Specialist, Customer Operations & Product Security

Posted 25 Feb 2019

Rockland, Massachusetts - United States

Req Id 188102

Details

 

A career with EMD Serono is an ongoing journey of discovery: our 51,000 people are shaping how the world lives, works and plays through next generation advancements in healthcare, life science and performance materials. For more than 350 years and across the world we have passionately pursued our curiosity to find novel and vibrant ways of enhancing the lives of others. EMD Serono is a business of Merck KGaA, Darmstadt, Germany.

 


Your role:

  • Serve as a primary telephone, email and fax contact for all customer inquiries. Provide prompt and efficient response and resolution to each inquiry. Handle and refer other calls, such as patient complaints, to the appropriate departments and individuals.
  • Establish customer confidence and satisfaction through timely and accurate processing of customer purchase orders received via fax and EDI using SAP.
  • Process all clinical trial, technical and free of charge orders in an efficient and expedient manner, interfacing with respective internal departments and providing documentation as required.
  • Day to day management of communication with third party vendors and contractor relationships.
  • Effectively monitor customer orders and product availability (daily inventory), communicating significant changes to the Manager. Assist in backorder management and product delivery reporting.
  • Responsible for the development and tracking of account requirements and special situations; reporting account activities to Manager.
  • Communicate customer order status and product availability to customers and the field sales force in accordance with departmental policies, using professional and sound business judgment.
  • Handle all customer return issues with accounting and vendors when necessary.
  • Assist with consignment management process by processing orders when requested by Manager.
  • Run reports for department metrics and KPI’s that are eventually shared with the leadership team.

Who you are:

Minimum Qualifications:

  • Bachelor’s degree required.
  • 3+ years Customer Service experience, preferably within the pharmaceutical or related industry.
  • 1+ year of experience with automated order entry and invoicing systems required
  • 1+ year of experience working with Microsoft Excel/Power Point/presentation skills.

Preferred Qualifications:

  • Excellent analytical, communication and organization skills are.
  • Supply Chain, business, or analytics experience a plus.
  • Strong PC skills and software knowledge including Word, Excel and Power Point. 
  • SAP system experience preferred.
  • ERP experience preferred.
  • Ability to utilize quantitative analysis and use sound business judgment in interpretation of sales and market data.
  • Ability to problem solve and deliver concrete recommendations.
  • Excellent organizational skills.
  • Strong communication skills both written and verbal.
  • Adaptability and flexibility while remaining focused in the presence of shifting priorities and strategies.
  • Ability to multi-task. Ability to utilize quantitative analysis and use sound business judgment in interpretation of sales and market data.
  • Ability to problem solve and deliver concrete recommendations.
  • Excellent organizational skills.
  • Strong communication skills both written and verbal.
  • Adaptability and flexibility while remaining focused in the presence of shifting priorities and strategies.
  • Ability to multi-task

What we offer: With us, there are always opportunities to break new ground. We empower you to fulfil your ambitions, and our diverse businesses offer various career moves to seek new horizons. We trust you with responsibility early on and support you to draw your own career map that is responsive to your aspirations and priorities in life. Join us and bring your curiosity to life!

Curious? Apply and find more information at https://jobs.vibrantm.com

 



The Company is an Equal Employment Opportunity employer. No employee or applicant for employment will be discriminated against on the basis of race, color, religion, age, sex, sexual orientation, national origin, ancestry, disability, military or veteran status, genetic information, gender identity, transgender status, marital status, or any other classification protected by applicable federal, state, or local law. This policy of Equal Employment Opportunity applies to all policies and programs relating to recruitment and hiring, promotion, compensation, benefits, discipline, termination, and all other terms and conditions of employment. Any applicant or employee who believes they have been discriminated against by the Company or anyone acting on behalf of the Company must report any concerns to their Human Resources Business Partner, Legal, or Compliance immediately. The Company will not retaliate against any individual because they made a good faith report of discrimination.

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