Specialist, Customer Experience

Jubilant HollisterStier LLC, Spokane's Largest Manufacturing Company, and well-established member of the business community, provides a complete range of services to support the pharmaceutical and biopharmaceutical industries. Jubilant HollisterStier is a nationally recognized contract manufacturer of sterile injectable vials, and lyophilized products. The Allergy business is a worldwide leader in the manufacture of allergenic extracts, targeted primarily at treating allergies and asthma. Jubilant HollisterStier is a proud member of the Jubilant Pharma family.

Our Promise: Caring, Sharing, Growing

We will, with the utmost care for the environment and society, continue to enhance value for our customers and stakeholders by providing innovative products and economically efficient solutions' through growth, cost effectiveness and wise investment of resources.

Job Description:

The Customer Experience Specialist is responsible for assisting customers throughout the sales process, addressing inquiries or concerns, and supporting sales representatives in daily account management. The Customer Experience Specialist monitors account activity, proactively resolves potential issues, and ensures customer satisfaction metrics are met. They collaborate with the Customer Experience Supervisor to develop and implement strategies and programs that monitor, measure, and enhance the customer experience.

1. Collaborates with Sales Representatives to facilitate and support account management activities.
2. Acts as a customer liaison, promptly and effectively addressing customer needs and concerns.
3. Develops and maintains strong relationships with assigned customer accounts, complementing sales team efforts.
4. Establishes a communication cadence with assigned accounts via phone and email to ensure customer satisfaction.
5. Monitors all digital communication channels, responding to inquiries, processing orders, and resolving issues.
6. Handles escalated calls from the Customer Service Representative (CSR) team, addressing technical questions and resolving complaints.
7. Manages the onboarding experience for new accounts, including account setup, monitoring the first order through delivery.
8. Conducts post-order follow-ups to ensure satisfaction and collects feedback on the customer experience.
9. Serves as the customer advocate by collecting customer feedback, analyzing trends, and making recommendations to leadership on strategies to enhance the customer experience, improve satisfaction, and drive customer loyalty.
10. Collaborates with the CX Supervisor to develop and implement programs that monitor, measure, and enhance the customer experience.
11. Perform other duties as assigned.

Qualifications:

• Bachelor's degree or equivalent combination of education and experience required
• Minimum 2 years' experience in a customer service or customer-facing role with Bachelor's degree OR 5 years' experience in lieu of Bachelor's required
• Sales, CX or Account Management experience desired
• Pharmaceutical experience desired
• Experience in a Medical, or highly technical field desired
• Microsoft Office experience required
• SAP experience required
• Salesforce.com experience required

Shift: Weekday Days, Monday-Friday

Compensation & Benefits:

This is a remote, full-time position.

• Hiring Wage: $30.99-$41.93hr. Depending on experience, with opportunity for growth, promotion and annual raises. Midpoint and above is reserved for employees who have longevity with Jubilant HollisterStier and consistently exhibit outstanding performance over a period of time in the role
• Medical, Dental, Vision, Flexible Spending and Health Savings Accounts
• Life, AD&D, Short and Long Term Disability
• 401(k) with company match
• Generous paid time off plan
• Employee Assistance Program

Unlock your potential with Jubilant HollisterStier! If you're seeking a dynamic and rewarding career, we welcome your application today!

https://jubilantcareer.jubl.com/

*Please click on the Spokane, Wa. Link*

Jubilant HollisterStier is an EEO/AA Employer.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

If you require assistance applying for a position, please contact our HR Department at:

JHS-TalentAcquisition@jubl.com