Title Customer Service Trade Operations
Job Information

 

 

Purpose: Provide extraordinary Business-to-Business Customer Service to our Pharmaceutical Client Trade Operations Functions.

Major Accountabilities:

· Is responsible for the rapid and efficient resolution of standard / routine requests for support or information

· Maintains superior customer service etiquette

· Responds courteously to customer requests and escalates requests which cannot be resolved immediately to the appropriate experts.

· Follows-up on cases, keeps the customer informed and feeds back resolution

· Stays up-to date with changes in client organizations

· Learns and demonstrates efficient and functional use of essential systems (voicemail, instant messenger, Outlook and intranet)

· Learns and demonstrates ability to accurately fulfill requests in SAP by service level deadlines

· Performs other duties as required

 

The Trade Operations Specialist:

The Trade Operations Specialist provides live phone coverage and support for the following Inbound and Outbound call handling and data entry functions:

· Order Processing

· Order expediting

· Product availability

· Product allocation

· Claims processing

· Credit inquiries

· Return Goods Authorizations

All transactions occur in systems including, but not limited to SAP, CRM, Rightfax, Outlook, Sharepoint.

Trade Operations and Customer Service Credit Representative/Analyst:

The Trade Operations and Customer Service Credit Analyst provides live coverage of and performs all Trade Operations procedures as it relates to Return Claims and Deduction Management and Reverse logistics. The duties of this high level representative include:

· Analyze daily report of expired returns and issue credits within defined timelines

· Creates credit packets for expired returns as well as analyzes the reports prior to submission for credit approvals

· Analyst understands the root cause of the discrepancies, identifies trending and recommends process improvement

· Analyzes claim paperwork and determine if credit should be issued within the Company Policies, Procedures and Guidelines

· Performs weekly review of deduction report

· Analyzes deductions to determine validity and identify source of credit processing delay

· Performs procedures to expedite reconciliation of issue and resolution of deduction

· Analyzes spreadsheets provided by Credit/AR department’s vendor. Reviews all claims and works on resolution of items listed as open against Trade Operations

 

All transactions occur in systems including, but not limited to SAP, CRM, Rightfax, Outlook, Sharepoint, Sales Force.

General:

· Credit packets need to be completed within 3 days of document creation

· Accurate completion of credit packets as taught in training and work steps

· SPF forms updated and posted 1 day after credit is posted in SAP

· Deduction report is run 3 times a week and notes are updated as appropriate in SAP and Salesforce

· Salesforce cases must be worked within 3 days

· Raising of credit note in SAP to be determined and agreed upon once changes/updates are completed

Key Performance Indicators

· Associate satisfaction

· Data Accuracy in systems

· Policy & Process Compliance

· Data accuracy and Quality of correspondence

· Response time/achievement of processing time targets for specific tasks

 

Ideal Background:

· Associates Degree or higher

· Fluent English.

SAP end user

Requirements:

· Experience in a customer service role

· Experience working in trade operations

· Strong technical skills, customer relationship management experience

· Excellent verbal and written communication skills

· Must be able to multi-task while working in a fast-paced environment

· B2B product support experience

· Fast learner with the ability to use multiple systems at once

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