Valeant Pharmaceuticals

  • Trade Customer Support Manager

    Location US-NJ-Bridgewater
    Job ID
    10339
    Category
    Customer Service
    Pos. Type
    Full Time
  • Overview

    Valeant Pharmaceuticals International, Inc. is a diverse and decentralized pharmaceutical company that is committed to focusing on our key stakeholders while delivering consistently high performance.  Our values provide the overall direction for our company, and provide us with the tools necessary to rise to any challenge by leveraging our collective hard work and effort along with our unwavering competitive spirit.  These values help us set goals based on our organization’s potential and what we hope it will become.

     

    The Customer Service Manager manages all aspects of the Customer Service Department of Valeant Pharmaceuticals North America.  This includes, but is not limited to, directly supporting the Trade and Finance areas, as well as Trade customers and other outside callers.

     

    The Customer Service Manager oversees processing of daily orders for pharmaceutical and OTC products, ensuring Customer Service rep process with accuracy and speed.  Handle escalated customer service phone calls, communicating as necessary with direct customers.  Research outstanding purchase orders and related issues as needed. Must ensure a high level of customer satisfaction using effective communication in a pleasant and professional manner.  Responsible for communicating information regarding Valeant’s products to wholesale and specialty distributors, pharmacies and physicians.  Must be well versed on Valeant’s products and policies and will interact routinely with Valeant’s distribution centers to support the accurate, timely and cost effective shipment of customer orders and sales/marketing/rep requests.

    Responsibilities

    • Directly manages mid to large sized customer service team
    • Inbound, outbound and escalated call management
    • Distributes work schedules and assigns open orders per business needs and service level agreements
    • Ensures timely and efficient order processing; EDI, fax and phone orders
    • Observes and evaluates performance of Customer Service Representatives
    • Interprets and communicates work procedures and company policies to staff
    • Provides training for new Customer Service Representatives
    • Assesses training and reference materials to reflect current processes on an ongoing basis
    • Oversees team meetings
    • Ensures smooth transition of product launches including collection of orders, shipping and invoicing
    • Partners proactively with team members, internal and external partners regarding orders and product availability
    • Works closely with Supply Chain daily to ensure appropriate daily inventory levels
    • Ensures timely closing of all orders (trade and samples) per Finance department timelines and customer requirements
    • Oversees the processing of all customer claims: damages, shortages or overages for Valeant customers, to include attending weekly meetings with Valeant’s 3rd party distribution centers to review processes and issues.
    • Reviews and approves claims for processing, approving dollar amounts up to the manager threshold, as defined by Finance/AR.
    • Ensures SOX compliance with order processing and credit procedures, and provide information and backup to auditors, as needed
    • Provides information to Finance and other internal partners, as needed
    • Compiles order and phone metrics
    • Responsible for creating and maintaining Customer Service Purchase Orders
    • Performs support functions and other duties and responsibilities as assigned

    Qualifications

    • 7 years customer service experience including processing customer orders accurately and efficiently
    • 3 years Managerial experience in a Customer Service environment
    • Experience managing employee metrics and reporting
    • Strong knowledge of all customer service operations; order processing, invoicing, claim processing, call management and administration
    • Must have solid data entry skills
    • Excellent communication skills (verbal and written) and the ability to interact with all levels within a professional corporate environment
    • ERP systems experience is a must; prior experience with PeopleSoft is a plus
    • Working knowledge of Excel and basic accounting skills
    • College degree preferred

     

    Be Aware of Recruiting Fraud

    Job Applicants should be aware of job offer scams perpetrated through the use of the Internet and social media platforms.

     

    To learn more please read Valeant’s Job Offer Fraud Statement.

     

     

    Valeant Pharmaceuticals International, Inc. is committed to leveraging the talent of a diverse workforce to create great opportunities for our business and our people. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

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