Customer Relations Specialist at USPRO

Customer Relations Specialist
New Haven, CT
Duration: 6 months
 

Job Description:
We are seeking a Customer Operations Specialist who will be tasked with establishing, developing, and sustaining successful and mutually beneficial business relationships with both internal and external stakeholders. The ideal candidate will collaborate closely with a cross-functional team within our global supply chain and serve as the primary point of contact for external inquiries from healthcare facilities, distributors, and pharmacies. The role necessitates strong interpersonal skills and experience in account management. Additionally, the Customer Operations Specialist will be responsible for various day-to-day operational duties.
 

Responsibilities:

• Effectively manage customer accounts while fostering and sustaining successful relationships.
• Review customer orders for compliance with Company's internal programs and ensure product shipment aligns with established distribution models.
• Onboard new accounts by providing all necessary information and conducting monthly outreach.
• Maintain the CRM tool by regularly updating it with relevant information.
• Process credits, debits, and returns in accordance with departmental procedures.
• Efficiently triage emails and phone calls from internal and external customers to ensure complete and timely resolution.
• Establish and nurture professional relationships with specialty pharmacies, distributors, physicians, suppliers, and wholesalers.
• Build strong professional and collaborative relationships with case managers and colleagues within Global Supply Chain.
• Identify and report any negative trends to management.
• Participate in and complete all required training, and report any pharmacovigilant events in accordance with Company's guidelines.
• Engage in audits and audit reviews as necessary.
• Ensure compliance with the Risk Evaluation Mitigation Strategy (REMS) for all received orders.
• Identify, triage, and process quality events, including supply and logistics complaints, deviations, and product quality complaints/adverse reactions.
• Demonstrate flexibility to assume additional responsibilities and perform other duties as assigned to meet the evolving needs of the organization.

• Four years of college education or equivalent professional experience.
• Proficient in Microsoft Office, with a particular emphasis on Microsoft Excel.
• Excellent communication skills.
• Experience with SAP is preferred.
• Ability to adapt to new technologies.
• Strong attention to detail and commitment to data accuracy.
• Exceptional interpersonal and written communication abilities.
• Capacity to be proactive, flexible, and capable of multitasking while working with a sense of urgency.