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• Discards outdated blood products, as needed.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.
• Proficiency with computers.

Education and Experience:

• High school diploma or equivalent, required.
• One year of college, technical school, or Associate’s degree preferred.
• 1-2 years related experience is required.  Experience in an FDA-regulated industry is preferred.

Occupational Demands:

• Daily attendance is required.
• Typical work environment with moderate noise level.
• Ability to sit, stand, walk, stoop or crouch, hand/wrist use, talk, see, and hear for extended periods of time
• Ability to work with toxic or caustic chemicals 10-20 % of the time.
• Ability to read and understand documents, such as safety rules, procedure manuals, technical manuals, and correspondence.
• Ability to write short correspondence and reports.
• Ability to effectively present information and respond to questions from regional managers, employees, suppliers, external customers, and Corporate personnel.
• Ability to add, subtract, multiply and divide. Ability to perform mathematical operations using units of US dollars, weight measurement, volume, and distance.
• Ability to read a calendar, an analog clock, and use a calculator.
• Ability to apply common sense understanding to apply instructions given in written, oral, or diagram form.
• Ability to deal with problems involving a few variables in routine situations.
• Ability to use a spreadsheet and an Access Database.
• Ability to lift up to 50 lbs.
• Travel is negligible.

The pay range for the Financial Analyst role based in Vista, CA, is $18.71 - $28.07 per hour. Additionally, the position is eligible to participate in up to 5% of the company bonus pool. We offer a wide variety of benefits including, but not limited to: Medical, Dental, Vision, PTO, up to 5% 401(K) match and tuition reimbursement. Final compensation packages will ultimately depend on education, experience, skillset, knowledge, where the role is performed, internal equity and market data. We are committed to offering our employees opportunities for professional growth and career progression. Grifols is a global healthcare organization with employees in 30 countries focused on patient health and providing impactful results. Since our humble beginnings in 1909, Grifols has been a family company that prides itself on its family-like culture. Our company has more than tripled over the last 10 years, and you can grow with us!

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Third Party Agency and Recruiter Notice:

Agencies that present a candidate to Grifols must have an active, nonexpired, Grifols Agency Master Services Agreement with the Grifols Talent Acquisition Department. Additionally, agencies may only submit candidates to positions that they have been engaged to work on by a Grifols Recruiter. All resumes must be sent to a Grifols Recruiter under these terms or they will be considered a Grifols candidate.

Grifols provides equal employment opportunities to applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other characteristic or status protected by law. We will consider for employment all qualified Applicants in a manner consistent with the requirements of applicable state and local laws.

Location: NORTH AMERICA : USA : CA-Vista:USVISTA2 - Vista CA-980 Park Center Drive-AC 

Learn more about Grifols