JOB SUMMARY

The Customer Service Representative maintains favorable relationships with selected customers and sales staff., processes orders, prepares correspondence, and fulfills customer needs to ensure customer satisfaction. Provides pricing, availability and schedule information within established guidelines. Provides support to Account Program Managers and Account Administrators.

SPECIFIC JOB RESPONSIBILITIES:

• Account Management - Ensures projects are completed on time and within budget. Enter orders for own accounts and others. Organize orders in such a way to gain optimal production efficiency and overall contribution (MI).

• Communication - Discusses with customer, sales personnel and other departments, matters affecting customer service and determines the best course of action to affect improved sales service performance. Maintain steady, responsive and reliable communication with customers at all time. Tracks order activity and alerts appropriate staff of any potential delivery problems. Provide the necessary data to Howell and the Customer to make decisions effectively and provide support to the Howell departments in these decisions. Exercise diplomacy in resolving customer complaints or questions. Ability to communicate rationale and process behind the proposed solution.

• Problem Solving - Effective problem solving while supporting Howell overall sales and business objectives. Balance the interest of the Customer with the interests of Howell in such a way that both organizations are satisfied with the result.

• Relationship Building - Build and maintain effective working relationships with external and internal customers that foster a team approach to problem solving.

• Market Knowledge - Maintain and build knowledge of current customer business conditions and the pharmaceutical industry through reading trade journals, web sites, e-newsletters, etc.

• Sales - Seek opportunities to educate the customer of Howell capabilities, products and services. Effectively communicate services that differentiate us from our competitors.

• Project Management – Provide support to Project Management Teams.

• Contract Administration - Know and understand contract and/or pricing agreement terms and conditions. Verify incoming order requests against contract terms to verify pricing is in accordance with volume, frequency, shipments, items and other conditions. Notify Sales of any discrepancies.

• Process Improvement - Present recommendations for improvement to appropriate customer management teams, actively participate on appropriate project teams to ensure implementation. Identify processes used to manage an account and project. Continually strive to improve process for optimal results for both Customer and Howell. Report suggestions to CS Mgr. Work with CS Mgr to develop solutions.

• Organization - Maintained organized files of customer communications and documents in such a way that they are efficiently recalled and provide accurate up to date information as well as history of changes. Prioritize tasks and initiatives with minimal assistance of the CS Manager. Train to be a backup for existing CS Reps, Sales Project Coordinators and other office staff during vacations and absences.

• Quality Task- Process Quality Issues.

• Professionalism - Represent F.M. Howell & Co by building business relationships based on legal, ethical and fair business. Maintain professionalism in conduct, attire and communications.