Experienced Customer Service Specialist – Pharmaceutical Industry

At arenaflex, we're dedicated to discovering and delivering innovative medicines and solutions that solve serious health issues today and address the medical challenges of tomorrow. Our mission is to have a remarkable impact on people's lives across several key therapeutic areas – immunology, oncology, neuroscience, and eye care – and products and services in our Allergan Aesthetics portfolio. We strive to be a leader in the pharmaceutical industry, and we're looking for talented individuals to join our team.

Job Summary:

We're seeking an experienced Customer Service Specialist to support our top-tier domestic customers, including wholesale, largest regional, and retail accounts representing 98% of US pharma sales. As a Customer Service Specialist, you'll be responsible for supporting Customer Operation functions to drive sample EDI, IDOC, and inventory reconciliation with 3PL. You'll collaborate with business partners throughout the organization to ensure customer loyalty and achieve the company's sales/revenue objectives measured by customer scorecards.

Key Responsibilities:

* Ownership of high-profile customer orders and samples, including order entry, order status, document creation, order release tracking through order validations, suspicious order monitoring, IDOC error resolution, shipment tracking, sales recognition, document management, and reporting for various order types: EDI, fax, email, phone, for RX, OTC, and control drugs, serialized products, and clinical trials.

• Oversight of EDI IDOCs (monitoring and resolution).
• Escalate correspondence between stakeholders and cross-functional teams.
• Daily review of team open order monitoring and issue resolution.
• Identify inventory discrepancies and follow up with internal stakeholders, 3PL, or Global Information Technology teams to get timely and accurate resolution. Track and trend inventory reconciliation issues.
• Service to AbbVie National Wholesale Directors, Executives & OTC Leadership, AbbVie vendor's, wholesale/retail customers, sales force, health care providers, government, hospitals, and institutions.
• Design and generate standard/ad Hoc reports for tracking, monitoring, and analyzing data.
• Drive AbbVie project initiatives and deliverables to timeline/budget including all sample order activities.
• Drive Continuous Improvement:

+ Develop Key Performance Indicators (KPIs) to ensure sample orders are processed and delivered according to customer needs. + Identify and initiate process improvements where applicable for superior customer service.

• Compliance:

+ Complete/apply all quality, regulatory safety, and compliance training. + Fulfill audit documentation requirements for Internal Quality and external regulatory agencies for sample order activities.

Essential Qualifications:

* Bachelor's Degree or in lieu of a degree, a minimum of 3 to 5 years of customer service-related experience, preferably in Pharmaceutical or Healthcare related industry.

• Proficient in key software applications, including Microsoft Office, as well as ERP, SAP preferred.
• Knowledge of current Good Manufacturing Practices (cGMP), Food and Drug Administration (FDA), and regulatory pharmaceutical marketing and manufacturing principles, practices, and their application is preferred.
• Ability to work effectively both independently and in a team, with the ability to interact with all levels of personnel, customers, and vendors in alignment with arenaflex's business processes.
• Lead and facilitate meetings.
• Analytical and problem-solving skills, including the ability to conduct root cause analysis.
• Strategic thinking about customer experience and revenue, with decision-making authority within scope of responsibility.
• Strong multitasking and prioritization abilities, with effective time management and organizational skills, with a high level of accuracy.

Preferred Qualifications:

* Working experience in SAP is preferred.

• Knowledge of current Good Manufacturing Practices (cGMP), Food and Drug Administration (FDA), and regulatory pharmaceutical marketing and manufacturing principles, practices, and their application is preferred.

Career Growth Opportunities and Learning Benefits:

At arenaflex, we're committed to the growth and development of our employees. As a Customer Service Specialist, you'll have the opportunity to work with a talented team of professionals who are passionate about delivering exceptional customer service. You'll have access to training and development programs that will help you build your skills and advance your career. We also offer a comprehensive package of benefits, including paid time off, medical/dental/vision insurance, and 401(k) to eligible employees.

Work Environment and Company Culture:

arenaflex is a dynamic and innovative company that values diversity and inclusion. We're committed to creating a work environment that's inclusive, respectful, and supportive of all employees. We believe in operating with integrity, driving innovation, transforming lives, serving our community, and embracing diversity and inclusion. We're an equal opportunity employer and welcome applications from qualified individuals of all backgrounds.

Compensation, Perks, and Benefits:

We offer a comprehensive package of benefits, including paid time off, medical/dental/vision insurance, and 401(k) to eligible employees. This job is eligible to participate in our short-term incentive programs. We also offer a competitive salary range, which may be modified in the future.

How to Apply:

If you're a motivated and customer-focused individual who is passionate about delivering exceptional service, we encourage you to apply for this exciting opportunity. Please submit your application through our website, and we'll be in touch to discuss your qualifications further.

About arenaflex:

arenaflex is a leading pharmaceutical company that's dedicated to discovering and delivering innovative medicines and solutions that solve serious health issues today and address the medical challenges of tomorrow. We're committed to operating with integrity, driving innovation, transforming lives, serving our community, and embracing diversity and inclusion. Apply for this job