Specialist I, Customer Care- Moderna Direct

Temecula, CA, USA Job Description Posted Friday, June 19, 2026 at 10:00 AM | Expires Saturday, August 1, 2026 at 9:59 AM 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 (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 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. Manage and navigate call‑center software; accurately document all 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 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. 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 Injury and Illness Prevention Program policies and procedures, 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 primarily assigned to support Moderna Direct customers, may be cross‑trained and assigned to support other standard FFF Customer Care functions based on business needs. Education, Knowledge, Skills and Experience Required Education High School 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. Proven experience delivering high‑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. Required Skills Excellent verbal and written communication skills with the ability to interact effectively and professionally with customers, co‑workers, and management. Consistently positive, professional, and customer‑focused attitude in all interactions. Follow 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. Demonstrated problem‑solving skills, including the ability to research issues, follow defined processes, and escalating appropriately when needed. Ability to work collaboratively with team members, sharing ideas and feedback constructively and respectfully. Strong listening skills with the ability to objectively consider ideas, feedback, and suggestions from others. Consistently represents the Company professionally, including conduct, communication, and appearance. Demonstrates enthusiasm for learning, skill development, and continuous improvement; willing to 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. Employee Benefits Medical Insurance Vision Discount Program Vision Insurance Plan Health Savings Account (HSA) Flexible Spending Account (FSA) Dependent Care Flexible Spending Account Employee Assistance Program (EAP) Group Life and AD&D Voluntary Supplemental Life Insurance Plans Short Term Disability Long Term Disability Income Protection 401k Profit Sharing Retirement Plan - Discretionary Match Discretionary Bonus Supplemental Insurance Plans Prepaid Legal/Identity Theft Plan Paid Holidays/Vacation/Sick Days Seven (7) Paid Holidays, Two (2) Week Vacation, Five (5) Sick Days, and One (1) Float Day for CA, NC, and TX All Other States Receive One Hundred Twenty (120) Hours of PTO Tuition Reimbursement Program Notary Services Employee Referral Bonus Corporate Individual Travel Program (Note: We comply with the ADA and consider reasonable accommodation measures that may be necessary for eligible applicants/employees to perform essential functions. Hire may be subject to passing a medical examination, and to skill and agility tests.) #J-18808-Ljbffr FFF Enterprises