Introduction to blithequark
At blithequark, our mission is to discover and deliver innovative medicines and solutions that solve serious health issues today and address the medical challenges of tomorrow. We strive 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 portfolio. As a leader in the pharmaceutical industry, we are committed to operating with integrity, driving innovation, transforming lives, serving our community, and embracing diversity and inclusion.
Job Description
The Customer Service Specialist is a critical role at blithequark, responsible for supporting top-tier domestic customers, including wholesale, largest regional, and retail accounts representing 98% of US pharma sales. This position requires day-to-day order management utilizing the Order to Cash process to drive order deliverables and ensure on-time and complete delivery of crucial medicines to customers. The successful candidate will also be responsible for timely research and resolution of customer inquiries related to shipping, pricing discrepancies, and product returns.
Key Responsibilities
- Ownership of high-profile customer orders and samples, including order entry, order status, document creation, order release tracking, suspicious order monitoring, IDOC error resolution, shipment tracking, sales recognition, document management, and reporting for various order types.
- Oversight of EDI IDOCs, including monitoring and resolution.
- Escalation of correspondence between stakeholders and cross-functional teams.
- Daily review of team open order monitoring and issue resolution.
- Identification of inventory discrepancies and follow-up with internal stakeholders, 3PL, or Global Information Technology teams to ensure timely and accurate resolution.
- Service to blithequark National Wholesale Directors, Executives, OTC Leadership, vendors, wholesale/retail customers, sales force, healthcare providers, government, hospitals, and institutions.
- Design and generation of standard/ad-hoc reports for tracking, monitoring, and analyzing data.
- Driving blithequark project initiatives and deliverables to timeline/budget, including all sample order activities.
- Driving Continuous Improvement, including developing Key Performance Indicators (KPIs) to ensure sample orders are processed and delivered according to customer needs, and identifying and initiating process improvements where applicable for superior customer service.
- Compliance with all quality, regulatory safety, and compliance training, and fulfillment of audit documentation requirements for Internal Quality and external regulatory agencies for sample order activities.
Qualifications
To be successful in this role, you will need:
- A Bachelor's Degree or, in lieu of a degree, a minimum of 3 to 5 years of customer service-related experience, preferably in the Pharmaceutical or Healthcare related industry.
- Working experience in SAP is preferred.
- Proficiency 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 blithequark'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, and a high level of accuracy.
Skills and Competencies
The ideal candidate will possess:
- Excellent communication and interpersonal skills.
- Strong problem-solving and analytical skills.
- Ability to work in a fast-paced environment and prioritize multiple tasks.
- Strong attention to detail and organizational skills.
- Ability to work effectively in a team environment and build strong relationships with customers and stakeholders.
- Strong knowledge of customer service principles and practices.
- Ability to adapt to changing priorities and deadlines.
Career Growth Opportunities and Learning Benefits
At blithequark, we are committed to the growth and development of our employees. As a Customer Service Specialist, you will have the opportunity to:
- Develop your skills and knowledge in customer service, order management, and pharmaceutical industry regulations.
- Work with a talented team of professionals who are passionate about delivering exceptional customer service.
- Participate in training and development programs to enhance your skills and knowledge.
- Take on additional responsibilities and contribute to the growth and success of the company.
Work Environment and Company Culture
At blithequark, we are committed to creating a work environment that is inclusive, diverse, and respectful. We believe in:
- Operating with integrity and transparency.
- Driving innovation and excellence in everything we do.
- Transforming lives and making a positive impact on our customers and communities.
- Embracing diversity and inclusion and creating a workplace where everyone feels valued and respected.
Compensation, Perks, and Benefits
At blithequark, we offer a comprehensive package of benefits, including:
- Competitive salary and bonus structure.
- Comprehensive health and wellness benefits, including medical, dental, and vision insurance.
- 401(k) plan and retirement savings options.
- Paid time off, including vacation, holidays, and sick leave.
- Opportunities for professional development and growth.
Conclusion
If you are a motivated and customer-focused individual who is passionate about delivering exceptional service, we encourage you to apply for this exciting opportunity to join our team at blithequark. As a Customer Service Specialist, you will play a critical role in driving operational excellence and customer loyalty, and contributing to the growth and success of our company. Apply today and take the first step towards a rewarding and challenging career with blithequark!
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