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Customer Svc Specialist - Lucentis
Ref No.: 17-14419
Location: South San Francisco, California
Job Title: Customer Relationship Specialist - Lucentis
Job Company: Major BioPharma
Job Location: SSF, CA 94080
Job Duration: 2 year contract

Job Description:

Channel Operations’ mission is to ensure that the right product gets to the right place at the right time.

Job Responsibilities:
  • Provide outstanding customer service to all internal and external customers, partners and other stakeholders
  • Works with Lucentis Direct Supervisor and other team members to review/learn of COMPANY business strategies, goals, as well as departmental goals and performance metrics relevant to his/her responsibilities
  • Acts as the first-line of contact for external channel customers or other related external parties, assisting with all COMPANY product order and related request
  • Provides full-time telephone coverage, customer call handling.  Receives and manages high-volume telephone calls/inquiries as well as departmental faxes or other communication methodsValidates state licenses for all customers to ensure PDMA (Prescription Drug Marketing Act) compliance, creates, updates and issues licenses as appropriate
  • Processes all external customer product orders, entering relevant data into departmental/company systems-processing orders for both Lucentis Direct as well as The Customer Service Portfolio which may include Tamiflu order processing during flu season
  • Manages COMPANY'S carriers to ensure shipments are delivered on-time and escalates any concerns/issues to Transportation as needed
  • Processes returns and invoice adjustments for various customer segments in addition to creating and issuing RA’s (Return Authorizations) and fulfilling damaged Lucentis replacement order requests
Desired Skills:
The successful candidate will demonstrate the following competencies critical to this role:
  • Decision Making - Thinks through problems clearly and logically, is decisive
  • Technical and Business Expertise - Applies emerging knowledge and trends, builds strong relationships, contributes to expertise within and beyond assigned area
  • Communication -  Listens well, expresses ideas fluently and logically, is open to input and can be depended on for truthfulness
  • Teamwork and Collaboration – Creates an atmosphere of openness and trust, collaborates, offers support and encouragement
  • Achieving Results – Is goal directed and persistent, is accountable for meeting commitments, recognizes the contributions of peers
The following qualifications, experience and criteria unless otherwise stated as “preferred” or “a plus” are required:
  • Must demonstrate knowledge of data entry and good basic computer skills, e.g., proficiency with Microsoft Word, PowerPoint, Access, etc.
  • Previous database/computer systems experience, particularly in a high-volume, customer service/call center environment is strongly preferred
  • ERP (Enterprise Resource Planning) systems experience, particularly SAP, is preferred
  • Technical expertise and Microsoft Excel experience preferred, comfortable with both informal and formal UAT (user acceptance testing) strongly preferred
  • Impeccable ethics and integrity
  • Ability, comfort & commitment to operate in a highly regulated environment and industry that requires a fundamental understanding of adherence to company policies, procedures and relevant internal or external laws and regulations
  • Good time management, organizational skills including both good written and verbal communication skills
  • Proven ability to coordinate efforts across multiple departments to effectively resolve customer issues 
  • Positive proactive attitude, strategic agility and a mindset of continuous improvement
  • Team Player
  • Proven ability to effectively exercise judgment and discretion with confidential and sensitive information
2 or more years related work experience, i.e., customer service, administration-preferably gained within the pharmaceutical, biotechnology or related industry

Bachelors Degree or equivalent experience is preferred