Customer Service Associate

1/12/23

New Jersey, NJ

1897

1897 Customer Service Associate

Summary:

The Customer Service Associate has primary responsibility as the customer facing contact for all accounts. This key contact role will facilitate service excellence, ensuring the customer's expectations are met while balancing organizational goals. The Associate will partner and advise the Sales & Operations teams on all account activity, with strong communication between internal/external customers and will work directly with all levels of the organization including senior management.

Responsibilities:

  • Responsible for all aspects of customer orders including but not limited to processing, status updates, pricing, and tracking information
  • Research and resolve all discrepancies such as shipping, customer placement, and order entry
  • Review and validate third-party return processing in a timely manner
  • Work closely with Supply Chain to monitor inventory levels and allocate when necessary
  • Monitor customer inventory levels
  • Monitor customer fill rates, weeks-on hand inventory, cycle times and scorecard compliance ratings ensuring we maintain customer compliance standards
  • Build and enhance business relationships with customers by managing customer specific requirements and providing updates when necessary
  • Generate weekly customer reports
  • Lead weekly/monthly calls with numerous customers to discuss order status and activity
  • Work together with contracts department on customer setup and/or maintenance as well as pricing inquiries and discrepancies
  • Understand and follow all SOP’s

Qualifications:

  • Bachelor’s degree required
  • 1-3 years’ pharmaceutical experience
  • Proficient in Microsoft Office
  • SAP knowledge preferred

Skills:

  • Must be able to communicate effectively whether in person, on the telephone, or through correspondence
  • Ability to enter data accurately
  • SAP preferred
  • Ability to multitask
  • Ability to facilitate resolution of client issues
  • Must have advanced skills in Microsoft applications
  • Excellent interpersonal skills and ability to establish and maintain effective working relationships with both internal and external stakeholders
  • Experience developing and creating formal presentations; advanced presentation skills, intermediate computer skills
  • Excellent verbal and written communication skills
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