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Customer Experience Expert
2 months ago
Who we are
TAPI is the leading international supplier of active pharmaceutical ingredients (APIs). With the industry's broadest portfolio including over 350 API products. We are the go-to global supplier for APIs, supporting 80% of top 50 global pharmaceutical companies. We are proud of our reliable history in the generic API industry dating back over 80 years, and the fact we are considered to be one of the most trusted API suppliers, these enable TAPI to lead the industry, based on our experience, expertise, technologies, and exceptional customer service.
Our employees are at the core of our success. Our Headquartered is in Israel, TAPI employs more than 4,000 professionals at 14 sites worldwide. Our state-of-the-art production facilities are located in Italy, Hungary, the Czech Republic, Croatia, Israel, Mexico and India. Our significant ongoing investment in R&D generates a steady flow of APIs, enabling timely introduction of new products to market.
The opportunity
The Customer Experience Expert is the point of contact in the Teva api US sales office regarding technical support & customer service issues. In addition to the below responsibilities, this position will also provide service to customers, striving for complete, accurate, and fast replies.
KEY RESPONSIBILITIES
* Building trustworthy relationships with customers, considering the various cultural backgrounds.* Streamlining and following all processes in order to obtain an optimal support/service.* Coordinating and participating TCs with customers.* Weekly follow up meeting with Account Sales Manager to promote long pending issues.* Dealing with complicated issues such as complaints, long pending requests, sensitive customers etc.* Responsible for filter in and submitting of technical requests.* Filter in of technical requests under his ownership to ensure qualitative service provided to the customers in a timely manner* Coordinate between the BUs and AMs/ customers on technical requests on a weekly/ daily basis.* Filter out and response to customers on SR under ownership to ensure qualitative service provided to the customers.* Close follow-up on pending service requests, in order to get a complete and accurate answer.* Coordinate between the BUs and customers on technical requests on a daily basis.* Back up of other team members according to predefined decision.* Initiation of new high level ideas to be used as a service/ marketing tool to further improve the service and create an ongoing service discussion with customers and AMs.* Responsible for sending customer notifications.
This is a hybrid position. The selected candidate will work 3 days in the Parsippany office and 2 days in a remote setting.
Your experience and qualifications
Required Qualifications:
* Bachelors degree* At least 5 years of professional experience in Customer Experience, Quality assurance, Quality control and/or Regulatory affairs, within the pharmaceutical/healthcare industry* MS office skills* Within commuting distance to Parsippany, NJ* Comfortable working in a hybrid work setting
Preferred Qualifications:
* Bachelors degree in life sciences, chemistry, biology or other relevant field
SKILLS/QUALIFICATIONS:
* Highly motivated* Customer focused* Proactively thinking* Analytical thinking* A team player* Influencing without authority* Problem Solving* Judgment and decision making* Attentiveness* Good Communication skills* Time Management- Job Task Planning and Organizing* Goal Oriented Focus* Willingness to Learn
JOB CONDITIONS:
* Able to work in a changing and flexible environment* Should be able to handle stress and job pressure* Ability to work independently
Enjoy a more rewarding choice
We offer a competitive benefits package, including Medical, Dental, Vision, and Prescription coverage starting on the first day. We also offer Disability and Life Insurance, Paid Time Off, 13 paid Holidays, 6% match on the 401(k), Employee Stock Purchase Plan, and Tuition Assistance.
Already Working @TEVA?
If you are a current Teva employee, please apply using the internal career site available on "Employee Central". By doing so, your application will be treated with priority. You will also be able to see opportunities that are open exclusively to Teva employees. Use the following link to search and apply: Internal Career Site
The internal career site is available from your home network as well. If you have trouble accessing your EC account, please contact your local HR/IT partner.
Teva's Equal Employment Opportunity Commitment
Teva Pharmaceuticals is committed to equal opportunity in employment. It is Teva's global policy that equal employment opportunity be provided without regard to age, race, creed, color, religion, sex, disability, pregnancy, medical condition, sexual orientation, gender identity or expression, ancestry, veteran status, national or ethnic origin or any other legally recognized status entitled to protection under applicable laws. We are committed to a diverse and inclusive workplace for all. If you are contacted for a job opportunity, please advise us of any accommodations needed to support you throughout the recruitment and selection process. All accommodation information provided will be treated as confidential and used only for the purpose of providing an accessible candidate experience.
Important notice to Employment Agencies - Please Read Carefully
Teva Pharmaceuticals USA does not accept unsolicited assistance from agencies for employment opportunities. All CVs / resumes submitted by search firms to any employee at our company without a valid written search agreement in place for this position will be deemed the sole property of our company. No fee will be paid in the event a candidate is hired by our company as a result of an agency referral where no pre-existing agreement is in place. Where agency agreements are in place, introductions are position specific. Please, no phone calls or emails.
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