Customer Service Specialist

Grifols is a global healthcare company focused on improving health and well-being through plasma-derived medicines, transfusion medicine, and related services. The Customer Service Specialist supports the Donor Care team by managing donor communications, feedback, customer data, training initiatives, technology programs, and projects to improve donor engagement, experience, loyalty, and retention.

Responsibilities:

• Support the Donor Care team to successfully develop, implement, and manage the Donor Care Solution and Technology programs in the field
• Collect, analyze, and present insights to support the Donor Care Solution program
• Coordinate all the hiring, onboarding, training efforts to support the Success Center team
• Support the development for training materials for the Success Agents
• Coordinate the development of customer response standards for donor queries in a timely and effective manner, via phone, email, social media, or chat applications
• Analyzing customer feedback on product ranges and new releases, as well as preparing reports
• Performing program pilots, evaluating feedback and support services, and facilitating improvements
• Documenting processes and logging technical issues, as well as customer compliments and complaints
• Provide administrative and operational tasks to support the donor experience
• This position is also responsible for coordinating various donor care projects
• Distribute and manage Donor Care material, collateral, signage, and training materials to the donor centers
• Support the design donor research studies to gain additional insights into donor feedback
• Provide recommendations for enhanced donor experience on a National and Local Level
• Work with internal teams to measure and monitor the feedback on Donor sentiment
• Develop and monitor donor feedback

Requirements:

• Bachelor's Degree
• 3+ years of experience in marketing, customer service, sales experience
• Experience in marketing, analytics, project management and strategy development
• Customer-centric mindset and demonstrated ability to create shared vision, inspire collaboration, and drive change with momentum
• Has a strong background in customer research and analytics techniques, process improvement, human-centered design and performance management
• Knowledge in 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
• This individual has proven ability to manage diverse efforts' synergies, and ability to navigate ambiguity and change with an entrepreneurial mindset
• Possess excellent interpersonal skills, great listener, storyteller, written and oral communication skills, and ability to interact and collaborate with culturally diverse stakeholders
• Works independently with little guidance or reliance on oral or written instructions and plans work schedules to meet goals
• Strong communication (written and verbal) and presentation skills
• Ability to multi-task, work independently and as part of a multidisciplinary team, exercise sound judgement and escalate issues when necessary
• Spanish speaking is preferred