Job Details

Job Title: Customer Service Specialist
Location: South San Francisco, CA
Type: Contract
Compensation: $25/hr
Contractor Work Model: Onsite

Position Overview:
The Customer Service Specialist role is dedicated to providing the highest quality of customer support by offering full time phone coverage, managing numerous daily activities, and participating in internal and external departmental projects.

The role of Customer Service is critical to the daily operation of the organization. It is imperative that Customer Service employees are dependable, discreet, discerning and flexible.

Key Responsibilities:
Provide a high level of customer service
• Act in accordance with company policy
• Provide full time phone coverage (shift to be determined by management)
• Suggest new programs and or projects to promote customer service
• Determine appropriate action to take to resolve customer issues
• Determine when it is appropriate to escalate customer issues to management
• Work with Finance, Product Distribution and Customers to resolve disputes
• Act as customer advocate in investigating and responding to complaints while suggesting necessary process improvements to avoid recurrence
• Stay informed of current industry practices / trends
• Participate in the development and maintenance of department defined quality standards and measures
• Maintain effective and timely communication with team members as well as the supervisor regarding departmental issues
• Support corporate values
• Remain flexible to ever changing customer needs and requirements

Order Management
• Process customer orders accurately
• Review inventory to determine appropriate customer order commitment.
• Maintain follow up on customer order issues.
• Interact with key customer purchasing personnel to advise of order status
• Ensure adherence to appropriate laws, regulations and programs

Administer Customer Return Process
• Act as a liaison between customer, third party providers and the company to facilitate customer returns.
• Ensure accurate posting of credits and debits in accordance to policy
• Ensure timely turnaround of customer authorizations

Support Sales initiatives
• Participating in the product launch process to ensure a positive outcome
• Administer special programs

Work as part of an effective team
• Support team decisions
• Respect diversity
• Being flexible with assigned schedule
• Have the ability to adapt to a constant changing environment
• Ability to work through conflicting, delayed or ambiguous information
• Actively Participate in various team initiatives; Lean Daily Management, etc.

The successful candidate will demonstrate key competencies listed below critical to this role:

• Decision Making – Thinks through problems clearly and logically; is decisive
• Technical and Business Expertise – Applies emerging knowledge and trend; builds strong relationships; contributes expertise within and beyond assigned area
• Communication - Listens well, expresses ideas fluently and logically, is open to input and feedback
• Teamwork and Collaboration – Creates an atmosphere of openness and trust; collaborates, offers support and encouragement
• Achieving Results – Is goal-directed and persistent; is accountable for meeting commitments, recognizes the contributions of peers

System One, and its subsidiaries including Joulé, ALTA IT Services, and Mountain Ltd., are leaders in delivering outsourced services and workforce solutions across North America. We help clients get work done more efficiently and economically, without compromising quality. System One not only serves as a valued partner for our clients, but we offer eligible employees health and welfare benefits coverage options including medical, dental, vision, spending accounts, life insurance, voluntary plans, as well as participation in a 401(k) plan.

System One is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, age, national origin, disability, family care or medical leave status, genetic information, veteran status, marital status, or any other characteristic protected by applicable federal, state, or local law.


Ref: #568-Clinical