Customer Care Specialist
JR000010433 Customer Care Specialist (Open)
US Specialty Brand Headquarters - USA501
As a part of the world class Customer Care Department, the Customer Care Specialist is responsible for Cultivating and maintaining favorable contact with key and major accounts of the organization in an assigned area or territories. Each Account Specialist is partnered with an outside sales representative to build relationships at multiple levels within the accounts to maximize the efficiency of processes.
We are currently seeking individuals who are open to a temporary position, but ultimately looking for a full time position at Mallinckrodt Pharmaceuticals. We have several roles available on the customer care team on a full time basis. If you excel on a temporary basis, you will have the opportunity to be considered for a fulltime role.
The Customer Care Specialist is required to manage the following:
+ Responsible for account management approximately 40-70 accounts.
+ Answering calls from accounts for order placements
+ Communicates directly with new and existing customers or clients on a regular basis by phone or in person to provide information and to ensure the best service possible.
+ Provides assistance in the best application of product or services by answering all questions regarding services provided and follow up calls from sales representatives for further investigation
+ Work with the outside sales team as needed to ensure customer success, by identifying customers' needs through intelligence to pursue sell up opportunities for the sales force
+ Coordinates equipment availability with Regional Service Center to forecast Preventative Maintenance schedule requirements
+ Partner with 3rd parties to ensure logistics, shipping and returns meet customer expectations
+ Analyze and interprets customer par levels, past sales, trends, costs, estimated and realized revenue and makes recommendations for account increased or decreased in par levels
+ Acts as a liaison between Sales, Distribution, Quality, Clinical, Medical Affairs, Regulatory Affairs, Legal, Contracting and Finance, and customers.
+ Manage new account database and coordinates a flawless roll out to ensure a smooth transition between all parties involved.
+ Orchestrates Emergency Access Program to facilitate urgent delivery of product and device
+ Updates customer's account information
+ Maintains company records for regulatory compliance
+ Answers customer's questions regarding product operations.
+ Refers complaints of product or service failure to appropriate departments for investigation.
+ Coordinates customer's needs and other departments as required ensuring excellent customer service.
+ May visit premises to address customer issues.
+ Assist in training of new employees and facilitates training to other departments or areas as necessary
+ Responsible for general administrative office duties i.e. filing, faxing, sending packages via 3rd party.
+ May be required to work in special projects and support team via research, tracking, schedule coordination, mailing, and internal reports
+ Responsible for general invoicing of customers, resolving credits, and inputting financial contracts into database.
+ Complaint handling and follow up
+ Obtains Purchase Orders ( PO's) and follows up on expired PO's
+ Demonstrates complete knowledge of company's policies, product and services.
Principal Responsibilities and Duties:
+ Pharmaceutical experience in a call center a plus
+ Good decision making skills
+ Excellent written and oral communication skills
+ Computer skills- familiar with MS Office program (Excel, Word, and Power Point).
+ Previous experience with computer based enterprise system; strong process centric thinking
+ Flexible to work all shifts, including nights, weekends and holiday in center that is open 24 hours a day 7 days a week.
+ Ability to work in a team environment.
+ Ability to pay attention to details
+ Ability to collaborate with other functional areas
Education and/or Experience:
Education (Degree): High School Diploma /College Degree
Experience (Years): 2 years' experience in a Pharmaceutical environment
Level of complexity of product and service usually involves more than two years of directly related study, training or /and experience.
Mallinckrodt is a global specialty pharmaceutical business that develops, manufactures, markets and distributes specialty pharmaceutical products. Areas of focus include therapeutic drugs for autoimmune and rare disease specialty areas like neurology, rheumatology, nephrology, ophthalmology and pulmonology; immunotherapy and neonatal respiratory critical care therapies; and analgesics and central nervous system drugs. The company's core strengths include the acquisition and management of highly regulated raw materials; deep regulatory expertise; and specialized chemistry, formulation and manufacturing capabilities. The company's Specialty Brands segment includes branded medicines; its Specialty Generics segment includes specialty generic drugs, active pharmaceutical ingredients and external manufacturing.
To learn more about Mallinckrodt, visit www.mallinckrodt.com.
Mallinckrodt Pharmaceuticals ("the Company") maintains a continuing policy of non-discrimination in employment. The Company is an equal opportunity employer and complies with all applicable laws prohibiting discrimination based upon age, ancestry, color, religious creed (including religious dress and grooming practices), disability (mental and physical), marital status, medical condition, genetic information, military and veteran status, national origin (including language use restrictions), political activities or affiliation, race, sex (including pregnancy, child birth, breastfeeding and medical conditions related to pregnancy, child birth or breastfeeding), gender, gender identity and gender expression, sexual orientation, as well as any other category protected by law. Furthermore, it is our policy to provide equal opportunity to individuals with disabilities and protected veterans in all phases of the employment process and in compliance with applicable federal, state, and local laws and regulations on every location in which the company has facilities. This policy of non-discrimination shall include, but not be limited to, the following employment decisions and practices: recruiting, hiring; promotions; demotions or transfers; layoffs; recalls; terminations; rates of pay or other forms of compensation; selection for training, including apprenticeship; and recruitment or recruitment advertising.
Mallinckrodt Pharmaceuticals is required to report certain payments or transfers of value (such as expense reimbursement, meals, transportation) made to U.S.-licensed healthcare professionals in compliance with the federal Physician Payment Sunshine Act (i.e. Open Payments) and certain state laws.