Customer and Sales Support Specialist - Carlsbad, CA

Customer And Sales Support Specialist

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 :

Physical Requirements :

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 :

Our People Make A Difference :

At Galderma, you'll work with people who are like you. And people that are different. We value what every member of our team brings. Professionalism, collaboration, and a friendly, supportive ethos is the perfect environment for people to thrive and excel in what they do.

Employer's Rights :

This job description does not list all the duties of the job. You may be asked by your supervisors or managers to perform other duties. You will be evaluated in part based on your performance of the tasks listed in this job description. The employer has the right to revise this job description at any time. This job description is not an employment contract, and either you or the employer may terminate employment at any time, for any reason. In addition, reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.