Customer Service Representative

SUMMARY OF POSITION

The Customer Service Representative plays a vital role in ensuring customer satisfaction by addressing inquiries, resolving issues, and providing exceptional service. This position offers the opportunity to work in a dynamic and fast-paced environment within the pharmaceutical industry.

ORGANIZATION STRUCTURE

The Customer Service Representative Reports to the Manager Customer Service and has no direct reports. The role is based in the Morristown, NJ office.

RESPONSIBILITIES

Primary responsibilities of this role include the following:

* Facilitate seamless order entry, processing, release, and tracking of shipments.

* Handle patient product replacements or credit requests from pharmacies.

* Respond to incoming customer service calls, effectively resolving concerns and ensuring customer satisfaction.

* Maintain the integrity of the customer database through accurate and timely data entry, including updates to contact information, licensing details, service-related information, and financial records.

* Deliver friendly resolutions and maintain reliable follow-up with customers.

* Provide consistently dependable service while remaining accessible and responsive to customer needs.

* Foster excellent communication between internal teams and external customers.

* Address mishaps, shortages, overages, and damage claims promptly and efficiently for customers.

* Collaborate with the Third-Party Logistics team to ensure smooth customer shipments.

* Generate reports and manage report processing tasks.

* Perform other duties as required to support operational efficiency.

QUALIFICATIONS

* Preferred: College coursework or degree in relevant field.

* Desired: Minimum of 3 years of experience in the pharmaceutical industry.

* Strong written and verbal communication skills are essential.

* Proficiency in product and/or service knowledge is required.

* Demonstrated ability to maintain a professional and positive demeanor with both internal and external stakeholders.

* Capable of comprehending and executing instructions presented in various formats, including written, verbal, and schedule based.

* Proficient in basic mathematical functions, including simple equations, fractions, decimals, rates, and percentages.

* Customer-centric approach with a focus on creating positive impact.

* Results-driven mindset with a sense of urgency to achieve objectives.

* Effective problem-solving abilities to address challenges efficiently.

* Advanced proficiency in Microsoft Office applications, particularly Word and Excel.

* Strongly desired: Experience with SAP software.

* Possess technologically advanced skill sets to adapt to evolving tools and platforms (i.e. CRM, etc.).

An Equal Opportunity Employer, including disability/vets.