Customer Service Representative

GENERAL SUMMARY

Handle daily customer service functions for Chain, Wholesale, Distributor and Mass Merchandisers for the Generic Rx sales divisions.

PRINCIPAL DUTIES AND RESPONSIBILITIES

• Daily interaction with Customers & Sales Field Representatives to establish a rapport in order to help grow the business.
• Handle many types of inquiries including sales order tracking, in stock questions, as well as handling calls from industry professionals & consumers regarding product related questions and concerns.

Analyze situations, investigate problems & determine solutions.

• Review multiple reports daily to insure orders are in system accurately, and ship from distribution center in a timely manner to avoid service level penalties and customer out of stock situations.
• Manage backorders for all accounts, including weekly backorder report for each customer, and expedite shipments where necessary to avoid failure to supply penalties.
• Review and analyze customer scorecards and service levels monthly, to identify and resolve any issues that may be negatively affecting our service levels and to avoid penalties.
• Liaison between customer and Accounts Receivable as well as Pricing and Contracts for any pricing and deduction related issues.
• Interact daily with logistics and warehouse regarding customer orders and inventory levels.
• Monitor sales and create sales reports using SAP to look for trends and support field sales customer visits.
• Run weekly reports on orders placed for all top customers.
• Navigate customer website portals for customer sales, scorecards, and deduction issues.
• Work with Regulatory and Quality Assurance on customer requirements.

OTHER DUTIES AND RESPONSIBILITIES

Project work as assigned.

KNOWLEDGE, SKILLS / ABILITIES & EXPERIENCE TO DO THE JOB (State the knowledge, skills / abilities and experience which are needed to result in competent performance of the position.

• College preferred.
• A minimum of one to two years customer service experience in a non-call center environment is a must (pharmaceuticals or chemicals experience a plus).
• Excellent verbal and written communication skills.
• Detail oriented with good time management skills
• Strong computer skills including : Excel skills and SAP experience preferred
• Positive Customer Service attitude with a pleasant and professional phone manner.
• Effective communication and listening skills.
• Excel experience preferred

WORKING CONDITIONS (Describe the work schedule and any travel involved.) :

Forty-hour standard workweek with occasional overtime, as required.

DISCLAIMER : The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification.

It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees as assigned to this job.

Nothing herein shall preclude Taro Pharmaceuticals from changing these duties from time to time and assigning comparable duties or other duties commensurate with the experience and background of the incumbent(s).

Sun Pharmaceuticals provides equal employment opportunities for all current employees and applicants for employment. No one will be discriminated against because of race, religion, creed, color, national origin, nationality, citizenship, ancestry, sex, age, marital status, physical or mental disability, sexual orientation, military or veteran status, genetic predisposing characteristics or any other basis prohibited by law.