Customer and Sales Support Specialist - Carlsbad, CA / Miami, FL

Whether it's the unique breadth of our integrated offering that covers Injectable Aesthetics, Dermatological Skincare and Therapeutic Dermatology products; or our commitment to recognizing and rewarding people for the contribution they make - working here isn't like anywhere else.

At Galderma, we actively give our teams reasons to believe in our ambition to become the leading dermatology company in the world. With us, you have the ultimate opportunity to gain new and challenging work experiences and create an unparalleled, direct impact.

Job Title:    Customer and Sales Support Specialist

Location:    Carlsbad, CA / Miami, FL

Job Description:

The Customer and Sales Support Specialist is responsible for providing outstanding customer and sales support.  Responsibilities include order entries for existing and new accounts, problem solving, answering product related questions, and fielding complaints.   This position reports to the Director, Sales & Customer Support.

Key Responsibilities

• Greet phone customers warmly and establish reason for calling.

• Answer general questions about usage of products, ingredients, indications for use, how to order on website, etc. using approved messaging.

• Receive all adverse events, customer complaints and return material requests, fill out appropriate form(s), and forward adverse events to Quality Manager.  Handle return material requests per company policy

• Manage Customer Support InBox, Gorgias ticketing system and voicemail, responding in a timely manner.

• Maintain a phone answer rate of 90%, while being logged in a minimum of 6 hours/day

• Record details of inquiries, comments, and complaints

• Assist consumers and accounts with order placement, order tracking, missing product, promotion and subscription assistance, and returns/exchanges on orders.

• Assist Account Managers with account order placement, order tracking, order corrections, processing and uploading new account paperwork.

• Coordinate Buy Back orders and related documentation and reconcile Buy Backs as received.

• Manage order customizations, including expedited shipping requests, discounting, product additions, promo exceptions.

• Assist Accounting Department with payments, resending invoices, balance inquiries.

• Route qualified opportunities to the appropriate Account Manager for further development and closure

• Process all required new account paperwork, ensuring documentation is complete.

• Be familiar with the FAQs on the website.

• Maintain and update current account information on website.

• Work with Training and Education department to provide approved messaging to consumers.

• Work with 3PL on order adjustments, shipping requirements, damaged and missing shipments

• Maintain current knowledge of marketing and sales promotions.

Requirements

• Bachelor’s Degree preferred or equivalent education and directly related years of experience.

• 3 or more years of previous inside sales, sales or customer service experience required. Previous skincare experience preferred.

• Ability to provide excellent customer service verbally and in writing.

• Experience with handling large call volume and call escalation process

• Ability to multi-task, prioritize, and manage time effectively.

• Effective communication, relationship-building, and strong problem-solving skills

• Experience working with NetSuite, Shopify, Gorgias and Loop preferred

• Proficient in Word, Excel, PowerPoint and web presentation tools

• Comfortable with data entry projects

Physical Requirements

• Must be able to remain in a stationary position for long periods of time

• The person in this position needs to occasionally stoop, bend, and kneel

• Frequently moves materials weighing up to 15 lbs

• Consistently operates a computer and other office productivity machinery, such as a telephone, copy machine, and computer printer

What we offer in return 

You will be working for an organization that embraces diversity & inclusion and believe we will deliver better outcomes by reflecting the perspectives of our diverse customer base. You will also have access to a range of company benefits, including a competitive wage with shift differential, annual bonus opportunities and career advancement and cross-training. 

Next Steps

• If your