Customer Relations Specialist

We're Hiring : Customer Relations Specialist!

We are seeking a dedicated and experienced Customer Relations Specialist to manage customer interactions and build lasting relationships. The ideal candidate will have excellent communication skills, problem-solving abilities, and a passion for delivering exceptional customer service while driving customer satisfaction and retention.

Location : New Haven, CT

Work Mode : Work From Office

Role : Customer Relations Specialist

Position Summary :

The Customer Operations Specialist is responsible for establishing, developing, and maintaining successful and mutually beneficial business relationships with internal and external stakeholders. The individual will work closely with a cross-functional team in Global Supply Chain. They will be the primary point of contact for outside inquiries from healthcare facilities, Distributors, and Pharmacies. The position requires strong interpersonal competencies and experience with account management. In addition to this, the COS will be accountable for additional day-to-day responsibilities including the following.

Duties :

Effectively managing customer accounts while maintaining successful relationships

Review customer orders for compliance to internal program and ship product in accordance with established distribution models

Onboard new accounts with all necessary information required and maintain monthly outreach

Maintain CRM tool with updates

Process credits, debits, and returns based on department processes

Effectively triage emails and phone calls from internal and external customers to ensure complete and timely resolution

Establish and maintain professional relationships with Specialty Pharmacies, Distributors, Physicians, Suppliers, and Wholesalers

Form solid professional and collaborative relationships with Case Managers and additional colleagues within Global Supply Chain

Recognize and report any negative trends to management

Participate in and complete all required training and report any pharmacovigilant event within guidelines

Participate in audits and audit reviews when necessary

Ensure compliance with Risk Evaluation Mitigation Strategy (REMS) specific program for all orders received

Identify, triage, and process quality events including Supply and Logistics complaints, deviations, and product quality complaints / adverse reactions

Flexibility to undertake additional responsibilities and perform other duties as assigned to meet the evolving needs of the organization

Skills :

4 years of college or equivalent work experience

Prior knowledge of Microsoft Office – Microsoft Excel required

Strong communication skills

SAP experience preferred

Ability to adapt to new technology

Strong attention to detail and data accuracy skills

Strong interpersonal and written communication skills

Ability to be proactive, flexible, multitask and work with a sense of urgency