Job Description

As a part of the world class Customer Care Department, the Customer Care Specialist is responsible for Cultivating and maintaining favorable contact with key and major accounts of the organization in an assigned area or territories. Each Account Specialist is partnered with an outside sales representative to build relationships at multiple levels within the accounts to maximize the efficiency of processes.

The Customer Care Specialist is required to manage the following:

• Responsible for account management approximately 40-70 accounts.
• Answering calls from accounts for order placements
• Communicates directly with new and existing customers or clients on a regular basis by phone or in person to provide information and to ensure the best service possible.
• Provides assistance in the best application of product or services by answering all questions regarding services provided and follow up calls from sales representatives for further investigation
• Work with the outside sales team as needed to ensure customer success, by identifying customers’ needs through intelligence to pursue sell up opportunities for the sales force
• Coordinates equipment availability with Regional Service Center to forecast Preventative Maintenance schedule requirements
• Partner with 3rd parties to ensure logistics, shipping and returns meet customer expectations
• Analyze and interprets customer par levels, past sales, trends, costs, estimated and realized revenue and makes recommendations for account increased or decreased in par levels
• Acts as a liaison between Sales, Distribution, Quality, Clinical, Medical Affairs, Regulatory Affairs, Legal, Contracting and Finance, and customers.
• Manage new account database and coordinates a flawless roll out to ensure a smooth transition between all parties involved.
• Orchestrates Emergency Access Program to facilitate urgent delivery of product and device
• Updates customer’s account information
• Maintains company records for regulatory compliance
• Answers customer’s questions regarding product operations.
• Refers complaints of product or service failure to appropriate departments for investigation.
• Coordinates customer’s needs and other departments as required ensuring excellent customer service.
• May visit premises to address customer issues.
• Assist in training of new employees and facilitates training to other departments or areas as necessary
• Responsible for general administrative office duties i.e. filing, faxing, sending packages via 3rd party.
• May be required to work in special projects and support team via research, tracking, schedule coordination, mailing, and internal reports
• Responsible for general invoicing of customers, resolving credits, and inputting financial contracts into database.
• Complaint handling and follow up
• Obtains Purchase Orders ( PO’s) and follows up on expired PO’s
• Demonstrates complete knowledge of company’s policies, product and services.

Principal Responsibilities and Duties:

Account Management

Phone coverage

Administrative duties

Complaints

Orders

Job Specifications:

• Pharmaceutical experience in a call center a plus
• Good decision making skills
• Excellent written and oral communication skills
• Computer skills- familiar with MS Office program (Excel, Word, and Power Point).
• Previous experience with computer based enterprise system; strong process centric thinking
• Flexible to work all shifts, including nights, weekends and holiday in center that is open 24 hours a day 7 days a week.
• Ability to work in a team environment.
• Ability to pay attention to details
• Ability to collaborate with other functional areas

Education and/or Experience:

     Education (Degree):     High School Diploma /College Degree

     Experience (Years):   2 years’ experience in a pharmaceutical environment

Level of complexity of product and service usually involves more than two years of directly related study, training or /and experience.

How to Apply

Job Categories: Equal Opportunities. Job Types: Full-Time. Salaries: 60,000 - 80,000.

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