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Customer Service Representative II
Ref No.: 17-06792
Location: Collegeville, Pennsylvania
Start Date / End Date: 12/11/2017 to 06/10/2018
Job Description: SUMMARY:
Manage direct orders and inquiries for Pharmaceutical’s US Vaccines and Hemophilia customers as well as drop shipments for all Pharmaceutical pharmaceutical products. As the initial point of contact, the Customer Service Representative serves as the face of Pharmaceutical to our vaccine and hemophilia customers, including but not limited to health care professionals, home health facilities, specialty distributors, and government entities. The Customer Service Representative supports not only customers but also sales force members and other internal stakeholders. Customer Service Representatives are expected to stay current on a wide range of products, programs, and resources in order to properly respond to customers as well as triage inquiries and issues for other internal departments.

Manage customer orders and inquiries by serving as the initial point of contact for customer telephone calls. Remain available to answer incoming calls at a rate consistent with metrics set by customer service supervisors and management team to support department’s service levels (90% of incoming calls are answered in 20 seconds).

Perform all SAP transactions related to sales order management, including order entry and modification, applying and removal of order blocks, sales activity documentation, and dispute processing.

Process incoming orders consistent with product or brand-specific requirements such as Risk Evaluation and Mediation Strategies (REMS), limited distribution models, or product availability limitations.

Maintains a detailed working knowledge of Pharmaceutical trade policies, SOPs and standard business processes in order to respond to customer and sales force inquiries regarding Pharmaceutical Trade Policy, return policy, shipping practices, invoice terms, product availability information and product-specific order handling guidelines. Proactively monitors, reads and interprets corporate and department communications in order to relay timely and relevant information to the customer. Research or escalate non-routine customer inquiries to resolve questions or issues.

Handle customer contacts in a professional, diplomatic and empathetic manner, as defined in quality monitoring guidelines. Maintain quality monitoring evaluation scores averaging 95% or better.

Process disputes and adjustments for customer claims including short shipments and overages, pricing discrepancies, entry errors and shipping issues. Obtain proper approval and authorization for exceptions.

Support Sarbanes Oxley by adhering to the internal controls. Initiate and maintain accurate SOX documentation as required for pricing disputes and other financial transactions.

Triage and redirect callers requiring assistance from other Pharmaceutical teams including Collections Support, RxPathways, Global Medical Affairs. Partner with internal stakeholders to resolve customer concerns when necessary.

Initiate requests for new customer accounts and account changes and escalate to Customer Master Data Team for handling.

Support customer and sales force users of Pharmaceutical Prime with navigation and how-to questions. Escalate technical issues with Pharmaceutical Prime for resolution.

Complete all assigned training via Pharmaceutical Compliance Education Center and Power 2 Learn.

Participate in special projects as assigned.
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