Customer Service Specialist

🔥 0 minutes ago

🌲 North Carolina – Remote

🌲 North Carolina – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

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Grifols

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1909

🏥 Healthcare

🏭 Manufacturing

🧬 Biotechnology

Healthcare • Manufacturing • Biotechnology

Grifols is a global healthcare company dedicated to improving the health and well-being of people around the world. They focus on the development, production, and distribution of innovative plasma-derived medicines and have a strong commitment to research and development in the pharmaceutical sector. Grifols aims to provide solutions for patients with rare diseases and chronic conditions, contributing significantly to the field of biotechnology and healthcare.

📋 Description

• Support the Donor Care team in developing, implementing, and managing Donor Care Solution and Technology programs in the field • Collect, analyze, and present insights supporting the Donor Care Solution program • Coordinate hiring, onboarding, and training efforts for the Success Center team • Support development of training materials for Success Agents • Coordinate customer response standards for donor queries through phone, email, social media, and chat applications • Analyze customer feedback on product ranges and new releases and prepare reports • Perform program pilots, evaluate feedback and support services, and facilitate improvements • Document processes and log technical issues, customer compliments, and complaints • Provide administrative and operational support for the donor experience • Coordinate various donor care projects • Distribute and manage Donor Care materials, collateral, signage, and training materials to donor centers • Support the design of donor research studies to gain insights into donor feedback • Recommend enhancements to the donor experience at national and local levels • Work with internal teams to measure and monitor donor sentiment feedback • Develop and monitor donor feedback • Report directly to the Customer Service Manager

🎯 Requirements

• Bachelor's Degree • 3+ years of experience in marketing, customer service, or sales • Experience in marketing, analytics, project management, and strategy development • Customer-centric mindset and ability to create shared vision, inspire collaboration, and drive change • Strong background in customer research and analytics techniques, process improvement, human-centered design, and performance management • Knowledge of Salesforce Service Cloud, including case management, workflows, and reporting • Ability to configure dashboards and track KPIs using Salesforce • Strong problem-solving and decision-making capabilities • Ability to manage diverse efforts and navigate ambiguity and change with an entrepreneurial mindset • Excellent interpersonal, listening, storytelling, written and oral communication skills • Ability to interact and collaborate with culturally diverse stakeholders • Ability to work independently with little guidance and plan work schedules to meet goals • Strong written, verbal communication, and presentation skills • Ability to multitask, work independently and as part of a multidisciplinary team, exercise sound judgment, and escalate issues when necessary • Spanish speaking preferred