Title: Customer Operations Specialist
Work Location: New Haven, CT, 06510 (5x/week onsite)
Duration: 6 Months
Pay Rate: $35.00 per hr.
Positions Requested: 1
Summary:
The Customer Operations Specialist is responsible for establishing, developing, and maintaining successful and mutually beneficial business relationships with internal and external stakeholders.
The individual will work closely with a cross-functional team in Global Supply Chain.
They will be the primary point of contact for outside inquiries from healthcare facilities, Distributors and Pharmacies.
The position requires strong interpersonal competencies and experience with account management.
Duties:
In addition, the COS will be accountable for additional day to day responsibilities including the following.
Effectively managing customer accounts while maintaining successful relationships
Review customer orders for compliance to Client’s internal program and ship product in accordance with established distribution models
Onboard new accounts with all necessary information required and maintain monthly outreach
Maintain CRM tool with updates
Process credits, debits and returns based off department processes.
Effectively triage emails and phone calls from internal and external customers to ensure complete and timely resolution.
Establish and maintain professional relationships with Specialty Pharmacies, Distributors, Physicians, Suppliers and Wholesalers.
Form solid professional and collaborative relationships with Case Managers and additional colleagues within Global Supply Chain.
Recognize and report any negative trends to management
Participate in and complete all required training and Report any pharmacovigilant event within Client’s guidelines
Participate in audits and audit reviews when necessary
Ensure compliance with Risk Evaluation Mitigation Strategy (REMS) specific program for all orders received
Identify, triage and process quality events including Supply and Logistics complaints, deviations and product quality complaints/adverse reactions
Flexibility to undertake additional responsibilities and perform other duties as assigned to meet the evolving needs of the organization
Skills:
4 years of college or equivalent work experience
Prior knowledge of Microsoft Office – Microsoft Excel required
Strong Communication skills
SAP experience preferred
Ability to adapt to new technology
Strong attention to detail and data accuracy skills
Strong interpersonal and written communication skills.
Ability to be proactive, flexible, multitask and work with a sense of urgency.
