Customer Service Specialist I- Moderna Direct

Position Summary

The Customer Service Specialist is an enthusiastic and accountable individual who consistently displays a professional attitude while delivering excellent customer service through all forms of communication (e.g., telephone, email, chat). The successful candidate will demonstrate a strong understanding of the Company’s core values and customer service requirements and policies while providing product and service information, supporting order accuracy, responding to customer inquiries, and resolving customer issues in a timely manner. This position is primarily remote; however, mandatory in office workdays are required‑office workdays are required, and the work arrangement is subject to change based on business needs.

Essential Functions and Duties

• Serve as a primary support resource for Moderna Direct customers, responding to inquiries via phone, email, and chat related to order placement, order status, account access, site navigation, contract information, and general platform support.

• Review, track, and research Moderna Direct orders using Moderna Ecomm site, and SAP to confirm order details, shipping status, expected delivery timelines, and fulfillment accuracy.
• Ability to manage and navigate call center software. Accurately document all Moderna Direct customer interactions using designated disposition codes, call documentation standards, and reporting requirements.

• Capture and route adverse event (AE), product quality (PQ), and pharmacovigilance-related reports in alignment with Moderna-defined reporting protocols.

• Deliver WOW! Customer Service during every customer interaction, incorporating all requirements, including the 8 Commandments of WOW Customer Service.
• Consistently display a positive and professional attitude with customers and all levels of employees.
• Maintain commitments and deadlines while effectively managing time and resources, including compliance with unavailable codes.
• Process department orders and respond to customer communications across all channels within established service level expectations, including prompt response to chat interactions.
• Maintain a monthly department minimum order accuracy percentage of 99.80%.
• Maintain a proven and reliable attendance record.
• Maintain proficiency in department Standard Operating Procedures (SOPs) related to assigned job duties and adhere to essential and additional SOPs as assigned by management.
• Collaborate with internal departments to support customer inquiries.
• Demonstrate dedication to position responsibilities while consistently working toward assigned goals and performance objectives.
• Comply with the policies and procedures outlined in the Injury and Illness Prevention Program, working safely at all times and immediately reporting any injury, safety hazard, or program violation.
• Ensure conduct is consistent with all Compliance Program Policies and procedures when engaging in any activity on behalf of the Company and immediately report any concerns or violations.
• While this position is primarily assigned to support Moderna Direct customers, the Customer Service Specialist may be cross trained and assigned to support other standard FFF Customer Care functions based on business needs.‑trained and assigned to support other standard FFF Customer Care functions based on business needs.

Education, Knowledge, Skills and Experience

Required Education:

• HS Diploma or Equivalent.

Required Knowledge:

• Understand and internalize the Company’s purpose and display loyalty to the Company and its organizational values.
• General computer knowledge, including Microsoft Outlook.

Required Experience:

• Minimum two (2) years of experience in a customer service environment, preferably within a call center or high volume customer contact setting. ‑volume customer contact setting.
• Proven experience delivering high quality, customer focused service, including timely follow-up and effective issue resolution. ‑quality, customer‑focused service, including timely follow‑up and effective issue resolution.
• Experience supporting customer inquiries through order research, account review, service or product guidance, and problem-solving within established procedures.‑solving within established procedures.

Required Skills:

• Excellent verbal and written communication skills with the ability to interact effectively and professionally with customers, co‑workers, and management.
• Demonstrates a consistently positive, professional, and customer focused attitude in all interactions. ‑focused attitude in all interactions.
• Follows established procedures, workflows, and processes with minimal deviation.
• Strong attention to detail with a focus on accuracy in order research, documentation, and customer communications.
• Effective time management skills with the ability to prioritize tasks and manage multiple inquiries in a fast paced environment. ‑paced environment.
• Demonstrated problem-solving skills, including the ability to research issues, follow defined processes, and escalate appropriately when needed. ‑solving skills, including the ability to research issues, follow defined processes, and escalate appropriately when needed.
• Ability to work collaboratively with team members, sharing ideas and feedback in a constructive and respectful manner.
• Strong listening skills with the ability to objectively consider ideas, feedback, and suggestions from others.
• Consistently represents the Company in a professional manner, including conduct, communication, and appearance.
• Demonstrates enthusiasm for learning, skill development, and continuous improvement; willingly share knowledge with others when appropriate.
• Ability to work remotely with minimal supervision while remaining engaged, accountable, and an effective member of a team.

Professional Certification:

None

Physical requirements

None

Mental Demands

Learning, thinking, concentration, and the ability to work under pressure, particularly during busy times.  Must possess high attention to detail and be able to work as a member of a team to ensure excellent customer service.  Must have the ability to interact effectively with co-workers and customers, and exercise self-control and diplomacy in customer and employee relations situations.  Must have the ability to exercise discretion as well as appropriate judgments when necessary.  Must be proactive in finding solutions.

Direct Reports

None

EEO/AAP Statement

FFF Enterprises is an EEO/AAP employer; all business decisions (employment, promotions, compensation, etc.) are made without regard to race, color, religion, creed, gender, national origin, age, disability, marital or veteran status, sexual orientation, gender identity, or any other legally protected status. FFF Enterprises promotes an equal employment opportunity workplace which includes reasonable accommodation consideration of otherwise qualified disabled. 

Acknowledgement

The above statements are intended to describe the general nature and level of work being performed by the incumbent assigned to this classification.  They are not intended to be construed as an exhaustive list of all responsibilities, duties, and/or skills required of all personnel so classified. 

The undersigned employee acknowledges receipt of the Job Description for the employee’s position and understands the essential functions, responsibilities, and qualifications of the position.  Furthermore, the employee acknowledges that this Job Description does not include all of the essential functions of this position and that these essential functions may change as deemed necessary by the manager.