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Alvogen · 1 day ago

Customer Service Representative

Morristown, NJ

Full-time

Hybrid

Mid Level

3+ years exp

Alvogen is a company in the pharmaceutical industry, and they are seeking a Customer Service Representative to ensure customer satisfaction. The role involves addressing inquiries, resolving issues, and providing exceptional service in a hybrid work environment.

Health CareManufacturingMedicalPharmaceutical

Responsibilities

Facilitate seamless order entry, processing, release, and tracking of shipments

Handle patient product replacements or credit requests from pharmacies

Respond to incoming customer service calls, effectively resolving concerns and ensuring customer satisfaction

Maintain the integrity of the customer database through accurate and timely data entry, including updates to contact information, licensing details, service-related information, and financial records

Deliver friendly resolutions and maintain reliable follow-up with customers within reasonable time

Provide consistently dependable service while remaining accessible and responsive to customer needs

Foster excellent communication between internal teams and external customers

Investigate and resolve customer complaints; miss-ships, shortages, overages, and damages promptly and efficiently for customers

Collaborate with the Third-Party Logistics and Supply Chain team to ensure smooth customer shipments

Generate reports and manage report processing tasks

Perform other duties as required to support operational efficiency

Adhere to company guidelines and SOP's

Build positive relationships internally and externally

Qualification

Pharmaceutical experienceMicrosoft OfficeSAP softwareCommunication skillsProblem-solvingCustomer-centric approachMulti-taskingTechnologically advancedAttention to detail

Required

Strong written and verbal communication skills are essential

Proficiency in product and/or service knowledge is required

Demonstrated ability to maintain a professional and positive demeanor with both internal and external stakeholders

Capable of comprehending and executing instructions presented in various formats, including written, verbal, and schedule based

Proficient in basic mathematical functions, including simple equations, fractions, decimals, rates, and percentages

Customer-centric approach with a focus on creating positive impact

Results-driven mindset with a sense of urgency to achieve objectives

Effective problem-solving abilities to address challenges efficiently

Advanced proficiency in Microsoft Office applications, particularly Word and Excel

Preferred

College coursework or degree in relevant field

Minimum of 3 years of experience in the pharmaceutical industry

Experience with SAP software

Possess technologically advanced skill sets to adapt to evolving tools and platforms (i.e. CRM, etc.). Salesforce experience preferred but not required

Ability to work in a fast-paced environment, attention to detail is a must and able to multi-task when necessary

Prior experience in pharmaceutical, wholesaler or specialty pharmacies is a plus