Specialist, Customer Service and Phone Receptionist

1 month ago

Boca Raton, United States ADMA BIOMANUFACTURING LLC Full time
Job Details

Level
Experienced

Job Location
ADMA Biologics FL - Boca Raton, FL

Position Type
Full Time

Education Level
4 Year Degree

Job Shift
Day

Job Category
Admin - Clerical

Description

ADMA Biologics is a biopharmaceutical company relentlessly committed to creating superior products for immuno-deficient patients at risk for infection. It is our devotion to this underserved population that fuels us and our hands-on approach to production and development that sets us apart. If you are looking for a dynamic, innovative, growing company in the biopharmaceutical industry that is committed to excellence and integrity, then consider ADMA Biologics. We currently have an exciting opportunity available for a Corporate Receptionist in Boca Raton, FL

The Corporate Receptionist is primarily responsible to answer ADMA's main multi-phone line system during assigned shift. Answers inquiries or directs inquires to appropriate parties. Provides administrative assistance as well as support to overall site.

Qualifications

Essentials of the Job
  • Effectively manage the administrative aspects of Customer Service.
  • Process pharmaceutical product purchase orders and returns/credits in a timely manner and in accordance with corporate policies and procedures.
  • Interface with customers and the trade to address and/or triage pharmaceutical product inquiries, complaints, and Adverse Events in a timely manner and in accordance with corporate policies and procedures.
  • Interact with wholesalers, distributors, purchasing groups, and end users, as warranted, to facilitate sales and manage pharmaceutical product inventory. Including preparation and facilitation of investment buy documentation and distribution thereof to the appropriate groups including finance and sales.
  • Maintain up-to-date customer master data files including monthly sales data.
  • Provide data to support internal and external (FDA) audits.
  • Customer processing/management of deliverables, including (CIFs, MSAs, DSAs, Amendments and CDAs), new master data forms and associated customer documents.
  • Compile and maintain up-to-date company and product related information required by government and commercial contracting, as assigned.
  • Assist in the confirmation and distribution of contract terms and pricing information to authorized distribution sources, as assigned.
  • Assist in quarterly business review reporting and presentation building.
  • Assist in the maintenance of contract related sales databases, spreadsheets, electronic records and files, and distribute updated sales information accordingly.
  • Management of department Standard Operating Procedures (SOPs)and company policy documents.
  • Report generation from 3PL system as necessary.
  • Assiset with inventory analysis to support customer service requirements.
  • Answer, screen and forward incoming calls on a busy corporate phone system efficiently during assigned shift with a high level of customer service and positive demeanor.
  • Answer inquiries or directs inquiries to the appropriate party according to company procedures.
  • Handles confidential information discretely.
  • Exercises sound judgment in addressing and proactively managing daily business issues with minimal direction.
  • Possesses excellent oral and written communication skills.
  • Demonstrates highly effective interpersonal skills and the ability to continually demonstrate poise, tact, and diplomacy.
  • Possesses very strong organizational, critical thinking, reasoning and problem-solving abilities. Maintains confidentiality on all levels and at all times.
  • Maintains a pro-active approach to all situations, with the ability to anticipate problems and come up with appropriate solutions. Exercises sound, independent judgment. Demonstrates proficiency in MS Office technologies; proficient in Excel, Word and PowerPoint.
  • Ability to exercise sound, independent judgment. Routes mail and telephone calls to others

Education Requirements:
  • Bachelor's degree in business, Communications, Liberal Arts or Biological Sciences preferred or 5-7 years' experience in administrative support or customer service role.
Experience Requirements:
  • Prior experience with pharmaceutical sales, customer service and administrative activities.
Compliance Requirements:
  • As a part of our Quality Systems and cGMP initiatives, employees are responsible for ensuring compliance with all ADMA Quality policies, standards and SOPs in their area of work and responsibility. This includes ensuring all Quality Assurance (QA) records and reports, Human Resources (HR) policies, and Environmental Health and Safety (EHS) procedures and practices are completed in a timely manner. Any delay or failure to comply with policies, standards and procedures is required to be communicated/escalated to the appropriate responsible parties, such as QA, HR, or EHS depending on the issue.
Other Essential Knowledge:
  • Ability to analyze information and address problems with extreme attention to detail.
  • Excellent word processing, spreadsheet, database management and research skills.
  • Excellent professional interpersonal, written and oral communication skills. Exposure to the contract chargeback and rebate processes and pharmaceutical reimbursement/health care policy.
Contacts:

Internal: With the Sales and Commercial Operations, Quality, Medical Affairs, Finance, and Supply Chain departments to respond to questions and convey information.

External: With the 3PL, business partners, vendors, and customers to provide information, assist with the coordination of projects, and implement solutions within ADMA Biologics, Inc. policies.

Decision Making:
  • Evaluation of valid purchase orders/pricing/returns, appropriate contract terms, customer contact triage and project/task prioritization.
Challenges:
  • Managing the short time from which an order/customer inquiry is received, to when it is processed; setting up and maintaining customer accounts. Timely, accurate and consistent management of sales data. Accurate compliance with corporate policies and procedures.
Working Conditions:
  • Physical Demands: Sit at desk most of the day reading, preparing documents and managing spreadsheets on a desk top computer, talking on the telephone requiring hearing, sight and finger dexterity as well as comprehension skills. Occasionally works long hours. Long hours of uninterrupted concentration on data are required.
Stressors:
  • Tight timelines; confirmation of accurate contract/sales terms and pricing; review and calculation of sales data; managing irate customers
Benefits:
  • Competitive compensation package
  • 401K plan with employer match and immediate vesting
  • Medical, Vision, Life, and Dental Insurance
  • Pet Insurance
  • Company-paid Short-Term and Long-Term Disability
  • Company-paid holidays
  • 3 Weeks' Paid Time Off within the first year
  • Tuition Assistance after the first year
  • Easily accessible to Tri-Rail with a free shuttle to the Boca Tri-Rail station

Additional Information:

ADMA Biologics uses E-Verify to confirm the employment eligibility of all newly hired employees. To learn more about E-Verify, including your rights and responsibilities, please visit www.dhs.gov/E-Verify.

ADMA Biologics is an Equal Opportunity Employer.

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