What are the responsibilities and job description for the Customer Service Representative position at Alvogen?

SUMMARY OF POSITION**The Customer Service Representative plays a vital role in ensuring customer satisfaction by addressing inquiries, resolving issues, and providing exceptional service. This position offers the opportunity to work in a dynamic and fast-paced environment within the pharmaceutical industry.This role is hybrid; 8am to 5pm 3 days in office T-W-T based in Morristown NJ.**ORGANIZATION STRUCTURE**The Customer Service Representative Reports to the Senior Manager Customer Service and has no direct reports. The role is based in the Morristown, NJ office.**RESPONSIBILITIES**Primary responsibilities of this role include the following:\* Facilitate seamless order entry, processing, release, and tracking of shipments.\* Handle patient product replacements or credit requests from pharmacies.\* Respond to incoming customer service calls, effectively resolving concerns and ensuring customer satisfaction.\* Maintain the integrity of the customer database through accurate and timely data entry, including updates to contact information, licensing details, service-related information, and financial records.\* Deliver friendly resolutions and maintain reliable follow-up with customers within reasonable time.\* Provide consistently dependable service while remaining accessible and responsive to customer needs.\* Foster excellent communication between internal teams and external customers.\* Investigate and resolve customer complaints; miss-ships, shortages, overages, and damages promptly and efficiently for customers.\* Collaborate with the Third-Party Logistics and Supply Chain team to ensure smooth customer shipments.\* Generate reports and manage report processing tasks.\* Perform other duties as required to support operational efficiency.\* Adhere to company guidelines and SOP's.\* Build positive relationships internally and externally.**QUALIFICATIONS**\* Preferred: College coursework or degree in relevant field.\* Desired: Minimum of 3 years of experience in the pharmaceutical industry.\* Strong written and verbal communication skills are essential.\* Proficiency in product and/or service knowledge is required.\* Demonstrated ability to maintain a professional and positive demeanor with both internal and external stakeholders.\* Capable of comprehending and executing instructions presented in various formats, including written, verbal, and schedule based.\* Proficient in basic mathematical functions, including simple equations, fractions, decimals, rates, and percentages.\* Customer-centric approach with a focus on creating positive impact.\* Results-driven mindset with a sense of urgency to achieve objectives.\* Effective problem-solving abilities to address challenges efficiently.\* Advanced proficiency in Microsoft Office applications, particularly Word and Excel.\* Strongly desired: Experience with SAP software.\* Possess technologically advanced skill sets to adapt to evolving tools and platforms (i.e. CRM, etc.). Salesforce experience preferred but not required.\* Ability to work in a fast-paced environment, attention to detail is a must and able to multi-task when necessary.\* Prior experience in pharmaceutical, wholesaler or specialty pharmacies is a plus.GMP DECISION-MAKING AUTHORITYN/A

"We are an EEO Employer, including disability & vets."EOE/M/F/Vet/Disability

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