Bausch Health

  • Customer Relations Assoc I

    Location US-NJ-Bridgewater
    Job ID
    11224
    Category
    Customer Service
    Pos. Type
    Full Time
  • Overview

    • Process daily orders for pharmaceutical products.
    • Handle customer service phone calls, communicating as necessary with direct customers.
    • Research outstanding purchase orders as needed.
    • Must ensure a high level of customer satisfaction using effective communication in a pleasant and professional manner.
    • Must manage order processing with accuracy and speed.
    • Responsible for communicating information regarding Valeant's products to wholesale; specialty distributors and retailers.
    • Responsible for providing support to sales force, regional and area business managers and also to the sales and marketing departments as required.
    • Must be well versed on Valeant's products and policies and will interact routinely with Valeant's distribution center to support the accurate, timely and cost effective shipment of customer orders and sales rep sample shipments.

     Competencies

    • Communication Proficiency
    • Customer Service Focus
    • Organizational Skills
    • Performance Management
    • Problem Solving/Analytical Skills
    • Ability to work in multiple systems
    • Time Management

    Responsibilities

    Daily Responsibilities

    • Responsibility for accurately processing all EDI, Faxed, and Phone orders to in a timely and efficient manner.
    • Resolves issues and answers questions with highest degree of quality and accuracy in accordance with company vision and values. Ethically and responsibly complies with all company standards, guidelines, standard operating procedures and all applicable laws.
    • Completes follow-up informational calls, emails and/or case updates to customers and sales representatives within service level requirements.
    • Responsible for answering the Customer Service phone line, handling inquiries where appropriate and directing calls to the correct department as necessary.
    • Track and report product order trends by wholesale customers to manager on a daily basis.
    • Meet minimum acceptable metrics for calls handled, orders entered, order status, hold time, and other metrics as determined by management.
    • Works closely with Customer Service Manager to ensure smooth transition of product launches including collection of orders, shipping and invoicing.
    • Ensures the timely closing on a daily and monthly basis of all orders (trade and samples) by meeting the timeline set by Finance Dept. and by working in conjunction with Customer Service Manager.
    • Ensures all customer inquiries or requests i.e. call tags, PO information and tracking requests by customers are completed in a timely and efficient manner.
    • Process all claims: any damages, shortages or overages for Valeant wholesale customers. This includes verifying claims with our 3rd party shipper for substantiation of said claim by customer.
    • Monitor Returns reports for any unauthorized Returns and escalate to Manager if the need arises.
    • Responsible for tracking and substantiating POD's on customer orders.
    • Respond and resolve all customer inquiries received via telephone, email, mail, and fax, including, but not limited to product information and sample requests; ordering and order status; account information; new account applications; product availability; RMA and credit requests.
    • Ensure SOX compliance with order processing procedures.
    • Meet or exceed departmental call performance goals.
    • Provides support to open sales territories.
    • Generate sales reports for account holders and area business managers as requested.
    • Performs support functions and other duties and responsibilities as assigned.

    Qualifications

    Required Education /Skill / Abilities

    • 3 plus years’ experience in Customer Service / Claims
    • Must have experience with Wholesale customers such as Cardinal, McKesson or other small wholesale customers
    • Strong reconciliation
    • Strong excel and analysis/reporting skills
    • Excellent interpersonal and communication skills
    • Prior experience with 3rd party processors (Inmar, Genco, etc.)
    • High school grad plus some college
    • Familiar with SOX guidelines and procedures
    • Proficiency in Microsoft Office: Outlook, Word, Excel and Power Point
    • Must demonstrate ability to manage multiple projects and heavy work volume within time constraints
    • Must be self-motivated and approach tasks with a positive, pro-active attitude
    • Must have the eagerness and capacity to learn
    • Must display pleasant, cheerful disposition
    • Ability to work independently and plan extensively to meet goals
    • Ability to maintain accuracy, consistency, and quality in a fast-paced environment

    Necessary Skills

    • Analytical skills
    • Able to work in fast-paced environment
    • Sound judgment with exceptional problem-solving skills
    • Flexible and able to adapt with change
    • Organized and works well under pressure
    • Good communication skills

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