About this role
<style type="text/css"> table.MiTabla { max-width: 1020px;!important </style> <table border="0" cellspacing="0" cellpadding="0"> <tbody> <tr> <td><img src="https://staticweb.grifols.com/documents/675849/2554718/SSFF_06_GPO.jpg/a5d80af4-bb13-a8cd-d567-ea1e87192f07?t=1636640424362" alt="" align="top/"></td> </tr> <tr> <td> <p style="text-align:justify">Would you like to join an international team working to improve the future of healthcare? Do you want to enhance the lives of millions of people? Grifols is a global healthcare company that since 1909 has been working to improve the health and well-being of people around the world. We are leaders in plasma-derived medicines and transfusion medicine and develop, produce and market innovative medicines, solutions and services in more than 110 countries and regions.</p> </td> </tr> <tr> <td><img src="https://staticweb.grifols.com/documents/675849/2554709/SuccesFactors_1020x93_jobposting_line_test.png/e2cffc87-a707-9e08-b5ef-081cae1f1ecf?t=1636640341637" width="100%"></td> </tr> </tbody> </table><p style="text-align:center;line-height:115%;margin:0.0in;font-size:12.0pt;font-family:Cambria, serif"><strong><span style="font-family:Aptos, sans-serif;color:#262626">This is a hybrid role located at our RTP, NC office.</span></strong></p> <p style="text-align:justify;line-height:115%;margin:0.0in;font-size:12.0pt;font-family:Cambria, serif"> </p> <p style="text-align:justify;line-height:115%;margin:0.0in;font-size:12.0pt;font-family:Cambria, serif"><span style="font-family:Aptos, sans-serif;color:#262626">The Customer Service Specialist is an invaluable member of our Donor Care team, ensuring that each aspect of the program is geared to a customer-centric approach by supporting the Customer Service Manager. The position works directly with Grifols Plasma Donors on a national and local level to ensure Grifols provides best-in-class experience with donor communications, feedback, and customer data. The position will be a Grifols brand ambassador responsible for direct donor feedback. The position will ensure that donor engagement is a world-class experience. It will build an authentic and consistent relationship with our plasma donors to gain trust and inspire loyalty and retention. This position will report directly to the Customer Service Manager.</span></p> <p style="text-align:justify;line-height:115%;margin:0.0in;font-size:12.0pt;font-family:Cambria, serif"> </p> <ul style="margin-top:0.0in;margin-bottom:0.0in" type="disc"> <li style="color:#262626;text-align:justify;line-height:115%;margin-top:0.0in;margin-right:0.0in;margin-bottom:0.0in;font-size:12.0pt;font-family:Cambria, serif"><span style="font-family:Aptos, sans-serif">Support the Donor Care team to successfully develop, implement, and manage the Donor Care Solution and Technology programs in the field.</span></li> <li style="color:#262626;text-align:justify;line-height:115%;margin-top:0.0in;margin-right:0.0in;margin-bottom:0.0in;font-size:12.0pt;font-family:Cambria, serif"><span style="font-family:Aptos, sans-serif">Collect, analyze, and present insights to support the Donor Care Solution program. </span></li> <li style="color:#262626;text-align:justify;line-height:115%;margin-top:0.0in;margin-right:0.0in;margin-bottom:0.0in;font-size:12.0pt;font-family:Cambria, serif"><span style="font-family:Aptos, sans-serif">Coordinate all the hiring, onboarding, training efforts to support the Success Center team.</span></li> <li style="color:#262626;text-align:justify;line-height:115%;margin-top:0.0in;margin-right:0.0in;margin-bottom:0.0in;font-size:12.0pt;font-family:Cambria, serif"><span style="font-family:Aptos, sans-serif">Support the development for training materials for the Success Agents. </span></li> <li style="color:#262626;text-align:justify;line-height:115%;margin-top:0.0in;margin-right:0.0in;margin-bottom:0.0in;font-size:12.0pt;font-family:Cambria, serif"><span style="font-family:Aptos, sans-serif">Coordinate the development of customer response standards for donor queries in a timely and effective manner, via phone, email, social media, or chat applications.</span></li> <li style="color:#262626;text-align:justify;line-height:115%;margin-top:0.0in;margin-right:0.0in;margin-bottom:0.0in;font-size:12.0pt;font-family:Cambria, serif"><span style="font-family:Aptos, sans-serif">Analyzing customer feedback on product ranges and new releases, as well as preparing reports.</span></li> <li style="color:#262626;text-align:justify;line-height:115%;margin-top:0.0in;margin-right:0.0in;margin-bottom:0.0in;font-size:12.0pt;font-family:Cambria, serif"><span style="font-family:Aptos, sans-serif">Performing program pilots, evaluating feedback and support services, and facilitating improvements.</span></li> <li style="color:#262626;text-align:justify;line-height:115%;margin-top:0.0in;margin-right:0.0in;margin-bottom:0.0in;font-size:12.0pt;font-family:Cambria, serif"><span style="font-family:Aptos, sans-serif">Documenting processes and logging technical issues, as well as customer compliments and complaints.</span></li> <li style="color:#262626;text-align:justify;line-height:115%;margin-top:0.0in;margin-right:0.0in;margin-bottom:0.0in;font-size:12.0pt;font-family:Cambria, serif"><span style="font-family:Aptos, sans-serif">Provide administrative and operational tasks to support the donor experience.</span></li> <li style="color:#262626;text-align:justify;line-height:115%;margin-top:0.0in;margin-right:0.0in;margin-bottom:0.0in;font-size:12.0pt;font-family:Cambria, serif"><span style="font-family:Aptos, sans-serif">This position is also responsible for coordinating various donor care projects</span></li> <li style="color:#262626;text-align:justify;line-height:115%;margin-top:0.0in;margin-right:0.0in;margin-bottom:0.0in;font-size:12.0pt;font-family:Cambria, serif"><span style="font-family:Aptos, sans-serif">Distribute and manage Donor Care material, collateral, signage, and training materials to the donor centers</span></li> <li style="color:#262626;text-align:justify;line-height:115%;margin-top:0.0in;margin-right:0.0in;margin-bottom:0.0in;font-size:12.0pt;font-family:Cambria, serif"><span style="font-family:Aptos, sans-serif">Support the design donor research studies to gain additional insights into donor feedback.</span></li> <li style="color:#262626;text-align:justify;line-height:115%;margin-top:0.0in;margin-right:0.0in;margin-bottom:0.0in;font-size:12.0pt;font-family:Cambria, serif"><span style="font-family:Aptos, sans-serif">Provide recommendations for enhanced donor experience on a National and Local Level.</span></li> <li style="color:#262626;text-align:justify;line-height:115%;margin-top:0.0in;margin-right:0.0in;margin-bottom:0.0in;font-size:12.0pt;font-family:Cambria, serif"><span style="font-family:Aptos, sans-serif">Work with internal teams to measure and monitor the feedback on Donor sentiment.</span></li> <li style="color:#262626;text-align:justify;line-height:115%;margin-top:0.0in;margin-right:0.0in;margin-bottom:0.0in;font-size:12.0pt;font-family:Cambria, serif"><span style="font-family:Aptos, sans-serif">Develop and monitor donor feedback</span></li> </ul> <p style="text-align:justify;line-height:115%;margin:0.0in;font-size:12.0pt;font-family:Cambria, serif"> </p> <p style="text-align:justify;line-height:115%;margin:0.0in;font-size:12.0pt;font-family:Cambria, serif"><strong><u><span style="font-family:Aptos, sans-serif;color:#262626">Education and Experience</span></u></strong></p> <ul style="margin-top:0.0in;margin-bottom:0.0in" type="disc"> <li style="color:#262626;text-align:justify;line-height:115%;margin-top:0.0in;margin-right:0.0in;margin-bottom:0.0in;font-size:12.0pt;font-family:Cambria, serif"><span style="font-family:Aptos, sans-serif">Bachelor's Degree</span></li> </ul> <ul style="margin-top:0.0in;margin-bottom:0.0in" type="disc"> <li style="color:#262626;text-align:justify;line-height:115%;margin-top:0.0in;margin-right:0.0in;margin-bottom:0.0in;font-size:12.0pt;font-family:Cambria, serif"><span style="font-family:Aptos, sans-serif">3+ years of experience in marketing, customer service, sales experience</span></li> <li style="color:#262626;text-align:justify;line-height:115%;margin-top:0.0in;margin-right:0.0in;margin-bottom:0.0in;font-size:12.0pt;font-family:Cambria, serif"><span style="font-family:Aptos, sans-serif">Experience in marketing, analytics, project management and strategy development</span></li> </ul> <p style="text-align:justify;line-height:115%;margin:0.0in;font-size:12.0pt;font-family:Cambria, serif"> </p> <p style="text-align:justify;line-height:115%;margin:0.0in;font-size:12.0pt;font-family:Cambria, serif"><strong><u><span style="font-family:Aptos, sans-serif;color:#262626">Knowledge, Skills and Abilities</span></u></strong></p> <ul style="margin-top:0.0in;margin-bottom:0.0in" type="disc"> <li style="color:#262626;text-align:justify;line-height:115%;margin-top:0.0in;margin-right:0.0in;margin-bottom:0.0in;font-size:12.0pt;font-family:Cambria, serif"><span style="font-family:Aptos, sans-serif">Customer-centric mindset and demonstrated ability to create shared vision, inspire collaboration, and drive change with momentum.</span></li> <li style="color:#262626;text-align:justify;line-height:115%;margin-top:0.0in;margin-right:0.0in;margin-bottom:0.0in;font-size:12.0pt;font-family:Cambria, serif"><span style="font-family:Aptos, sans-serif">Has a strong background in customer research and analytics techniques, process improvement, human-centered design and performance management</span></li> <li style="color:#262626;text-align:justify;line-height:115%;margin-top:0.0in;margin-right:0.0in;margin-bottom:0.0in;font-size:12.0pt;font-family:Cambria, serif"><span style="font-family:Aptos, sans-serif">Knowledge in Salesforce Service Cloud, including case management, workflows, and reporting</span></li> <li style="color:#262626;text-align:justify;line-height:115%;margin-top:0.0in;margin-right:0.0in;margin-bottom:0.0in;font-size:12.0pt;font-family:Cambria, serif"><span style="font-family:Aptos, sans-serif">Ability to configure dashboards and track KPIs using Salesforce</span></li> <li style="color:#262626;text-align:justify;line-height:115%;margin-top:0.0in;margin-right:0.0in;margin-bottom:0.0in;font-size:12.0pt;font-family:Cambria, serif"><span style="font-family:Aptos, sans-serif">Strong problem-solving and decision-making capabilities</span></li> <li style="color:#262626;text-align:justify;line-height:115%;margin-top:0.0in;margin-right:0.0in;margin-bottom:0.0in;font-size:12.0pt;font-family:Cambria, serif"><span style="font-family:Aptos, sans-serif">This individual has proven ability to manage diverse efforts’ synergies, and ability to navigate ambiguity and change with an entrepreneurial mindset.</span></li> <li style="color:#262626;text-align:justify;line-height:115%;margin-top:0.0in;margin-right:0.0in;margin-bottom:0.0in;font-size:12.0pt;font-family:Cambria, serif"><span style="font-family:Aptos, sans-serif">Possess excellent interpersonal skills, great listener, storyteller, written and oral communication skills, and ability to interact and collaborate with culturally diverse stakeholders</span></li> <li style="color:#262626;text-align:justify;line-height:115%;margin-top:0.0in;margin-right:0.0in;margin-bottom:0.0in;font-size:12.0pt;font-family:Cambria, serif"><span style="font-family:Aptos, sans-serif">Works independently with little guidance or reliance on oral or written instructions and plans work schedules to meet goals.</span></li> <li style="color:#262626;text-align:justify;line-height:115%;margin-top:0.0in;margin-right:0.0in;margin-bottom:0.0in;font-size:12.0pt;font-family:Cambria, serif"><span style="font-family:Aptos, sans-serif">Spanish speaking is preferred</span></li> <li style="color:#262626;text-align:justify;line-height:115%;margin-top:0.0in;margin-right:0.0in;margin-bottom:0.0in;font-size:12.0pt;font-family:Cambria, serif"><span style="font-family:Aptos, sans-serif">Strong communication (written and verbal) and presentation skills</span></li> <li style="color:#262626;text-align:justify;line-height:115%;margin-top:0.0in;margin-right:0.0in;margin-bottom:0.0in;font-size:12.0pt;font-family:Cambria, serif"><span style="font-family:Aptos, sans-serif">Ability to multi-task, work independently and as part of a multidisciplinary team, exercise sound judgement and escalate issues when necessary</span></li> </ul> <p style="text-align:justify;line-height:115%;margin:0.0in;font-size:12.0pt;font-family:Cambria, serif"> </p> <p style="text-align:justify;line-height:115%;margin:0.0in;font-size:12.0pt;font-family:Cambria, serif"><span style="font-family:Aptos, sans-serif;color:#262626">This position is eligible to participate up to 5% in the company bonus pool. We offer a wide variety of benefits including, but not limited to: Medical, Dental, Vision, PTO, 9 paid Holidays per year, up to 5% 401(K) match and tuition reimbursement. Final compensation packages will ultimately depend on education, experience, skillset, knowledge, where the role is performed, internal equity and market data. We are committed to offering our employees opportunities for professional growth and career progression. Grifols is a global healthcare organization with employees in 30 countries focused on patient health and providing impactful results. Since our humble beginnings in 1909, Grifols has been a family company that prides itself on its family-like culture. Our company has more than tripled over the last 10 years, and you can grow with us!</span></p> <p style="text-align:justify;line-height:115%;margin:0.0in;font-size:12.0pt;font-family:Cambria, serif"> </p> <p style="text-align:justify;line-height:115%;margin:0.0in;font-size:12.0pt;font-family:Cambria, serif"><strong><span style="font-family:Aptos, sans-serif;color:#262626">#biomatusa</span></strong></p> <p style="text-align:justify;line-height:115%;margin:0.0in;font-size:12.0pt;font-family:Cambria, serif"><strong><span style="font-family:Aptos, sans-serif;color:#262626">#app</span></strong></p> <p style="text-align:justify;line-height:115%;margin:0.0in;font-size:12.0pt;font-family:Cambria, serif"><strong><span style="font-family:Aptos, sans-serif;color:#262626"><span>#LI-BA1 </span> </span></strong></p><p style="margin-bottom:11.0px"> </p> <p style="margin-bottom:11.0px"><span style="font-size:11.0pt"><span style="font-family:Calibri, sans-serif">Third Party Agency and Recruiter Notice:</span></span></p> <p style="margin-bottom:11.0px"><span style="font-size:11.0pt"><span style="font-family:Calibri, sans-serif">Agencies that present a candidate to Grifols must have an active, nonexpired, Grifols Agency Master Services Agreement with the Grifols Talent Acquisition Department. Additionally, agencies may only submit candidates to positions that they have been engaged to work on by a Grifols Recruiter. All resumes must be sent to a Grifols Recruiter under these terms or they will be considered a Grifols candidate.</span></span></p> <p style="margin-bottom:11.0px"> </p> <p style="margin-bottom:11.0px"><strong><span style="font-size:11.0pt"><span style="font-family:Calibri, sans-serif">Grifols provides equal employment opportunities to applicants and employees without regard to race; color; sex; gender identity; sexual orientation; religious practices and observances; national origin; pregnancy, childbirth, or related medical conditions; status as a protected veteran or spouse/family member of a protected veteran; or disability. We will consider for employment all qualified applicants in a manner consistent with the requirements of all applicable laws.</span></span></strong></p> <p> </p> <p><img src="https://staticweb.grifols.com/documents/675849/2554709/SuccesFactors_1020x93_jobposting_line_test.png/e2cffc87-a707-9e08-b5ef-081cae1f1ecf?t=1636640341637" width="100%"></p> <p><strong>Location: NORTH AMERICA : USA : NC-RTP:USNC0001 - RTP NC-Headquarters</strong></p> <p> </p> <p><a href="https://www.grifols.com/en/what-we-do" target="_blank" rel="noopener">Learn more about Grifols</a></p> <p> </p>