Supervisor, Customer Service

Responsibilities:

• Supervise team and respond to customer, patient and pharmacy inquiries regarding products, order status, shipments and tracking via email and phone
• Partner cross functionally within the organization to optimize customer service delivery and resolve any customer inquiries
• Oversee the order fulfillment process
• Troubleshoot and solve ERP issues related to order processing through invoicing
• Actively participate and support Order to Cash system implementation, including salesforce
• Ensure adherence to all Zydus' policies and procedures
• Handle escalation of calls and inquiries in support of customer service staff
• Participate in supply calls with customers

• Accurately enter purchase orders that are placed manually via email or fax
• Proactively monitor EDI transactions for failures and work with IT to resolve
• Proactively monitor order status through the shipping and invoice process to ensure completeness and accuracy
• Create and send weekly back order reports to customers
• Create service tickets in Salesforce and monitor cases to ensure customer satisfaction and closure
• Coordinate with 3PL to ensure complete and accurate delivery processing
• Investigate and resolve customer reported overages, damages or miss shipments
• Build and foster relationships with customer contacts

Reports to: Associate Director, Customer and Channel Operations

Supports: Sales and Marketing

Qualifications:

• Bachelor's degree required
• 4-5 years previous experience in B2B customer service
• Minimum six (6) years of overall business experience required
• Demonstrated people management or conflict management experience strongly preferred
• Pharmaceutical industry or related healthcare industry preferred
• SAP ECC6 experience preferred
• Salesforce or CRM experience a plus
• Data analytics and report building experience preferred
• Must be able to handle a large volume of transactions and maintain high degree of accuracy
• Ability to work independently as well as within a team environment; ability to prioritize and work well within a dynamic environment
• Excellent Excel, Word, and PowerPoint skills
• Analytical, with keen attention to detail
• Strong communication skills

Travel Requirements:  Limited

Salary:  Salary commensurate with experience

Benefits:  401K and healthcare coverage

Location:  Pennington, NJ

Current Openings for Supervisor, Customer Service Jobs at Zydus Pharmaceuticals