About the position
The position involves handling daily customer service functions for Chain, Wholesale, Distributor, and Mass Merchandisers within the Generic Rx sales divisions. The role requires daily interaction with customers and sales field representatives to establish rapport and help grow the business. Responsibilities include managing various types of inquiries such as sales order tracking, in-stock questions, and addressing calls from industry professionals and consumers regarding product-related questions and concerns. The candidate will need to analyze situations, investigate problems, and determine effective solutions. Daily tasks also involve reviewing multiple reports to ensure that orders are accurately entered into the system and shipped from the distribution center in a timely manner to avoid service level penalties and customer out-of-stock situations. The role includes managing backorders for all accounts, generating weekly backorder reports for each customer, and expediting shipments where necessary to prevent failure to supply penalties. Additionally, the candidate will review and analyze customer scorecards and service levels monthly to identify and resolve any issues that may negatively affect service levels and lead to penalties. The position serves as a liaison between customers and Accounts Receivable, as well as Pricing and Contracts, to address any pricing and deduction-related issues. Daily interactions with logistics and warehouse teams regarding customer orders and inventory levels are also essential. The candidate will monitor sales and create sales reports using SAP to identify trends and support field sales customer visits. Furthermore, the role involves navigating customer website portals for sales, scorecards, and deduction issues, and collaborating with Regulatory and Quality Assurance on customer requirements. Project work may also be assigned as needed.
Responsibilities
- Daily interaction with customers and sales field representatives to establish rapport and help grow the business.
- Handle inquiries including sales order tracking, in-stock questions, and product-related concerns from industry professionals and consumers.
- Analyze situations, investigate problems, and determine effective solutions.
- Review multiple reports daily to ensure orders are accurately entered and shipped in a timely manner.
- Manage backorders for all accounts and expedite shipments to avoid failure to supply penalties.
- Review and analyze customer scorecards and service levels monthly to identify and resolve issues affecting service levels.
- Liaison between customers and Accounts Receivable, Pricing, and Contracts for pricing and deduction issues.
- Interact daily with logistics and warehouse regarding customer orders and inventory levels.
- Monitor sales and create sales reports using SAP to identify trends and support field sales visits.
- Navigate customer website portals for sales, scorecards, and deduction issues.
- Work with Regulatory and Quality Assurance on customer requirements.
- Complete project work as assigned.
Requirements
- College degree preferred.
- A minimum of one to two years of customer service experience in a non-call center environment is required (pharmaceuticals or chemicals experience is a plus).
- Excellent verbal and written communication skills.
- Detail-oriented with good time management skills.
- Strong computer skills, including proficiency in Excel and SAP experience preferred.
- Positive customer service attitude with a pleasant and professional phone manner.
- Effective communication and listening skills.
Nice-to-haves
- Experience in the pharmaceuticals or chemicals industry.
