Customer Service Specialist - Driving Operational Excellence in Pharmaceutical Customer Service at blithequark

Transforming Lives through Exceptional Customer Service

At blithequark, we're on a mission to discover and deliver innovative medicines and solutions that solve serious health issues today and address the medical challenges of tomorrow. We're committed to having a remarkable impact on people's lives across several key therapeutic areas, including immunology, oncology, neuroscience, and eye care, as well as products and services in our Allergan Aesthetics portfolio. As a Customer Service Specialist at blithequark, you'll play a critical role in supporting our top-tier domestic customers, driving operational excellence, and delivering exceptional customer service.

Job Overview

The Customer Service Specialist is responsible for supporting top-tier domestic customers, including wholesale, largest regional, and retail accounts, representing 98% of US pharma sales. You'll be the primary point of contact for these customers, ensuring on-time and complete delivery of crucial medicines. Your day-to-day responsibilities will include order management, research, and resolution of customer inquiries related to shipping, pricing discrepancies, and product returns.

Key Responsibilities

• Ownership of high-profile customer orders and samples, including order entry, order status, document creation, order release tracking, suspicious order monitoring, IDOC error resolution, shipment tracking, sales recognition, document management, and reporting for various order types.
• Oversight of EDI IDOCs (monitoring and resolution).
• Escalate correspondence between stakeholders and cross-functional teams.
• Daily review of team open order monitoring and issue resolution.
• Identify inventory discrepancies and follow up with internal stakeholders, 3PL, or Global Information Technology teams to get timely and accurate resolution.
• Service to blithequark National Wholesale Directors, Executives & OTC Leadership, blithequark vendors, wholesale/retail customers, sales force, healthcare providers, government, hospitals, and institutions.
• Design and generate standard/ad hoc reports for tracking, monitoring, and analyzing data.
• Drive blithequark project initiatives and deliverables to timeline/budget, including all sample order activities.
• Drive Continuous Improvement by developing Key Performance Indicators (KPIs) to ensure sample orders are processed and delivered according to customer needs.
• Ensure compliance with quality, regulatory safety, and compliance training, and fulfill audit documentation requirements for Internal Quality and external regulatory agencies for sample order activities.

Qualifications and Skills

To be successful in this role, you'll need:

• A Bachelor's Degree or equivalent experience, preferably in a Pharmaceutical or Healthcare-related industry.
• A minimum of 3 to 5 years of customer service-related experience.
• Proficiency in key software applications, including Microsoft Office, as well as ERP, SAP preferred.
• Knowledge of current Good Manufacturing Practices (cGMP), Food and Drug Administration (FDA), and regulatory pharmaceutical marketing and manufacturing principles, practices, and their application is preferred.
• Ability to work effectively both independently and in a team, with the ability to interact with all levels of personnel, customers, and vendors.
• Analytical and problem-solving skills, including the ability to conduct root cause analysis.
• Strategic thinking about customer experience and revenue, with decision-making authority within scope of responsibility.
• Strong multitasking and prioritization abilities, with effective time management and organizational skills, and a high level of accuracy.

What We Offer

At blithequark, we offer a comprehensive package of benefits, including:

• Paid time off (vacation, holidays, sick).
• Medical, dental, and vision insurance.
• 401(k) plan.
• Short-term incentive programs.
• Opportunities for career growth and development.

Our Culture

At blithequark, we're committed to operating with integrity, driving innovation, transforming lives, serving our community, and embracing diversity and inclusion. We believe in fostering a culture that encourages collaboration, creativity, and continuous learning. Our employees are passionate about making a difference in people's lives, and we're dedicated to providing a work environment that supports their well-being and success.

Why Join blithequark?

By joining blithequark, you'll become part of a team that's dedicated to making a meaningful impact on people's lives. You'll have the opportunity to work on complex and challenging projects, develop your skills and expertise, and advance your career. Our commitment to diversity, equity, and inclusion ensures that everyone has the opportunity to thrive and succeed.

If you're a motivated and customer-focused professional looking to make a difference in the pharmaceutical industry, we encourage you to apply for this exciting opportunity. As a Customer Service Specialist at blithequark, you'll be part of a dynamic team that's shaping the future of healthcare.

Don't miss this chance to join our team and be part of something remarkable. Apply now and take the first step towards a rewarding career at blithequark!