Customer Account Representative

Customer Account Representative

King of Prussia, PA 19406

Duration: 08 Months

Pay rate: $23- $25/Hr.

Shift / Schedule Details: Full-time, 40 hours/week

Coverage window: Monday–Friday, 8:30 AM – 6:00 PM

Rotating late shift (9:30 AM – 6:00 PM) approximately 1x/week (occasionally up to 2x as needed)

Flexible scheduling model with potential extended weekday hours to allow for early release on Fridays (summer hours)

Location Specifics: Located in King of Prussia

Hybrid schedule: 3 days onsite, 2 days remote

Candidates must have a suitable home office environment for phone-based work

Job Description:

Customer Account Representatives:

• Meet the needs of the customers
• Provide prompt resolution of customer inquiries and issues

This position requires:

• An inherent customer service focus
• The ability to see the big picture
• Understanding the impact on the organization as a whole

Main Responsibilities and Accountabilities

1. Customer Service and Support

• Respond to all inquiries received by Customer Support either directly from customers or via internal sources and provide timely resolution of all customer issues
• Own the Order-to-Cash process from order intake to payment. This includes, but is not limited to:
• Accurately processing all phone, emailed, or EDI orders in SAP within the same day
• Collaborating with the customer to provide a substitute if the specific product ordered is not available
• Coordinating with the logistics team to ensure appropriate transportation
• Coordinating with the contracts team if there are pricing discrepancies
• Coordinating with the credit team if there are payment questions
• Proactively identify and escalate any inventory risks or opportunities to ensure consistent supply for all customers
• Continuously review inventory levels for adequate potency range offering as well as ensuring best inventory practices and proposing solutions for order management
• Ensure accurate pricing for all orders
• Ensure all customers have current licensure as required by each organization and state government
• Inventory Management:
• Proactively ensure FIFO for all products in the order fulfillment process as well as in SAP and customer-facing inventory reports
• Assist in inventory corrections for over shipments, short shipments, or crossed shipments to ensure inventory is current on a real-time basis
• Work with corporate accounts in managing customer-specific price changes
• Demonstrate and apply knowledge of enterprise resource planning (ERP) software systems
• Responsible for new account setup by obtaining credit and license information
• Forward completed information packets to Credit for review/approval and Data Control for customer master setup
• Process inventory transfers to 3rd party Patient Services Vendor or Sample Program vendor and ensure timely processing of dispense data to update SAP inventory
• Manage shipments for Clinical Trial or IIS Programs
• Ensure compliance of SOPs and Sunshine Act by collaborating with product managers and contracted 3rd party patient services companies
• Collaborate with Customers, CAMs, Contracts, and Credit Associates to resolve contract or membership-related discrepancies and propose potential measures to prevent reoccurrence

2. Reporting

• Create and implement ad hoc reporting and/or procedures for their own use
• Manage and analyze customer utilization reports and other data requests
• Apply knowledge to established business rules for systems and transaction processes
• Support the corporate account team in providing data and insights that enhance account interactions
• Identify account trends and advise team of ordering patterns
• Analyze and provide weekly discrepancy reports to distributors and provide updates while adhering to distributor deadlines
• Lead and participate in:
• Identifying continuous improvement activities
• Root cause analysis
• Error prevention solutions around contracting processes
• Facilitate effective policies and procedures that will deliver sustainable results

3.

Perform testing for system changes/enhancements, documenting results and escalating exceptions. Participate in relevant User Acceptance Testing (UAT) activities to ensure optimum system performance.4.

Develop product knowledge through training in effort to serve customer better. Learn both use and manufacturing techniques of products.5.

Identify opportunities to improve efficiencies.6.

Perform related duties or projects as assigned by management.7.

Required to be on alternating on-call schedule.

Position Qualifications and Experience Requirements:

Education

• High School diploma — Required
• Bachelor’s Degree — Preferred

Experience

• 3–5 years’ experience performing in:
• Customer service
• Chargeback or inventory management
• Managing multiple priorities
• Relevant work experience in the pharmaceutical industry
• Microsoft Office with strong Microsoft Excel experience required
• SAP experience preferred

Competencies

Important competencies include:

• Technological and computer proficiency
• Strong interpersonal skills and customer focus
• Demonstrated problem-solving and analytical thinking skills
• Strong planning, attention to detail, and organizational skills
• Ability to effectively work in a team environment
• Effective written and oral communication skills
• Ability to effectively manage multiple priorities, often under deadlines and time constraints
• Ability to work with cross-functional teams
• High level of comfort with change and the ability to adapt easily to new systems and new customer demands

Equal Employment Opportunity Statement:

The company will provide equal employment opportunity for all persons without discrimination on the basis of membership in a legally protected class, including race, color, religion, national origin, gender, age, veteran status, or handicap/disability.

Benefits:

Russell Tobin offers eligible employee’s comprehensive healthcare coverage (medical, dental, and vision plans), supplemental coverage (accident insurance, critical illness insurance and hospital indemnity), a 401(k)-retirement savings, life & disability insurance, an employee assistance program, identity theft protection, legal support, auto and home insurance, pet insurance, and employee discounts with some preferred vendors.

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