Customer Order Specialist

WHO WE ARE: 

At Dendreon, we’re transforming the battle against cancer with personalized immunotherapy. Our flagship product, PROVENGE® (sipuleucel-T), was the first FDA-approved immunotherapy for metastatic castrate-resistant prostate cancer, utilizing a patient’s own immune cells to fight the disease. 

If you’re driven by the opportunity to make a meaningful impact on cancer patients’ lives, we invite you to join our team. With Immunotherapy Manufacturing Facilities in Seal Beach, CA, and Union City, GA, a talented team of scientific, clinical, regulatory, and corporate professionals based in Seal Beach, and a commercial organization operating across the United States, Dendreon continues to advance innovation in personalized cancer treatment.

CORE VALUES:

• Put Patients First: Every day is an opportunity to improve the lives of those living with cancer.
• Act with Integrity: We commit to transparency, honesty, and always doing what’s right.
• Build Trust: Trust is earned through candid, open communication and a collaborative approach.
• Raise the Bar: We embrace continuous improvement and innovation, always striving to elevate our people.
• Drive Results: We are accountable to each other and deliver success together.

Job Summary:  

The Customer Order Specialist is responsible for processing the receipt of Dendreon enrollment forms, managing order information, responding to inquiries, and triaging issues for resolution according to organization and operational objectives. The ideal candidate is someone with a strong customer support background,  data management skills, and a desire to work in a dynamic and fast-paced customer service environment. Ability to manage customer relationships and communicate with internal teams is important to be successful in this role. An eye for detail and ability to understand how operational systems work is highly recommended.

Key Responsibilities:

• Manage customer relationships and support customer order processes, policies, and procedures
• Process patient enrollment forms, enter accurate data into proprietary systems by maintain data integrity with 100% accuracy
• Ensure confidentiality when handling patient data to comply with Patient Data Privacy Policy
• Manage order information in ERP system; process credits/debits and pricing updates
• Obtain accurate order information, initiate investigations to gather missing information, and escalate issues as necessary to ensure timely resolution
• Manage the Account Set-up (Dendreon System Ready-DSR) process and serve as point of contact for GPOs, Distributors. And commercial partners to establish and maintain active accounts to support billing
• Supports Finance on customer chargebacks, administrative fees, and rebates
• Work cross functionally with internal and external partners to resolve inquiries
• Prepare and distribute accurate reports, identify data discrepancies, coordinate corrections with appropriate departments, and conduct monthly reconciliations
• Support the onboarding and training of new sales reps for Salesforce.com technical training and the DSR process
• Maintain and audit the Public Health Service (PHS)/340B eligibility tracking process in SFDC to ensure hospital accounts receive correct pricing
• Successfully manage customer service calls while following communication scripts
• Recommend opportunities for process improvement
• Develop collaborative and cooperative working relationships, be a valued team contributor, and model Dendreon’s corporate values
• Other duties as assigned

Required Experience & Education:

• Bachelor Degree or equivalent
• Typically 3-5 years related experience in a customer service role or similar
• In-depth knowledge of customer service principles and practices
• In-depth knowledge of customer service software, databases and CRM tools
• Able to coordinate varied and complex demands from a diverse customer base, with the ability to prioritize
• Able to work collaboratively across all parts of the organization and build strong internal relationships
• Have a strong attention to detail, the important to follow processes and awareness of the importance of accuracy
• Able to communicate knowledge and ideas clearly, concisely, and effectively; communicates well across all levels of the organization to facilitate progress and share information
• Strong organizational, analytical, and problem solving skills and ability to decipher relevant business data

Working Conditions and Physical Requirements:

• Ability to sit or stand for extended periods of time 
• Finger dexterity sufficient to use a computer and to complete paperwork activities
• Vision sufficient to use a computer, to read written materials and to complete paperwork activities;
• Hearing sufficient to communicate with individuals by telephone and in person
• May be required to work alternate shifts
• Job is performed in a normal office environment

Beware of Recruitment Scams

Please be aware of the potential for scams from individuals, organizations and internet sites that claim to represent Dendreon Pharmaceuticals in recruitment activities. We strongly recommend that you verify all communications you receive about positions at Dendreon. Any communications from Dendreon would come from an email address that ends in “@dendreon.com”. Dendreon will never ask candidates to provide any type of payment, bank details, photocopies of identification, social security number or other highly sensitive personal information during the recruitment or offer process. Dendreon conducts a formal recruitment process for all authorized positions posted and does not conduct interviews via social media, or other third-party sites or chat services. If you are unsure about a posting or email you receive, please contact us at AskHR@dendreon.com. If you believe you are a victim of fraud, please contact your local law enforcement.