What are the responsibilities and job description for the Customer Care Representative position at STEM?
Job Description
Purpose:
The Customer Service III role is designed to deliver exceptional customer service by fulfilling all functions and initiatives that support the daily business needs of the department. This role will involve working closely with wholesalers, hospitals, direct-to-physician clients, and serialized product customers. The key responsibilities include processing EDI, phone, mail, or fax orders, maintaining communication with multiple stakeholders, and resolving customer inquiries or complaints. You will also collaborate with warehouse and transportation teams to address shipping discrepancies and other related concerns.
Responsibilities:
- Establish and nurture relationships with internal departments, including receivables, pricing, marketing, returned goods, warehousing, planning, transportation, and others to ensure smooth customer service operations.
- Oversee and administer the creation, documentation, and updating of job aids, tools, and the customer support content of the online resource manual. Communicate updates to key stakeholders to ensure adherence to AbbVie policies and procedures.
- Serve as a subject matter expert during compliance audits, providing and interpreting business data. Maintain professional and technical knowledge through continuous training and engagement with relevant stakeholders.
- Advocate for customers and serve as a liaison to resolve service problems efficiently and fairly.
- Work with AbbVie personnel and customers to align product delivery schedules, ensuring lead times are met consistently.
- Process and resolve customer inquiries within the designated time frame, maintaining a high level of customer satisfaction.
- Suggest improvements to operations and service levels, helping to reduce costs while maintaining quality service.
- Implement sales promotional strategies and programs as directed by sales management.
- Perform all necessary training and continuing education, including attending seminars and reviews of annual procedures.
Qualifications
Required Qualifications:
- High school diploma or GED equivalent required.
- Professional written and verbal communication skills to effectively interact with all levels of the organization and build relationships.
- Strong initiative and innovative thinking skills to drive business process improvements.
- Excellent organizational and follow-up skills to ensure timely product distribution and communication.
- Critical and strategic thinking skills to draw conclusions and resolve potential issues effectively.
- Ability to work independently with minimal supervision, demonstrating problem-solving skills and decision-making ability.
- Experience with coordinating new product launches and product conversions.
- Self-driven with a proactive approach to developing and implementing projects, and communicating progress.
Years of Experience/Education:
- High school diploma or GED equivalent.
- Minimum of 2 years of customer service experience.
Top 3-5 Skills:
- SAP order entry experience.
- Call center or phone experience, handling approximately 10-20 calls per day (volume varies) related to orders and inquiries.
- Intermediate proficiency in Excel
Job Types: Full-time, Contract
Pay: $22.00 - $27.00 per hour
Expected hours: 40 per week
Benefits:
- Dental insurance
- Health insurance
- Vision insurance
Shift:
- Morning shift
Experience:
- Customer service: 3 years (Required)
- Call center: 2 years (Required)
- Order entry: 2 years (Required)
- SAP: 1 year (Required)
- Pharmaceutical/ Healthcare/Lifesciences Company: 3 years (Required)
Ability to Commute:
- Florham Park, NJ 07932 (Required)
Work Location: In person
Salary : $22 - $27
