Customer Service Representative III

2 days ago

St Louis, Missouri, United States Mallinckrodt Pharmaceuticals Full time
Job Title: Customer Service Representative III

At Mallinckrodt Pharmaceuticals, we are seeking a highly skilled Customer Service Representative III to join our team. This role is responsible for providing exceptional customer service to our clients while operating within our company guidelines.

Key Responsibilities:
  • Handle all incoming calls, faxes, and emails from customers and sales organizations as it pertains to order management.
  • Maintain knowledge of company products and customer service processes.
  • Daily order entry, 222 form clearing, and accuracy reviews.
  • Prepare and process credit and re-bills.
  • Provide resolution to ensure that there will not be additional AR discrepancies with customers.
  • Track shipments as requested by customers and distributors using carrier websites.
  • Research discrepancies and provide a resolution to eliminate future occurrences.
  • Coordinate shipments with freight forwarders: obtain booking details, prepare shippers letter of instruction, and export documentation.
  • Review all requests for return of product and compare to current Returns Goods Policy.
  • Process returns in JDE system and obtain necessary approvals from sales organization and management.
  • Communicate valid return authorization to customers, distributors, and sales organization.
  • Issue credits for product returned in a timely basis.
  • Research and confirm all discrepancies and follow through accordingly.
  • Work with Product Management and Master Data Department on product inquiries and release dates of product.
  • Place outbound phone calls to customers and distributors.
Requirements:
  • High School Diploma. Bachelor's Degree preferred.
  • 3-5 years of customer service experience required. 1-3 years of international customer service experience preferred.
  • Experience with controlled substance order process is a plus.
  • Bilingual in Spanish is preferred.
Skills and Competencies:
  • Demonstrated excellence in written and oral communication.
  • Working knowledge of recordkeeping and export regulations.
  • Knowledge of JDE systems a plus.
  • Must possess strong interpersonal, analytical, and organizational skills.
  • Must have a demonstrated ability to work on projects.
  • Able to multi-task and toggle between multiple operating platforms.
  • Must be able to maintain multiple projects at one time.
  • Working knowledge of Microsoft Word, Excel, Outlook, and Access.

Mallinckrodt Pharmaceuticals is an equal employment opportunity employer and welcomes applications from diverse candidates. We are committed to creating an inclusive work environment that values diversity, equity, and inclusion.

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