Customer Service Specialist

Would you like to join an international team working to improve the future of healthcare? Do you want to enhance the lives of millions of people? Grifols is a global healthcare company that since 1909 has been working to improve the health and well-being of people around the world. We are leaders in plasma-derived medicines and transfusion medicine and develop, produce and market innovative medicines, solutions and services in more than 110 countries and regions.

This is a hybrid scheduled position based in Vista, CA.

Summary:

This position is responsible for receiving and entering customer orders and meeting the customers’ requirements for each specific order, including quantity, quality, and on-time delivery. This position also assists with planning and forecasting of products based off whole blood donations.

 

Primary Responsibilities:

• Performs day-to-day customer communication and order entry into the Customer Order System from email and phone orders in a timely manner with speed, accuracy, professionalism, and politeness.
• Creates invoices for each day's shipments and finalizes the previous day's invoices.           
• Answers customer inquiries regarding current and future orders.
• Informs Whole Blood centers of daily collection and specialty draw assignments.
• Generates the appropriate Certificate of Analysis for each customer shipment.
• Calculates and records daily sales totals and donor totals.
• Informs customers of any shortages with their orders or reschedules orders.
• Responsible for product knowledge, content of customer specifications, and adhering to company policies.
• Understands processes of Whole Blood and Processing and Manufacturing business units, quality requirements, and adheres to Standard Operating Procedures.
• Reviews, investigates, and resolves customer complaints / issues and escalates issues to Sr. Customer Service Manager as necessary.

 

 

Additional Responsibilities:

• Calculates monthly sales totals and donor numbers.
• Tracks the top 10 customers by sales for the month.
• Places monthly blood bag orders for Whole Blood centers.
• Manages Processing and Manufacturing supplies and product inventory needed to fill orders.
• Generates price quotations per customer’s request.
• Discards outdated blood products, as needed.
• Assists with daily shipment release.
• Interacts internally with Processing and Manufacturing staff, Donation Centers, Bio Supplies personnel, and Corporate staff.
• Interacts externally with customers.
• Performs all other duties as required / assigned.

 

Knowledge, Skills, and Abilities:

• Must have excellent interpersonal and communication skills.
• Explicit attention to detail is required.
• Must have excellent analytical skills, organizational skills and follow-up.
• Must have excellent problem-solving skills and ability to analyze situations in a timely manner.
• Must have ability to organize and prioritize work assignments.
• Must have ability to handle multiple priorities in a fast-paced environment.
• Must have ability to participate in multi-functional teams.
• Must have ability to establish and maintain effective working relationships and provide excellent customer service.
• Must have ability to communicate courteously with customers by phone, email, letter and face-to-face.