Job Title: Customer Service Specialist
Location: 1 DNA Way, South San Francisco, CA 94080
Contract Duration: 6 months (potential for extension or full-time conversion)
Compensation: $25/hour (W2)
Work Arrangement: Onsite required initially; hybrid may be considered based on performance

POSITION SUMMARY:

The Customer Service Specialist is responsible for delivering exceptional service through full-time phone coverage, accurate order processing, issue resolution, and cross-functional collaboration. This role requires professionalism, adaptability, attention to detail, and strong communication skills. You will also be involved in various departmental initiatives to continuously improve service delivery and operational efficiency.

Customer Support:

• Provide high-level customer service in line with company policy and values
• Manage full-time phone coverage (shift assigned by management)
• Identify and escalate customer issues as appropriate
• Collaborate with Finance, Distribution, and external customers to resolve inquiries and disputes
• Act as a customer advocate by addressing complaints and recommending process improvements
• Stay updated on industry best practices and trends
• Ensure effective communication with team members and leadership
• Promote and support corporate values and initiatives

Order Management:

• Accurately process and manage customer orders
• Evaluate inventory to confirm order fulfillment capabilities
• Follow up on order issues and provide timely updates to customers
• Maintain communication with customer purchasing teams regarding order status
• Ensure compliance with applicable laws, regulations, and policies

Returns & Credit Processing:

• Coordinate returns between customers, third-party vendors, and internal teams
• Ensure accurate credit/debit processing according to policy
• Monitor timely completion of customer return authorizations

Sales Support:

• Participate in new product launches and ensure smooth operational support
• Administer customer-focused special programs and initiatives

Team Collaboration:

• Contribute to team decisions and respect diversity of thought
• Adapt to changing schedules and shifting priorities
• Handle ambiguous or conflicting information with professionalism
• Actively engage in continuous improvement activities (e.g., Lean Daily Management)

Required Competencies:

• Decision Making: Strong problem-solving abilities; demonstrates sound judgment and accountability
• Technical & Business Expertise: Understands business processes; fosters productive cross-functional relationships
• Communication: Communicates clearly, listens actively, and is receptive to feedback
• Teamwork & Collaboration: Builds trust, supports colleagues, and encourages open communication
• Results Orientation: Goal-driven, meets deadlines, and acknowledges peer contributions

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