

We will, with the utmost care for the environment and society, continue to enhance value for our customers and stakeholders by providing innovative products and economically efficient solutions' through growth, cost effectiveness and wise investment of resources.

Job Description:

The Customer Service Representative plays a vital role in delivering exceptional customer service and ensuring customer satisfaction. They are responsible for efficiently processing orders received via phone, handling inquiries, and resolving problems promptly. The role requires strong problem-solving skills, attention to detail, and the ability to effectively manage customer relationships. The Customer Service Representative also contributes to upselling and cross-selling efforts to maximize revenue opportunities.

1. Process orders received via phone, demonstrating a thorough understanding of product details, order clarification, product allocations, and dating confirmation. Ensure accuracy and efficiency in order processing.
2. Handle routine and complex customer inquiries, providing timely and effective resolutions. Utilize strong problem-solving skills to address customer concerns and ensure their satisfaction.
3. Meet department standards of performance, including call center metrics and the effective management of off-phone tasks. Strive to exceed performance targets while maintaining quality standards.
4. Manage open orders diligently, following through on orders and inquiries to ensure customer satisfaction and meet business service level requirements.
5. Maintain accurate account details related to expired purchase orders, expired licenses, shipping instructions, and other customer-related functions. Ensure that customer records are up to date and organized for efficient reference.
6. Handle a wide range of customer inquiries, including processing proof of deliveries, credit and debit memo requests, providing invoice copies, investigating price concerns, and addressing other customer service-related issues.
7. Proactively engage in upselling and cross-selling opportunities during customer calls, effectively promoting additional products to maximize revenue potential.
8. Collaborate with cross-functional teams to resolve complex customer issues, demonstrating strong communication and problem-solving skills.
9. Stay updated on product knowledge, company policies, and industry trends to provide accurate and up-to-date information to customers.
10. Contribute to ongoing process improvements and initiatives aimed at enhancing the overall customer experience.
11. Participate in training sessions and coaching programs to continuously develop skills and knowledge.
12. Perform other duties and projects as assigned, demonstrating flexibility and adaptability in a dynamic work environment.

Qualifications:

• High school diploma or equivalent required
• Bachelor's Degree Desired
• Minimum 2 years proven experience in a customer service role, preferably in a fast-paced environment required
• Experience in upselling and cross-selling is desirable
• Pharmaceutical or Highly Technical Experience desired
• Excellent verbal and written communication skills, with the ability to effectively interact with customers and colleagues required
• Strong problem-solving and decision-making abilities, with a proactive approach to finding solutions required
• Attention to detail and accuracy in order processing and data entry required
• Proficiency in using customer service software, order management systems, and Microsoft Office Suite required

Shift: Weekday days, Monday-Friday

Compensation & Benefits:

This is an on-site, full-time position located in Spokane, WA.

• Hiring Wage: $25.11 - $33.96 hr. depending on experience, with opportunity for growth, promotion and annual raises. Midpoint and above is reserved for employees who have longevity with Jubilant HollisterStier and consistently exhibit outstanding performance over a period of time in the role
• Medical, Dental, Vision, Flexible Spending and Health Savings Accounts
• Life, AD&D, Short and Long Term Disability
• 401(k) with company match
• Generous paid time off plan
• Employee Assistance Program

Unlock your potential with Jubilant HollisterStier! If you're seeking a dynamic and rewarding career, we welcome your application today!

https://jubilantcareer.jubl.com/

*Please click on the Spokane, Wa. Link*

Jubilant HollisterStier is an EEO/AA Employer.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

If you require assistance applying for a position, please contact our HR Department at:

JHS-TalentAcquisition@jubl.com