Job title: Customer Service Representative

Reports to: Head, Customer Service

Location: Warren, NJ

Cipla is a leading global pharmaceutical company dedicated to high-quality, branded, and generic medicines. Healthcare professionals and patients across geographies trust us. Over the last eight decades, we have strengthened our leadership in India’s pharmaceutical industry and fortified our promise of strengthening our global focus by consolidating and deepening our presence in the key markets of India, South Africa, the United States, and other economies of the emerging world. Driven by the vision, none shall be denied, Cipla’s focus has always been making affordable, world-class medicines with a reputation for uncompromising quality standards across the world.

Job Purpose

Support the company’s Customer Service functions not managed by the third-party 3PL for Cipla USA based in Warren, NJ.

Job Responsibilities

• Support the company’s Customer Service functions not managed by the third-party 3PL, and interact directly with the 3PL transport and warehouse teams to support each Cipla customer.
• Work with customers on tracking and order entry, patient interaction and pharmacovigilance matters, and overall responsiveness to customer questions and requests.
• Interact with Supply Chain, related to product availability and timing.
• Ensure customer feedback is routed to the proper department timely with appropriate responses and act as main point of phone contact for all incoming phone calls.
• Support communication and data requirements distributed between Cipla colleagues.
• Support customer & patient communication on product & order questions.
• Reply to customer emails and phone calls regarding product availability, pharmacovigilance protocols. Tracking, and order entry.
• Direct questions and/or requests to the appropriate internal team members
• Respond with approved data points or guidance from the appropriate Cipla contact
• Support the head of Customer Service with tasks from the daily orders above the allocation process
• Work with the Deputy Manager of Customer Service to rekey SD orders for immediate processing.
• Collaborate with customer procurement departments and Cipla sales team to determine proper communication back to customers.
• Support the Failure to Supply/Penalty process based on what did or did not ship to customers against their forecast.
• Work with the sales team to help prepare for customer meetings and trade shows.

Required and Preferred Education, Experience and Skills

• A minimum of a High School degree is required and three years of experience years of total work experience in a pharmaceutical setting, preferably with experience with large portfolios and a dynamic fast paced customer environment.
• A four-year degree, preferably in business or marketing emphasis is preferred, with a minimum of 1+ years of experience.
• Strong customer orientation
• Experience working alongside analysts and management in the pharmaceutical space. Generic experience preferred.
• Understanding of supply chain & manufacturing process is not essential but a plus.
• Basic understanding key marketing functions and strategies are essential.
• Strong proficiency in verbal and written communication and presentation development is essential.

EEO Statement:

To be considered for this position, you must apply and meet the requirements of this opportunity. Cipla is an Equal Opportunity Employer. All qualified applicants will receive employment consideration without regard to race, color, age, sex, sexual orientation, gender identity, religion, national origin, genetic information, disability, or protected veteran status.