Customer Service

Customer Service Representative

Responsible for all customer service activities in support of both the Brand and Generics divisions under the leadership of the Customer Service Manager.

Essential Duties and Responsibilities:

• Oversight on the order management process and develop key relationships at our 3PL partner with respect to customer shipments/deliveries
• Provide customer support where needed and ensure responses are timely. Follow up with customer to see that complaint was satisfactorily resolved as necessary
• Answering phones and keeping a detailed log of consumer questions/complaints that are transferred to medical
• Ensure unsurpassed quality service to customers
• Interact with all levels of internal management and actively participate in meetings when required
• Have a detailed working knowledge of employee job responsibilities, system capabilities and limitations
• Understanding and compliance of department processes, procedures and policies
• Ensure pricing problems are properly directed/researched/resolved in timely manner
• Assist in order allocation process and backorder management
• Support sales/marketing, contracts and pricing to ensure execution of all promotions, pricing offers

Qualification Requirements:

• Associate degree in business, related field or equivalent customer service related experience
• 3 to 5 years related experience and/or training preferred, or equivalent combination of education and experience
• Experience in pharmaceutical industry is highly preferred
• Ability to recommend and implement change
• Outstanding interpersonal and organizational skills
• Ability to operate effectively in an environment with a high volume of transactions
• Ability to develop strong relationships with contacts at customer accounts, excellent oral and written communications
• Ability to analyze data, troubleshoot problems and multitask
• Intermediate level knowledge of MS programs