Customer Service embraces the responsibility of making a remarkable impact on people’s lives through best-in-class service levels and efficient business solutions. The CSR is responsible for supporting domestic, middle-tier customers (daily orders in the hundreds of thousands of dollars range). Day-to-day order management utilizing the Order to Cash process to drive order deliverables to ensure on-time and complete delivery of crucial medicines to customers.  Timely research and resolution for customer inquiries related to shipping, pricing discrepancies, product returns, and credit processing.

This role collaborates with business partners throughout the organization to drive customer loyalty and achievement of the company’s sales / revenue objectives by achieving the highest level of operational effectiveness and delivering exceptional customer service.

Responsibilities

• Provide first and second tier Product support via phone, email, online web tools.
• Oversee Product Support phone queue to ensure service level is met, which will require answering calls as needed.
• Open and handle multiple cases daily. Write, communicate, and submit customer complaints within the required QA timeframe.
• Review and distribute offline responsibilities.
• Create and/or update training and reference guides. Conduct call quality and case reviews.
• Interface with other departments as needed: Quality Assurance, Customer Support, Service, Shipping, Product Surveillance, Sales, etc.
• Act as Subject Matter Expert in basic customer service functions including free of charge orders donations, product requisitions, PAF emergency orders, product replacement, and Account Maintenance requests. Support continuous improvement system enhancements.
• Understand and create working relationships with all levels of personnel (Commercial, Customer Master, Receivables management, Warehouse Operations, Pricing, Distribution, Transportation, third party vendors, sales force).
• Create new customer accounts and modify customer profiles in Data Stewardship Platform, customer master, credit application, class of trade (COT).