Job Title
Customer Svc Rep III
Requisition
JR000014285 Customer Svc Rep III (Open)
Location
Webster Groves (Pharma) - USA038
Additional Locations
Job Description
SUMMARY OF POSITION:
Customer Service Rep III is responsible for providing the highest level of customer excellence to customers while operating within Mallinckrodt’s company guidelines. Provides extensive follow through on all customer related issues as it pertains to all aspects of order management. Liaison between Customer and Sales Organization to provide optimal customer service. Dynamic, detail-oriented individual who succeeds in a team environment. International customer service experience highly desirable.
ESSENTIAL FUNCTIONS:
- Handle all incoming calls, faxes, and emails from Customers and Sales Organization as it pertains to order management.
- Maintains knowledge of company products and customer service processes.
- Daily order entry.
- Daily 222 form clearing and accuracy reviews.
- Prepare and process credit and re-bills. Provide resolution to ensure that there will not be additional AR discrepancies with Customer.
- Track shipments as requested by Customer and Distributor using carrier web sites.
- Research discrepancies and provide a resolution to eliminate future occurrences.
- Coordinate shipments with freight forwarders: obtain booking details, prepare shipper’s letter of instruction and export documentation.
- Review all requests for return of product and compare to current Returns Goods Policy. Process returns in JDE system and obtain necessary approvals from Sales Organization and Management. Communicate valid return authorization to Customer, Distributor and Sales Organization.
- Issue credits for product returned in a timely basis. Research and confirm all discrepancies and follow through accordingly.
- Work with Product Management and Master Data Department on product inquiries and release dates of product.
- Place outbound phone calls to Customers and Distributors. These outbound Customer calls would primarily consist of follow through as it pertains to all aspects of order management.
- Work with IT to enhance order related systems.
- Work closely with Credit & Collections, to ensure timely shipment of orders.
- Coordinate with Product Managers the timely release of all manual allocations.
- Ensure optimal service to all of our Customers and Distributors while maintaining corporate profitability and efficiency.
- Strong communicator, negotiator, and team player.
- Other duties as assigned
MINIMUM REQUIREMENTS:
Education:
High School Diploma. Bachelor’s Degree preferred.
Experience:
3-5 years of customer service experience required. 1-3 years of international customer service experience preferred
Preferred Skills/Qualifications:
Experience with controlled substance order process is a plus. Bilingual in Spanish is preferred
Skills/Competencies:
- Demonstrated excellence in written and oral communication.
- Working knowledge of recordkeeping and export regulations.
- Knowledge of JDE systems a plus.
- Must possess strong interpersonal, analytical and organizational skills.
- Must have a demonstrated ability to work on projects.
- Able to multi-task and toggle between multiple operating platforms.
- Must be able to maintain multiple projects at one time.
- Working knowledge of Microsoft Word, Excel, Outlook, and Access.
- Team player looking for a challenge in an exciting environment.
RELATIONSHIPS WITH OTHERS:
In addition to external customers, this individual will routinely interact with internal groups representing sales, trade compliance, marketing, planning, and distribution.
WORKING CONDITIONS:
This position works primary in an office type environment. Use of computer and phone is daily.
DISCLAIMER:
The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of employees assigned to this position.
What We Do
At Mallinckrodt, we use strategic vision and employee-driven momentum to pursue a powerful mission: Listening for needs and delivering solutions.
As a leader in specialty pharmaceuticals, we develop, manufacture, market and distribute innovative treatments for underserved patient populations within neurology, rheumatology, hepatology, nephrology, pulmonology, ophthalmology, and oncology; immunotherapy and neonatal respiratory critical care therapies; analgesics; cultured skin substitutes and gastrointestinal products. . Our expertise also extends into acute and critical care hospital products, as well as our broad portfolio of generic prescription medicines and active pharmaceutical ingredients.
Together, we’re helping shape the future of the specialty pharmaceuticals industry by leveraging the values our founders instilled over 155 years ago – quality, integrity and service.
To learn more about Mallinckrodt, visit www.mallinckrodt.com.
Equal Opportunity Employer
Mallinckrodt Pharmaceuticals provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, veteran status or genetics. In addition to federal law requirements, Mallinckrodt Pharmaceuticals complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. 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.