Customer Order Specialist

About Us

Dendreon is making the battle against cancer personal. Our flagship product PROVENGE® (sipuleucel-T) was the first FDA-approved immunotherapy for the treatment of metastatic castrate-resistant prostate cancer and is made from the patient's own immune cells. We have Immunotherapy Manufacturing Facilities located in Seal Beach, CA and Union City, GA, a sizeable Research & Development group based out of Seattle, WA, and a highly skilled Commercial team nationwide.

Core Values

• Put Patients First: Every day is a new opportunity to improve the lives of patients living with cancer.
• Act with Integrity: Be honest, transparent, and committed to doing what’s right in every situation.
• Build Trust: Engage teammates, be candid and transparent, over-communicate, and seek feedback.
• Raise the Bar: Harness continuous improvement, foster innovation, and elevate our people.
• Drive Results: Be accountable and execute – we win together when everyone performs.

Responsibilities

• Manage customer relationships and support customer order processes, policies, and procedures.
• Process patient enrollment forms, enter accurate data into proprietary systems, and 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.
• Support 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.

Requirements

• Bachelor’s Degree or equivalent.
• Typically 3-5 years of 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.
• Strong attention to detail, importance of following 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.