Experienced Customer Service Specialist – Pharmaceutical Industry

At arenaflex, we're committed to delivering innovative medicines and solutions that solve serious health issues today and address the medical challenges of tomorrow. Our team of dedicated professionals is passionate about making a remarkable impact on people's lives across various therapeutic areas, including immunology, oncology, neuroscience, and eye care. We're seeking an experienced Customer Service Specialist to join our team and support our top-tier domestic customers, including wholesale, largest regional, and retail accounts representing 98% of US pharma sales.

Job Summary:

As a Customer Service Specialist at arenaflex, you will be responsible for supporting our domestic customers with day-to-day order management, timely research, and resolution for customer inquiries related to shipping, pricing discrepancies, and product returns. This role requires a high level of operational effectiveness, exceptional customer service, and collaboration with business partners throughout the organization to drive customer loyalty and achieve sales/revenue objectives.

Key Responsibilities:

* Ownership of high-profile customer orders and samples, including order entry, order status, document creation, order release tracking, suspicious order monitoring, IDOC error resolution, shipment tracking, sales recognition, document management, and reporting for various order types: EDI, fax, email, phone, for RX, OTC, and control drugs, serialized products, and clinical trials.

• Oversight of EDI IDOCs (monitoring and resolution).
• Escalate correspondence between stakeholders and cross-functional teams.
• Daily review of team open order monitoring and issue resolution.
• Identify inventory discrepancies and follow up with internal stakeholders, 3PL, or Global Information Technology teams to get timely and accurate resolution. Track and trend inventory reconciliation issues.
• Service to arenaflex National Wholesale Directors, Executives & OTC Leadership, arenaflex vendor's, wholesale/retail customers, sales force, health care providers, government, hospitals, and institutions.
• Design and generate standard/ad Hoc reports for tracking, monitoring, and analyzing data.
• Drive arenaflex project initiatives and deliverables to timeline/budget, including all sample order activities.
• Drive Continuous Improvement:

+ Develop Key Performance Indicators (KPIs) to ensure sample orders are processed and delivered according to customer needs. + Identify and initiate process improvements where applicable for superior customer service.

• Compliance:

+ Complete/apply all quality, regulatory safety, and compliance training. + Fulfill audit documentation requirements for Internal Quality and external regulatory agencies for sample order activities.

Essential Qualifications:

* Bachelor's Degree or in lieu of a degree, a minimum of 3 to 5 years of customer service-related experience, preferably in Pharmaceutical or Healthcare related industry.

• Proficient in key software applications, including Microsoft Office, as well as ERP, SAP preferred.
• Knowledge of current Good Manufacturing Practices (cGMP), Food and Drug Administration (FDA), and regulatory pharmaceutical marketing and manufacturing principles, practices, and their application is preferred.
• Ability to work effectively both independently and in a team, with the ability to interact with all levels of personnel, customers, and vendors in alignment with arenaflex's business processes.
• Lead and facilitate meetings.
• Analytical and problem-solving skills, including the ability to conduct root cause analysis.
• Strategic thinking about customer experience and revenue, with decision-making authority within scope of responsibility.
• Strong multitasking and prioritization abilities, with effective time management and organizational skills, with a high level of accuracy.

Preferred Qualifications:

* Experience in SAP is preferred.

• Knowledge of EDI and IDOC processes.
• Experience in a pharmaceutical or healthcare industry.

What We Offer:

* Comprehensive package of benefits, including paid time off (vacation, holidays, sick), medical/dental/vision insurance, and 401(k) to eligible employees.

• Eligibility to participate in our short-term incentive programs.
• Opportunity to work with a dynamic team of professionals who are passionate about making a remarkable impact on people's lives.
• Collaborative and inclusive work environment that values diversity and inclusion.
• Professional development opportunities to enhance your skills and career growth.

About arenaflex:

arenaflex is committed to operating with integrity, driving innovation, transforming lives, serving our community, and embracing diversity and inclusion. We're an equal opportunity employer and welcome applications from qualified individuals of all backgrounds.

How to Apply:

If you're a motivated and customer-focused individual who is passionate about delivering exceptional service, please submit your application through our website. We look forward to hearing from you!

Note:

The compensation range described below is the range of possible base pay compensation that the Company believes in good faith it will pay for this role at the time of this posting based on the job grade for this position. Individual compensation paid within this range will depend on many factors, including geographic location, and we may ultimately pay more or less than the posted range. This range may be modified in the future. Apply Job! Apply for this job