Customer and Sales Support Specialist - Carlsbad, CA

Galderma is the emerging pure-play dermatology category leader, present in approximately 90 countries. We deliver an innovative, science-based portfolio of premium flagship brands and services that span the full spectrum of the fast-growing dermatology market through Injectable Aesthetics, Dermatological Skincare and Therapeutic Dermatology. Since our foundation in 1981, we have dedicated our focus and passion to the human body's largest organ - the skin - meeting individual consumer and patient needs with superior outcomes in partnership with healthcare professionals. Because we understand that the skin, we are in shapes our lives, we are advancing dermatology for every skin story.

We look for people who focus on getting results, embrace learning and bring a positive energy. They must combine initiative with a sense of teamwork and collaboration. Above all, they must be passionate about doing something meaningful for consumers, patients, and the healthcare professionals we serve every day. We aim to empower each employee and promote their personal growth while ensuring business needs are met now and into the future. Across our company, we embrace diversity and respect the dignity, privacy, and personal rights of every employee.

At Galderma, we actively give our teams reasons to believe in our bold ambition to become the leading dermatology company in the world. With us, you have the ultimate opportunity to gain new and challenging work experiences and create an unparalleled, direct impact.

Job Title:    Customer and Sales Support Specialist

Location:    Carlsbad, CA  

Job Description:

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

• Bachelor’s Degree preferred or equivalent education and directly related years of experience.

• 3 or more years of previous inside sales, sales or customer service experience required. Previous skincare experience preferred.

• Ability to provide excellent customer service verbally and in writing.

• Experience with handling large call volume and call escalation process

• Ability to multi-task, prioritize, and manage time effectively.

• Effective communication, relationship-building, and strong problem-solving skills

• Experience working with NetSuite, Shopify, Gorgias and Loop preferred

• Proficient in Word, Excel, PowerPoint and web presentation tools

• Comfortable with data entry projects

Physical Requirements

• Must be able to remain in a stationary position for long periods of time

• The person in this position needs to occasionally stoop, bend, and kneel

• Frequently moves materials weighing up to 15 lbs

• Consistently operates a computer and other office productivity machinery, such as a telephone, copy machine, and computer printer

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

• If your profile is a match, we will invite you for a first virtual conversation with the recruiter. 
• The next step is a virtual conversation with the hiring manager  
• The final step is a panel conversation with the extended team 

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.