Customer Service Specialist
18 hours ago
East Brunswick
Job DescriptionSalary: $70,000 - $80,000 CUSTOMER SERVICE SPECIALIST East Brunswick, NJ (Hybrid) Unichem Pharmaceuticals, USA, Inc. ("Unichem USA") is a generic pharmaceutical company wholly owned by Unichem Laboratories Limited, one of India's most respected pharmaceutical companies committed to deliver better heath through superior products. Unichem USA focused on providing cost-effective, quality products to our customers and reliable and effective customer service. Unichem's acquisition by Ipca Pharmaceuticals significantly expands our product pipeline with new vertically integrated pharmaceutical products and we take pride in growing into a Top 15 generic supplier in the United States in the past 5 years. Were the people supporting everyday health. Are you someone who has: • A willingness to learn the business and consumer needs., • Creative and problem-solving thinking., • Strong prioritization and analytical skills., • Personal accountability., • A desire to apply yourself and have meaningful impact. A career in Customer Service where we put the customer first. Our Customer Service strives to support the customer, consumer, and our internal functions delivering timely responses and information internally and externally. Customer Service is a key component of our team and shapes our customers satisfaction with Unichem USA. Customer Service partners internally regularly with supply chain, finance, marketing, sales, regulatory affairs, and quality to ensure a high degree of satisfaction with our customers. Our Customer Service Specialist is asked to take ownership of business questions and responses pertaining to order status, availability of products, shipment tracking, regulatory inquiries, licensing requests, consumer inquiries and respond with solutions in a professional and timely manner. What will your individual contribution at Unichem USA be? • Maintaining a high level of professionalism with customers while working to establish a positive rapport with every customer/stake holder., • Responsible for responding to customer inquiries by email, phone, and fax, as well as processing customer purchase orders, and resolving documentation or claim requests., • Accurately collect information required by individual programs and accurately update and maintain data the specific program details in databases and tracking software., • Establish relationships with cross functional partners which include marketing, sales, supply chain, distribution, regulatory affairs, and finance to address and resolve customer issues., • Responsible for generating and responding to requests for purchase orders, shipment tracking, advanced shipment notices, packing slips, certificates of insurance, product availability, order shortages / overages / mis-shipments and licenses., • Responsible for new customer set-up and maintenance in enterprise software system., • Answer product questions from customers or consumers according to company policy utilizing approved FAQs and discussion guides., • Exhibit effective communication and tele-management skills. Converse with callers in an empathetic manner and assist the callers in their ability to understand medical terminology, product availability and channels to resolve concerns., • Effective identification and processing of potential Adverse Events and Technical Complaints in accordance with our regulatory affairs and quality departments., • Demonstrate adherence to all Privacy/Security procedures related to customer and consumer confidentiality and data., • Adhere to all company policies and Standard Operating Procedures and work policies., • Produce and distribute reports to internal and external stakeholders as required., • Perform other duties as assigned. Required qualifications and skills: • Bachelors degree in business, communications, marketing or other related field with a minimum of 1-3 years of general customer service experience, preferably in pharmaceutical/healthcare industry or,, • Associates degree with 3-5 years of customer service experience in the pharmaceutical/healthcare industry., • Experience working with enterprise software systems preferred (SAP & IContracts)., • Effective communicator across different mediums (oral, written, face-to-face, and remotely via available and new technology). Ability to communicate complex ideas in a succinct, persuasive, and positive manner., • Proficiency in a variety of computer applications to include Excel, PowerPoint, and Word. Must have working knowledge of formulas in Excel to handle and analyze a significant amount of data., • Ability to meet accelerated timelines and manage priorities as necessary., • Excellent attention for detail, record keeping and organizational skills., • Demonstrated ability to work well with others in a team-based environment., • Take ownership of customer inquiries and follow through to resolution., • Be forward thinking in a fast-paced environment., • Bilingual (Spanish) experience a plus., • Be coachable. Physical requirements of the job include: • Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally, and all other sedentary criteria are met., • Sedentary work, occasionally up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body., • Specific vision abilities required by this job include use of hands, fingers or other means to operate a computer and telephone., • Possess vision requirements with or without equipment related to computer work., • Ability to sit at a computer terminal for an extended period of time., • Ability to effectively work and produce expected results in a remote hybrid work schedule. To recognize your dedication, energy and effort,benefits include: • A competitive salary., • An annual bonus linked to performance, the company and you., • On-the-job experience and formal and informal training and development, delivered through a mixture of coaching, mentoring and formal training programs., • Health and wellbeing programs to take care of your physical and mental health., • Generous 401k matching program and annual performance and merit evaluations., • Flexible work schedule and remote work based on your work schedule. Our commitment to diversity, equity, and inclusion. At Unichem USA, we embrace our diverse workforce by creating an inclusive environment that celebrates our unique perspectives, generates curiosity to create unmatched understanding of each other, and promotes fair and equitable outcomes for everyone. Were striving to create a climate where we celebrate our diversity in all forms by treating each other with respect, listening to different viewpoints, supporting our communities, and creating a workplace where your authentic self belongs and thrives. We invite you to apply . We are now accepting ongoing applications and will close this vacancy once we have enough applications. Every day is an opportunity, and we look forward to supporting people in their career endeavors. We are an equal opportunity employer. Unichem Pharmaceuticals (USA), Inc. is an Affirmative Action and Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, creed, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status, pregnancy, citizenship, marital status, gender expression, genetic information, political affiliation, or any other characteristic protected by law. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.