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Customer Support Specialist
2 months ago
Company Overview:
Allergan is dedicated to pioneering innovative healthcare solutions that address significant medical challenges today and in the future.
Our commitment is to make a profound difference in the lives of individuals across various therapeutic domains, including immunology, oncology, neuroscience, and eye care, alongside our diverse portfolio of products and services.
Position Summary:
The Customer Support Specialist plays a crucial role in assisting high-priority domestic clients, including wholesalers and major retail accounts, which collectively represent a significant portion of the pharmaceutical market.
This role encompasses daily order management through the Order to Cash process, ensuring timely and complete delivery of essential medications to our clients.
Key responsibilities include:
- Promptly addressing and resolving customer inquiries related to shipping, pricing issues, and product returns.
- Facilitating Customer Operations functions to enhance sample EDI, IDOC, and inventory reconciliation with third-party logistics.
- Collaborating with internal business partners to foster customer loyalty and achieve sales and revenue targets as measured by customer scorecards.
- Managing high-profile customer orders and samples, which includes order entry, status tracking, document creation, and shipment monitoring.
- Overseeing EDI IDOCs, ensuring timely monitoring and resolution of issues.
- Conducting daily reviews of open orders and resolving any arising issues.
- Identifying and addressing inventory discrepancies in collaboration with internal stakeholders and third-party logistics.
Reporting and Analysis:
Designing and generating standard and ad hoc reports for tracking and analyzing data related to customer orders and inventory.
Continuous Improvement:
Establishing Key Performance Indicators (KPIs) to ensure that sample orders are processed efficiently and meet customer expectations.
Identifying opportunities for process enhancements to deliver superior customer service.
Compliance:
Completing all necessary quality, regulatory safety, and compliance training, and fulfilling audit documentation requirements for internal quality and external regulatory agencies.
Qualifications:
A Bachelor's Degree or equivalent experience of 3 to 5 years in customer service, preferably within the Pharmaceutical or Healthcare sectors.
Experience with SAP is preferred, along with proficiency in Microsoft Office and ERP systems.
Knowledge of Good Manufacturing Practices (cGMP), FDA regulations, and pharmaceutical marketing principles is advantageous.
The ability to work both independently and collaboratively, interacting effectively with all levels of personnel, customers, and vendors is essential.
Strong analytical and problem-solving skills, including the capacity for root cause analysis, are required.
Excellent multitasking and prioritization skills, coupled with effective time management and organizational abilities, are crucial for success in this role.
