Customer Service Representative I

By Select Source International Posted On 06/18/2018 Memphis, TN, USA, Memphis, Memphis, Shelby County
Not mentioned Job Type:  Contract Joining Time: N/A
Salary: Not mentioned
  • Education:  N/A
  • Functional Area:  N/A
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Job Description

Job Description: Communicates with consumers and all levels of the health care community. Screens callers in medical customer service environment, accurately documenting and processing calls across all of Pharmaceutical s prescription product lines. Administrative duties include: database entry and maintenance, word processing, filing, phone call screening, records maintenance, typing, and faxing. Manages confidential records. Years of Experience 0-3.GREENSTONE CUSTOMER ACCOUNT SPECIALIST JOB DESCRIPTION:1. JOB SUMMARYSummarize the primary purpose & key accountabilities of the position, including scope of responsibility. (i.e. Revenue, Global vs. Country/Region)This customer facing position is responsible for representing Pharmaceutical/Greenstone LLC in a positive manner by providing exceptional customer service to a wide range of internal and external customers including consumers, pharmaceutical buyers, medical professionals, and 3rd party vendors. Works collaboratively with internal departments including Distribution/Logistics, Finance, Trade, National Account Directors, and Supply Chain. Communicates policy and has a working knowledge of Pharmaceutical /Greenstone LLC s product line. Maintains a detailed working knowledge of Pharmaceutical/Greenstone LLC s trade policies, SOP s and standard business processes. Provides operational assistance to customers and internal clients who support the attainment of business objectives.Conducts all activities and makes decisions that are in accordance with Company policies & SOPs, Pharmaceutical Values, FDA & global regulatory guidelines (including cGMP/cGLP/cGCP), environmental guidelines, as appropriate, etc.2. JOB RESPONSIBILITIESList the primary responsibilities key to the performance of the position in order of importance. Include the estimated % of time spent on each function to equal 100%.Primary Responsibilities1. Perform assigned customer service tasks to ensure the highest quality of operational support for Pharmaceutical/Greenstone LLC s major trade customers (wholesalers, distributors & a limited selection of large retailers).2. Positively represent Pharmaceutical by providing exceptional customer service to a wide range of external customers including consumers, pharmaceutical buyers, and medical professionals.3. Maintain a detailed working knowledge of Pharmaceutical/Greenstone LLC s trade policies, SOP s and standard business processes and consistently apply to daily operational tasks. Proactively work with management to address exception situations.4. Handle calls from multiple 800 # s. Communicate policy and have a working knowledge of Pharmaceutical/Greenstone LLC s product line and SOPs.5. Account responsibilities: Dedicated support for Pharmaceutical/Greenstone LLC accounts.a. Sales Order Management (SOM) transactional responsibilities include processing orders via EDI, phone or fax, process claims for shipping exceptions, provide order tracking through carriers, and perform deduction research/reconciliation as necessary.b. Collaboratively engage customers on order volumes, inventory levels and cycle time delays.c. Extensive use of the data warehouse application and SAP Business Intelligence application to review customer orders, analyze operational trends and research customer reported issues.d. Work collaboratively with the Trade Replenishment Specialists and others as appropriate to monitor product availability, allocations, and customer dating requirements ensuring customer order fulfillment expectations are met.e. Assist in cost efficiency and productivity improvements by analyzing product quantities on customer orders; contacting customers when less than full case quantities are ordered, engaging customer to ensure correct setup of products in customer purchasing system.f. Participate and support the account management/customer engagement process (which could require customer site visits).g. Frequently interact and support key internal business stakeholders on operational needs and high impact orders such as staged launch orders, special buys, slotting allowances, dock-to-dock orders, etc.h. Collaborate with internal administrative teams such as Contracts and CIG Admin ensuring DEA/state license updates are obtained, billing and shipping address updates are processed, and manual pricing, material additions, material determination changes are processed in a timely fashion to ensure no delays to customer orders.i. Understand and support the unique needs of the Pharmaceutical/Greenstone LLC business model.j. Serve as liaison and customer support for current/future Pharmaceutical online tools established for customer use i.e. PRIME, TraceLink.6. Research complex claims by working collaboratively with customers and the credit department to resolve deductions.7. Work collaboratively with 3rd party return vendors to research and resolve return and recall related discrepancies and process issues.8. Provide operational assistance to customers and internal clients who support the attainment of business objectives.9. Support Sarbanes Oxley (SOX) by adhering to the internal controls. Organize, create and maintain accurate and complete files.10. Handle routine telephone/email correspondence with customers and colleagues in a professional and punctual manner.This description is based on current requirements and functions of the job as of the date this description was prepared. It is a general guideline for colleagues, but does not purport to be an exhaustive list of all of the elements of the job. Management reserves the right to modify the description at any time.3. OTHER JOB SPECIFIC INFORMATION (OPTIONAL)Include additional relevant job specific information.Organizational Relationships External customers to include consumers, pharmaceutical buyers, medical professionals and 3rd party vendors such as returns processing vendors. Internal interactions with Distribution/Logistics, Finance, Greenstone, Field Force, and others.4. EDUCATION AND EXPERIENCEIndicate the formal education, certification or license required to perform the job functions.Indicate the minimum number of years of relevant experience required. High school diploma and 5-7 years of professional customer service experience (to include call center functions, understanding of debits/credits, deduction resolution and order processing) is required. Bachelor s degree with 1-2 years related experience is highly preferred. 1-2 years of Pharmaceutical experience a plus. SAP experience, including SAP Business Intelligence (BI) a plus. Proficiency in Windows 8 and Microsoft Office 2010 (working knowledge of Excel a plus) is required. Excellent verbal and written communication skills with demonstrated telephone skills a must. Strong analytical skills a must. Ability to handle multiple tasks and deadlines in a timely and organized manner. Strong interpersonal skills in a multi-team environment required. Bilingualism (Spanish) a plus.Position Comments visible to MSP and Supplier: Heavy SAP

About Company

Select Source International is a Global Solutions provider of IT staffing and Project services. Our service offering has 5 main practices; ERP, Application Development, Middleware, Database Management and Project Services. SSI offers industry leading Data Migration, Compliance, and Risk Management through its subsidiary Data Wave. Data Wave offers Cyber Security and risk management through a GRC product suite called Risk Utilities. In addition to our technology offerings, SSI also provides administrative and business consulting services. Industry Experience: Retail Healthcare Manufacturing Energy and Utilities Government Financial Engineering

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