Job Description

POSITION SUMMARY
The Customer Operations Specialist is responsible for establishing, developing, and maintaining successful and mutually beneficial business relationships with internal and external stakeholders. The individual will work closely with a cross-functional team in Global Supply Chain. They will be the primary point of contact for outside inquiries from healthcare facilities, Distributors and Pharmacies. The position requires strong interpersonal competencies and experience with account management. In addition to this, the COS will be accountable for additional day to day responsibilities including the following.

• Effectively managing customer accounts while maintaining successful relationships
• Review customer orders for compliance to internal program and ship product in accordance with established distribution models
• Onboard new accounts with all necessary information required and maintain monthly outreach
• Maintain CRM tool with updates
• Process credits, debits and returns based off department processes.
• Effectively triage emails and phone calls from internal and external customers to ensure complete and timely resolution.
• Establish and maintain professional relationships with Specialty Pharmacies, Distributors, Physicians, Suppliers and Wholesalers.
• Form solid professional and collaborative relationships with Case Managers and additional colleagues within Global Supply Chain.
• Recognize and report any negative trends to management
• Participate in and complete all required training and Report any pharmacovigilant event within guidelines
• Participate in audits and audit reviews when necessary
• Ensure compliance with Risk Evaluation Mitigation Strategy (REMS) specific program for all orders received
• Identify, triage and process quality events including Supply and Logistics complaints, deviations and product quality complaints/adverse reactions
• Flexibility to undertake additional responsibilities and perform other duties as assigned to meet the evolving needs of the organization

• 4 years of college or equivalent work experience
• Prior knowledge of Microsoft Office – Microsoft Excel required
• Strong Communication skills
• SAP experience preferred
• Ability to adapt to new technology
• Strong attention to detail and data accuracy skills
• Strong interpersonal and written communication skills.
• Ability to be proactive, flexible, multitask and work with a sense of urgency.

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