Senior Representative, Customer Service (Finance)

Senior Representative, Customer Service

SUMMARY: Provide our customers with exceptional customer service. Perform all responsibilities associated with: answering incoming calls, outbound calling, processing orders and returns, handling product inquiries and addressing customer inquiries and complaints. Understand order to cash process and procedures.

ESSENTIAL DUTIES AND RESPONSIBILITIES: include the following:

Process orders received via phone and FAX from customers and sales representatives.

Determine inventory availability and plan and coordinate product shipments based on customer priority and urgency.

Able to respond to a wide variety of customer inquiries ranging from simple to complex including requests for order status information on orders received via phone, FAX, EDI, or Web.

Research, resolve, and track customer issues regarding services failures, disputed invoices, etc. Work with other departments and companies as required to resolve issues.

Process returns, credits, debits and adjustments.

Inform sales representatives, of important issues affecting their accounts (credit holds, limited product availability, etc.).

Organize paperwork associated with customer orders, special requests, and exceptions.

Follow established policies and procedures.

Maintain knowledge of company products.

Participate on teams to support and represent the customer service function and drive continuous improvement.

Participate on projects and take ownership of special program areas within customer service.

Make outbound calls to current customers and suggest promotional products.

Up-sell products to customers.

Determine alternative solutions to customer issues to avoid returns.

Identify challenges and opportunities within the service organization.

Mentor to new employees.

Provide business information/training on policy and procedures and Bracco products to entry level customer service reps.

Proactively contacts customers regarding order to cash issues.

SECONDARY DUTIES AND RESPONSIBILITIES: include the following: N/A

SUPERVISORY RESPONSIBILITIES: N/A

CORE COMPETENCIES: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the core competencies required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Exceptional Performance - Make a Difference - Excellent written and verbal skills. High level of accuracy with close attention to detail and excellent proof reading skills. Well-organized, able to establish priorities, meet deadlines, manage multiple projects and function with minimal supervision. Takes ownership and personal responsibility to achieve results.
• Live Innovation - Believe in the Possibilities - A "can-do" team player that is passionate about the business and has a strong desire to continuously improve performance and service. Challenges the status quo. Ability to determine and implement corrective measures for controlling data discrepancies.
• Customer Satisfaction - Pursue it with Passion - Ability to respond effectively and quickly to customer needs and issues. Proactive and creative techniques in solving operational problems. Anticipates customer needs and provides responsive solutions.
• Special Treatment - Everyone Deserves It - Treats others, customers and partners with honesty, integrity and respect. Individual sets short and long-term goals for on-going professional development.

EDUCATION and/or EXPERIENCE REQUIRED:

• High School Diploma or GED required with some college preferred.
• Excellent language skills and the ability to interact effectively via telephone.
• 2-3 year's customer service experience in the pharmaceutical industry in both the direct and wholesaler channels.

CERTIFICATES, LICENSES, REGISTRATIONS: N/A

PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Travel is not required

WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

CORE RELATIONSHIPS: