Customer Service Representative

Handle daily customer service functions for Chain, Wholesale, Distributor and Mass Merchandisers for the Generic Rx sales divisions based in the Hawthorne, NY location.

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.
  
  

Skills

KNOWLEDGE, SKILLS/ABILITIES & EXPERIENCE TO DO THE JOB :

• Some 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, preferred).
• 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.
  
  

Working Conditions

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

The presently-anticipated base compensation pay range for this position is $57,500 to 72,000. Actual base compensation may vary based on a number of factors, including but not limited to geographical location and experience. In addition, this position is part of the Annual Performance Bonus Plan. Employees are eligible to participate in Company employee benefit programs which include medical, dental and vision coverage; life insurance; disability insurance; 401(k) savings plan; flexible spending accounts; and the employee assistance program. Employees also receive various paid time off benefits, including vacation time and sick time.

The compensation and benefits described above are subject to the terms and conditions of any governing plans, policies, practices, agreements, or other materials or documents as in effect from time to time, including but not limited to terms and conditions regarding eligibility. If hired, employee will be in an “at-will position” and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company, or individual department/team performance, and market factors.