Customer Service, Analyst

Role: Customer Service, Analyst

Overview:

Zydus Pharmaceuticals (USA) Inc. is a globally integrated generic pharmaceutical company with a focus on providing high service, quality and affordable products.  Our US leadership, which has over 60 years of US generic market experience, understands the customer's business which allows Zydus the ability to provide unique models to help drive their customer's success.  Our parent company, Zydus Cadila, has a large presence in the global markets, including relationships with many top tier international pharmaceutical companies.  Based on a manufacturing and development history that spans over 50 years, it is the 4th largest pharmaceutical company in India. This position will support the sales and marketing teams and report directly to the Sr. Manager, Chargeback Operations.

Customer Service:

• Deployment of Process Excellence across all Zydus Customer Service Operations
• Responsible for the provision of Customer Services within the Order to Cash Process
• Actively participate in vendor relationship supply calls
• Engage with the commercial team within each market, with view to ensuring full alignment of Supply Chain Strategies and Policies and Procedures

Order to Cash Operations:

• Coordinate activities for the creation of new direct customers with related departments
• Partner with Contracts and Pricing team on Pricing integration between ERP and Revenue Management System
• Respond to internal and external customer questions, requests and needs accurately and in a timely manner
• Receive and send oral and written business correspondence
• Participate in and support Order to Cash Process system implementations and enhancements

Order Management:

• Respond to internal and external customer questions, requests and needs accurately and in a timely manner
• Process customer orders received both Electronic Data Interchange (EDI) and email
• Investigate inquiries that cannot be resolved at the initial point of contact and follow through until resolution
• Ensure daily transactions process successfully to invoicing to prevent delay/impact to daily sales figures
• Conduct research with warehouse team on customer reported shipment discrepancies
• Assist customers with questions regarding returns and credits
• Record activity in online transaction reporting tool
• Receive and send oral and written business correspondence
• Create/monitor back-order report and coordinate with stakeholders when needed
• Interface with cross functional teams on customer related inquires that require internal support
• Document and escalate time sensitive inquiries to leadership

Qualifications:

• Bachelor's degree required
• SAP ECC6 experience required.
• Data Analytics and Report Building experience required.
• Demonstrated ability to identify and implement process and control enhancements and proven managerial experiences are required.
• Must be able to handle a large volume of transactions and maintain high degree of accuracy.
• Pharmaceutical industry or related healthcare industry a plus.
• Ability to work independently as well as within a team environment; ability to prioritize and work well within a dynamic environment.
• Excellent Excel, Access/SQL, Word, and PowerPoint skills required.
• Analytical with a keen attention to detail.
• Strong communication skills.
• Ability to grasp concepts and ideas quickly and thrive in a fast-paced environment.
• Quantitative mindset.

Travel Requirements:  limited

Location:  Pennington, NJ

Current Openings for Customer Service, Analyst Jobs at Zydus Pharmaceuticals