The Team Member in this role is responsible for developing and maintaining excellent business relations with our direct and indirect customers through a high level of customer satisfaction, as well as supporting the sales force and other internal departments to reach company goals. This is attainable by constant interaction with the customers, field sales force and any other internal departments as necessary. The person in this role has ownership of the customer account and is supported by multiple other stakeholders that handle the account. The person residing in this role is the overall customer lead and ultimately accountable for maintaining the cohesive customer relationship and is up to date on all account service aspects including, but not limited to customer inventory levels, order patterns/pull through, order status, claim status’ and financials.   This role has regular interactions with the other internal account representatives to ensure current knowledge on all account details.

General:

• Serve as the primary liaison for the customer when interacting with Sales, Marketing, Distribution, Contracts, Service, Claims, Finance, and other departments. In addition have an understanding of the general processes within the departments and how they interrelate to Customer Service.
• Manage the processing of domestic and international orders received via telephone, fax, mail, or the Internet in a timely and accurate manner. Exercise full authority to perform contract review in preparation of order entry, enter orders directly into SAP environment, and maintain central customer database.
• Have an in-depth understanding of all our direct customers and how wholesalers and distributors support our indirect customer base
• Work closely with Sales to coordinate resolution of direct and indirect customer issues and to help increase sales growth in their respective territory.

Reporting:

• Contribution in various Sales and Marketing/Customer Operations reporting to analyze and summarize key business impacts

Other:

• Potential travel

• Strong interpersonal skills to provide solutions to customer needs

• Basic knowledge of SAP, including the ability to enter orders, determines order and/or shipping status and evaluates inventory status.

• Working background in the Pharmaceutical industry preferred

• Demonstrated ability to prioritize multiple tasks, solve complex problems, drive resolution of problems to meet deadlines, and the ability to pay strict attention to detail.

• Ability to remain calm and productive in an often stressful environment and to deal effectively with challenging demands.

• Strong interpersonal skills, including the ability to communicate effectively and professionally with customers and all levels of the organization.

• Strong situational analysis and independent thinking skills

   

• Results Driven

• Bachelor's degree or equivalent experience.
• 3+ years’ experience in a Customer Service and/or Claim related environment

• 2+ years’ experience in pharmaceutical industry preferred