Responsible for the day to day operations of direct model/retail management as well as patient/consumer customer service. Analyst, Customer Relations, is responsible for executing all aspects of the Customer Service operation while engaging in a culture of customer focus, teamwork, and process improvements. Position is responsible for engagement in the Customer Service culture as well as delivering consistent and comparable levels of service, launch readiness, and meeting all relevant KPIs. Role is responsible for maintaining strong relationships and networks in which we can provide proactive and seamless levels of service.
Direct Customer/Retail Relationship Management
Perform customer contact relations activities including but not limited to:
Following standard operating procedures
Responsible for overall performance of contact center
Upholding service standards and KPIs
Utilizing proper customer services techniques
Quality handling of calls and premium customer resolution
Proper escalation management
Timely, accurate and compliant processing of all direct orders including but not limited to:
Appropriate execution of order management including all SOX and internal controls related to order to cash
Timely and accurate communications to management when orders are delayed or issues arise
Provide timely and useful updates on orders to the customers
Follows team schedules and notifications to provide service during disruptions (weather or otherwise) and other company closing including some holidays and holiday shutdown.
Customer Experience Delivery:
Understand business needs and how to best support.
Ensure prompt response time for telephone calls, emails, and faxes that meets KPI’s.
Utilize trainings and department guidelines/ documentations to deliver excellent service
Bring customer or system issues to management stakeholder attention for assistance with fast resolution
Works with Project team to facilitate process improvement, reduce manual interventions, and improve process efficiency.
Visit other industry leading companies, such as Amazon or FedEx, to understand more around their customer excellence model to bring back new ideas and solutions to the department
Seeks opportunities for continuous improvement to Company results and customer satisfaction.
Collaborates with internal distribution centers on areas of opportunity for improved or more efficient service.
years experience in pharma supply chain and/or customer service