Customer Service Representative

The Big Picture – Top Skills Should You Possess:

• Provide customers with exceptional service.
• Perform all responsibilities associated with answering incoming calls, processing orders, returns, handling product inquiries and addressing general customer inquiries and complaints.

What You’ll Be Doing:

• Process US and International orders received via phone, FAX, EDI, WEB or other delivery method from customers and sales representatives.
• Determine inventory availability and plan and coordinate product shipments based on customer priority and urgency.
• Respond to a wide variety of customer inquiries ranging from simple to complex including requests for order status information on orders.
• Research, resolve, and track customer issues regarding services failures, disputed invoices, etc.
• Process returns, credits, debits and adjustments.
• Inform sales team(s), of important issues affecting their accounts (credit holds, limited product availability, etc.)
• Coordinate paperwork and workflow associated with customer orders, special requests, and exceptions.
• Follow established policies and procedures in compliance with cGMP requirements.
• Maintain knowledge of products.
• Participate on projects and take ownership of special program areas within as well as cross functional teams.
• Assist with pricing and contract activities as needed.
• Partner with the Business Support Coordinator on all activities relating to the company.
• Schedule and maintain generators reports and customer master lists.
• Obtain and verify customers Radioactive Material License (RAM) are valid in order to ship products.
• Coordinate product and accessory shipments with the appropriate warehouse.
• Responsible for processing credit and debit memos related to rental agreements, service calls, repairs and warranties.
• Coordinate with Technical Associates (which include but not limited to) standing orders, special requests and complete monthly commentary.
• Required to have the ability to work from home remotely during emergencies and/or inclement weather. Computer and phone equipment will be provided by the COMPANY (excluding internet access)

What You Need to Bring to the Table:

• High School Diploma required,
• Excellent communication skills and the ability to interact effectively via telephone or through other electronic communication methods.
• Two (2) to three (3) year’s customer service experience in the pharmaceutical industry.

Bonus Points! Otherwise Known As Preferred Qualifications: 

·         College Degree preferred.

·         Knowledge of SAP preferred.