Customer Service Specialist

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 has been working to improve the health and well-being of people around the world since 1909. We are leaders in plasma‑derived medicines and transfusion medicine and we develop, produce and market innovative medicines, solutions and services in more than 110 countries and regions. This is a hybrid role located at our RTP, NC office. 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 a best‑in‑class experience with donor communications, feedback, and customer data. You will be a Grifols brand ambassador responsible for direct donor feedback and for ensuring that donor engagement is a world‑class experience. The role builds authentic and consistent relationships with our plasma donors to gain trust and inspire loyalty and retention, and reports directly to the Customer Service Manager. 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 hiring, onboarding, and training efforts to support the Success Center team. Support the development of 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. Analyze customer feedback on product ranges and new releases, and prepare reports. Perform program pilots, evaluate feedback and support services, and facilitate improvements. Document processes and log technical issues, as well as customer compliments and complaints. Provide administrative and operational tasks to support the donor experience. Coordinate various donor care projects. Distribute and manage Donor Care material, collateral, signage, and training materials to the donor centers. Support the design of donor research studies to gain additional insights into donor feedback. Provide recommendations for an enhanced donor experience on a National and Local Level. Work with internal teams to measure and monitor feedback on Donor sentiment. Develop and monitor donor feedback. Education and Experience Bachelor's Degree 3+ years of experience in marketing, customer service, or sales Experience in marketing, analytics, project management and strategy development Knowledge, Skills and Abilities Customer‑centric mindset and demonstrated ability to create a shared vision, inspire collaboration, and drive change with momentum. Strong background in customer research and analytics techniques, process improvement, human‑centered design and performance management. Knowledge of 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. Proven ability to manage diverse efforts’ synergies, navigate ambiguity and change with an entrepreneurial mindset. Excellent interpersonal skills, a good listener, storyteller, written and oral communication skills, and ability to interact and collaborate with culturally diverse stakeholders. Works independently with little guidance and plans work schedules to meet goals. Spanish speaking is preferred. Strong communication (written and verbal) and presentation skills. Ability to multi‑task, work independently and as part of a multidisciplinary team, exercise sound judgment and elevate issues when necessary. Benefits Eligible to participate up to 5% in the company bonus pool. Medical, Dental, Vision coverage. PTO and 9 paid holidays per year. Up to 5% 401(K) match. Tuition reimbursement. Equal Employment Opportunity 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. Location NORTH AMERICA : USA : NC - RTP: USNC0001 - RTP NC Headquarters #J-18808-Ljbffr