21 days old

Customer Service Sr Specialist - 1716

Parsippany, NJ 07054
Company Info

Teva is a global pharmaceutical leader and the world's largest generic medicines producer, committed to improving health and increasing access to quality health solutions worldwide. Our employees are at the core of our success, with colleagues in over 80 countries delivering the world's largest medicine cabinet to 200 million people every day. We offer a uniquely diverse portfolio of products and solutions for patients and we've built a promising pipeline centered around our core therapeutic areas.  We are continually developing patient-centric solutions and significantly growing both our generic and specialty medicines business through investment in research and development, marketing, business development and innovation. This is how we improve health and enable people to live better, healthier lives. Join us on our journey of growth!

Job Description

The Customer Service Sr. Specialist is responsible for triaging and managing calls for consumers, healthcare providers, Patient Assistance and other product support programs. The incumbent is responsible for manual order entry and processing, as well as coordinating the registration of all products in Puerto Rico. The incumbent will communicate effectively information related to product availability, and compile reports to support internal dissemination of that detail. Strong interpersonal skills are required, along with the ability to work under minimal supervision and in accordance with established procedures and regulatory requirements.

Answer phone calls, e-mails, faxes, and letters made to Teva Customer Service. Provide information regarding all product and shipment inquiries, and route contacts to appropriate departments when required.

Register new products and keep existing product registrations updated in Puerto Rico per standard department procedures:

  • Obtain FDA Approval Letters and register new products within 2 weeks of receiving FDA Final Approval.
  • Contact different manufacturing facilities to obtain labeling materials for registration
  • Update registrations when there are label changes to already registered products
  • Maintain Excel Item Master list of registration status of all products
  • Maintain archive of all FDA Approval Letters and labeling materials for registrations
  • Ship FDA Approval Letters and labeling materials to Teva contact in Puerto Rico for registrations
  • Archive proof of registrations
  • Provide weekly, monthly and ad-hoc registration reports

 

Order Management:

  • Enter and process manual orders
  • Attach FacSys fax images to orders in Oracle
  • Expedite orders based on need of customer and/or Teva
  • Perform lot level allocation of specific items based on customer direction
  • Track shipments
  • Compile and distribute Non-Trade Back Order Report on a weekly basis
  • Run all other ad hoc and daily reporting as needed
  • Research missing documents (e-Pedigree)
  • Research product availability
  • Process Emergency-Use orders

 

Miscellaneous

  • Document processes and procedures in SOP format.
  • Assist Sales and Marketing as requested in providing world class service levels to customers.
  • Other projects and duties as required/assigned.
  • Backup the Customer Support Manager on creating ACD metrics reports (for the Trade and Non-Trade Customer Service Teams)
Qualifications
  • HS Diploma or GED required
  • Bachelors Degree preferred
  • 3+ years corporate customer service/call center experience
  • Experience answering and assigning a large volume of phone calls in a call center environment
  • Experience in Customer Relations Management, Planning, Distribution and Logistics, and Sales
  • Strong Knowledge of Microsoft Office
  • Strong knowledge of Oracle Order Management
  • Understanding of generic pharmaceutical industry preferred
Function
Sales Support
Sub Function
Customer Service Support
Reports To
In process of validation
Already Working @TEVA?

If you are a current Teva employee, please apply using the internal career site available on "Employee Central". By doing so, your application will be treated with priority. You will also be able to see opportunities that are open exclusively to Teva employees. Use the following link to search and apply: Internal Career Site

The internal career site is available from your home network as well. If you have trouble accessing your EC account, please contact your local HR/IT partner.

Categories

Posted: 2020-05-15 Expires: 2020-06-21

Join us at the forefront of pharmaceutical research and production. With state-of-the-art facilities, highly skilled colleagues, and a high-powered organizational culture, Teva offers you countless possibilities to make a real difference in people's lives and add value to your career.

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Customer Service Sr Specialist - 1716

Teva Pharmaceuticals
Parsippany, NJ 07054

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