Customer Order Specialist

Dendreon Corporation•Seal Beach, CA

4d•Onsite

About The Position

The Customer Order Specialist is responsible for processing the receipt of Dendreon enrollment forms, managing order information, responding to inquiries, and triaging issues for resolution according to organization and operational objectives. The ideal candidate is someone with a strong customer support background, data management skills, and a desire to work in a dynamic and fast-paced customer service environment. Ability to manage customer relationships and communicate with internal teams is important to be successful in this role. An eye for detail and ability to understand how operational systems work is highly recommended.

Requirements

Bachelor Degree or equivalent
Typically 3-5 years related experience in a customer service role or similar
In-depth knowledge of customer service principles and practices
In-depth knowledge of customer service software, databases and CRM tools
Able to coordinate varied and complex demands from a diverse customer base, with the ability to prioritize
Able to work collaboratively across all parts of the organization and build strong internal relationships
Have a strong attention to detail, the important to follow processes and awareness of the importance of accuracy
Able to communicate knowledge and ideas clearly, concisely, and effectively; communicates well across all levels of the organization to facilitate progress and share information
Strong organizational, analytical, and problem solving skills and ability to decipher relevant business data
Ability to sit or stand for extended periods of time
Finger dexterity sufficient to use a computer and to complete paperwork activities
Vision sufficient to use a computer, to read written materials and to complete paperwork activities;
Hearing sufficient to communicate with individuals by telephone and in person

Nice To Haves

Ability to understand how operational systems work is highly recommended.

Responsibilities

Manage customer relationships and support customer order processes, policies, and procedures.
Process patient enrollment forms, enter accurate data into proprietary systems by maintain data integrity with 100% accuracy.
Ensure confidentiality when handling patient data to comply with Patient Data Privacy Policy.
Manage order information in ERP system; process credits/debits and pricing updates.
Obtain accurate order information, initiate investigations to gather missing information, and escalate issues as necessary to ensure timely resolution.
Manage the Account Set-up (Dendreon System Ready-DSR) process and serve as point of contact for GPOs, Distributors. And commercial partners to establish and maintain active accounts to support billing.
Supports Finance on customer chargebacks, administrative fees, and rebates
Work cross functionally with internal and external partners to resolve inquiries.
Prepare and distribute accurate reports, identify data discrepancies, coordinate corrections with appropriate departments, and conduct monthly reconciliations.
Support the onboarding and training of new sales reps for Salesforce.com technical training and the DSR process.
Maintain and audit the Public Health Service (PHS)/340B eligibility tracking process in SFDC to ensure hospital accounts receive correct pricing.
Successfully manage customer service calls while following communication scripts.
Recommend opportunities for process improvement
Develop collaborative and cooperative working relationships, be a valued team contributor, and model Dendreon’s corporate values.
Other duties as assigned.