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Customer Service Senior Specialist

Date: Jan 11, 2019

Location: Horsham, Pennsylvania, US, 19454

Company: Teva Pharmaceuticals

Company Info

Teva is a global pharmaceutical leader and the world’s largest generic medicines producer, committed to improving health and increasing access to quality health solutions worldwide.  Our employees are at the core of our success, with colleagues in over 80 countries delivering the world’s largest medicine cabinet to 200 million people every day. We offer a uniquely diverse portfolio of products and solutions for patients and we’ve built a promising pipeline centered around our core therapeutic areas.  We are continually developing patient-centric solutions and significantly growing both our generic and specialty medicines business through investment in research and development, marketing, business development and innovation.  This is how we improve health and enable people to live better, healthier lives.  Join us on our journey of growth!

Job Description

The Customer Service Sr. Specialist  is responsible for triaging and managing calls for consumers, healthcare providers, Patient Assistance and other product support programs.  The incumbent is responsible for manual order entry and processing, as well as coordinating the registration of all products in Puerto Rico.  The incumbent will communicate effectively information related to product availability, and compile reports to support internal dissemination of that detail.  Strong interpersonal skills are required, along with the ability to work under minimal supervision and in accordance with established procedures and regulatory requirements. 

 

Answer phone calls, e-mails, faxes, and letters made to Teva Customer Service.  Provide information regarding all product and shipment inquiries, and route contacts to appropriate departments when required.

Register new products and keep existing product registrations updated in Puerto Rico per standard department procedures:

  • Obtain FDA Approval Letters and register new products within 2 weeks of receiving FDA Final Approval.
  • Contact different manufacturing facilities to obtain labeling materials for registration
  • Update registrations when there are label changes to already registered products
  • Maintain Excel Item Master list of registration status of all products
  • Maintain archive of all FDA Approval Letters and labeling materials for registrations
  • Ship FDA Approval Letters and labeling materials to Teva contact in Puerto Rico for registrations
  • Archive proof of registrations
  • Provide weekly, monthly and ad-hoc registration reports

Order Management:

  • Enter and process manual orders
  • Attach FacSys fax images to orders in Oracle
  • Expedite orders based on need of customer and/or Teva
  • Perform lot level allocation of specific items based on customer direction
  • Track shipments
  • Compile and distribute Non-Trade Back Order Report on a weekly basis
  • Run all other ad hoc and daily reporting as needed
  • Research missing documents (e-Pedigree)
  • Research product availability
  • Process Emergency-Use orders

Miscellaneous

  • Document processes and procedures in SOP format.
  • Assist Sales and Marketing as requested in providing world class service levels to customers.
  • Other projects and duties as required/assigned.
  • Backup the Customer Support Manager on creating ACD metrics reports (for the Trade and Non-Trade Customer Service Teams

Qualifications

Education Required:

  • HS Diploma or GED required

Education Preferred:

  • Bachelor’s Degree preferred

Experience Required:

  • 3+ years corporate customer service/call center experience
  • Experience answering and assigning a large volume of phone calls in a call center environment.

Experience Preferred:

  • Experience in Customer Relations Management, Planning, Distribution and Logistics, and Sales

Specialized or Technical Knowledge Licenses, Certifications needed:

  • Strong Knowledge of Microsoft Office
  • Strong knowledge of Oracle Order Management

 

Functional Knowledge:

 

Company/Industry Related Knowledge:

  • Understanding of generic pharmaceutical industry preferred

 

 

Job-Specific Competencies

  1.  

 

Customer Orientation

  • Establishes and maintains effective relationships with customers and gains their trust and respect
  • Drives to secure best in class service
  • Actively seeks and includes customer feedback and perspective in our thinking and approaches
  1.  

 

Communication

  • Demonstrates good written and oral communication skills as well as the ability to present ideas articulately
  • Develops clear, concise reports and recommendations with minimal guidance
  • Follows up with internal and external customers to ensure action is taken on recommendations and opportunities
  • Presents technical information in a clear, understandable manner
  • Listens effectively and understands customer needs
  1.  

Critical Thinking & Problem Solving

 

  • Recognizes and diagnoses problems quickly and identifies appropriate solutions.
  • Involves others in diagnosing organizational needs and designing solutions.
  • Makes informed, rational decisions and recommendations and takes accountability for them.

Function

Sales Support

Sub Function

Customer Service Support

Reports To

Dir Managed Care

Teva’s Equal Employment Opportunity Commitment

Teva Pharmaceuticals is committed to equal opportunity in employment. It is Teva's global policy that equal employment opportunity be provided without regard to age, race, creed, color, religion, sex, disability, pregnancy, medical condition, sexual orientation, gender identity or expression, ancestry, veteran status, national or ethnic origin or any other legally recognized status entitled to protection under applicable laws.


Nearest Major Market: Philadelphia