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Customer Service Rep (2 yrs.) 6095

Job Title:

Customer Service Rep (2 yrs.) 6095

Location:

Monroe Township, NJ

Industry:

Biotechnology

Duration:

2 years

Job Description:

SUMMARY

Provide customers with exceptional customer service. Perform all responsibilities associated with answering incoming calls, processing orders and returns, handling product inquiries and addressing customer inquiries and complaints.

DUTIES AND RESPONSIBILITIES:

Ø  Process orders received via phone and FAX from customers and sales representatives.

Ø  Determine inventory availability and communicate to customers.

Ø   Plan and coordinate product shipments based on customer priority and urgency.

Ø  Respond to a wide variety of customer inquires ranging from simple to complex including requests for order status information on orders received via phone, FAX, EDI, or Web.

Ø  Research, resolve, and track customer issues regarding services failures, disputed invoices, etc. 

Ø  Follow up with internal and external customers on issues and requests in a timely manner.

Ø  Process returns, credits, debits and adjustments.

Ø  Inform sales representatives, of important issues affecting their accounts (credit holds, limited product availability, shipment delays etc.)

Ø  Coordinate paperwork and workflow associated with customer orders, special requests, and exceptions.

Ø  Follow established policies and procedures.

Ø  Complete training/documentation on all cGMP/Quality procedures.

Ø  Maintain knowledge of company products.

Ø  Participate on projects and take ownership of special program areas within customer service.

Ø  Required to have the ability to work from home remotely during emergencies and/or inclement weather. Computer and phone equipment will be provided by COMPANY (excluding internet access)

Job Requirements:

High School Diploma required with some college preferred.

Excellent communication skills and the ability to interact effectively via telephone and electronic methods.

Previous SAP experience preferred and 1-2 year’s customer service experience preferred in the pharmaceutical industry in both the direct and wholesaler channels.

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