Customer Care Specialist 2 - Planet Pharma : Job Details

Job Description Customer Care Specialist 2 (Field Support and Operations) - US1 Summary The Customer Support Specialist (FSOP) builds strong relationships with customers and serves as a liaison between customers and cross-functional groups across the company. This position will have strong communication skills and be able to remove roadblocks and provide quick resolution for customers and internal teams. They should have experience interfacing with and supporting internal and external customers and/or distributors managing order fulfillment and service operations. The Customer Support Specialist contributes to the company's ability to meet sales goals while providing an exceptional customer experience. Key Responsibilities:

• Process orders for instruments, parts, and consumables
• Coordinate delivery of parts ordered by the Field Service and Support teams
• Investigate and resolve issues related to parts/tools orders and shipments
• Address and resolve part order and Work Order issues raised by the field team
• Create and manage cases for billable services, including time & materials and relocations, and oversee invoice processing
• Reconcile discrepancies between purchase orders and quotes for billable services
• Track and communicate order status updates to customers and internal stakeholders
• Conduct proactive follow-ups with customers post-service to ensure satisfaction
• Process credits, rebills, and adjustments as needed
• Manage returns, including loaner equipment, and update return statuses in the ERP system while coordinating with the warehouse and field service teams
• Assign and manage service cases efficiently
• Maintain detailed records of customer interactions, including inquiries, complaints, and resolutions
• Provide responsive email and phone support for order and delivery-related inquiries

Key Competencies:

• Basic understanding of customer engagement processes with a strong desire to deliver exceptional customer support
• Proven ability to meet strict deadlines and manage time effectively in a fast-paced environment
• Applies general business knowledge gained through education or prior experience
• Proficient in ERP (SAP) and CRM (Salesforce) systems, as well as Microsoft Office Suite (Excel, Outlook, Word, etc.)
• Strong interpersonal, written, and verbal communication skills
• Capable of reading, interpreting, and acting on reports and data insights
• High attention to detail with a focus on accuracy and quality
• Experience working with freight forwarders and a basic understanding of international logistics is preferred
• Demonstrated ability to multitask, collaborate in team settings, and work independently when needed
• 1-3 years of experience in customer service or a related field

Changes to individual responsibilities may occur due to business needs. Qualifications Minimum Requirements - Bachelor's Degree - Equal Opportunity Employer: We are proud to be an equal opportunity employer. We welcome and encourage applications from all qualified candidates regardless of race, sex, gender identity or expression, disability, age, religion or belief, sexual orientation, or any other characteristic protected by applicable laws and regulations. It is our policy not to discriminate against any applicant or employee, and we are committed to fostering a diverse, inclusive, and respectful work environment across all locations in which we operate. We believe that diversity, equity, and inclusion are fundamental to our mission and enhance our ability to serve clients globally. If you have a disability or require any reasonable accommodations during the application or interview process, please inform your recruiter or contact us directly so that we can explore the appropriate arrangements. Fraud Alert: Candidate safety is a top priority at Planet Pharma. The industry has seen an increase in people falsely representing themselves as recruiters to gather personal information from job seekers. For your safety, do not provide sensitive data to anyone you have not spoken with thoroughly, never provide banking information during the application process and always double check the email address of the Recruiter to ensure it's from an official Planet Pharma domain (@planet-pharma.com, @planet-pharma.co.uk, and @ppgadvisorypartners.com) and not a domain with an alternative extension like .net, .org or .jobs.