Customer Service Assistant Manager

Our client is a leading Indian pharmaceutical company, headquartered in Bengaluru and a footprint across 100 countries. The company manufactures pharmaceutical products, over-the-counter drugs, and nutraceuticals. They operate two business verticals, Regulated Markets and Emerging Markets. Their manufacturing footprint covers 8 manufacturing facilities in 4 continents, including 5 US FDA approved facilities and a dedicated R&D facility in India with global filing capabilities.

The company partners with generic companies in US and Canada, to supply retail and hospital generics in injectable products and soft gels. In European markets, it has long-term relationships for the development of projects and supply agreements. In Australia and New Zealand, the company is engaged in manufacturing and supply of soft gels and value-added manufacturing.

Responsibilities:

• Serve as a liaison for the customer when interacting within Customer Service as well as Sales, Commercial Operations, Distribution, Finance, and other departments.
• In addition, have a high-level understanding of the general processes within the departments and how they interrelate to Customer Service and impact other internal stakeholders.
• Provide support within Customer Service, responding to customer requests, inquiries, etc.
• In a compliant, expedient, and professional manner, with ability to manage or coordinate all inquiries to achieve complete resolution and full customer satisfaction.
• Aid in the managing and processing of orders received via various communication channels in a prompt and correct manner.
• Exercise full authority to perform pricing review in preparation of order entry, enter orders directly into SAP environment, and aid in maintaining a central customer database.
• Seek continuous process improvements to enhance department productivity and customer service performance.
• Investigate and resolve customer submitted claims, including but not limited to shortages, damages, overages, failure to supply.
• Prepare and present a variety of reports, including explanation of variances, significant trends, and recommendations for change or resolution.
• Preparing ad hoc service and sales related reports for internal and external customers.
• Work with internal teams to ensure compliance with client performance guarantees, and regulatory or accreditation standards.
• Assist in managing complex customer issues escalated by team members.
• Participate in daily, weekly and ad hoc cross-functional meetings to discuss and resolve operational and technical issues.
• Participate in training and follow in various SOP’s trainings (company & departmental) and perform other departmental duties as assigned.

Requirements:

• Bachelor’s Degree from an accredited college or university and/or equivalent experience.
• 7+ years experience in the pharmaceutical industry.
• 7+ years experience in a Customer Service-related environment.
• Proficient with Microsoft Office Suite (Heavy Outlook & Excel Usage).
• SAP knowledge required.
• Controlled Product Experience preferred.
• Knowledge of all aspects of customer service etiquette.
• Ability to enter, prepare and analyze data accurately.
• Experience with SAP OTC TCodes.
• Understanding of regulatory agency requirements and how they affect our daily functions.
• Demonstrated ability to prioritize multiple tasks, solve complex problems, drive resolution of problems to meet deadlines, and diligence as related to details.
• Strong interpersonal, verbal, and written communication skills, including the ability to communicate clearly, effectively and professionally with customers and all levels of the organization
• Situational analysis and independent thinking skills.
• Exceptional attendance required to meet ongoing departmental and customer demands.
• Flexibility to work in a team setting or independently, depending on needs of the department.
• Ability to execute projects, both individually and cross-functionally.
• Ability to work with minimal direction, rapidly understand the context, the task and take quick initiative to resolve problems.
• Strong ability to organize, prioritize, and manage time effectively.
• History of improving processes and increasing efficiencies.
• Results driven.