Sun Pharmaceuticals, Inc Manager, Customer Service in Hawthorne, New York
Manager, Customer Service
Location NY, Hawthorne
Job Category Commercial Sales and Marketing
Employment Duration Full time
Sun Pharmaceuticals Industries Inc. is the fifth largest generic pharmaceutical company in the world, and rapidly building brand presence. We manufacture, market and distribute pharmaceuticals to the nation’s largest wholesalers, distributors, warehousing and non-warehousing chain drugstores as well as managed care providers. Our goal is to continue to develop and market quality products that bring value to our customers and ultimately the patient. Current manufacturing capabilities allow Sun Pharma to develop products across most therapeutic categories.
At Sun Pharma we believe our people are an invaluable asset. Our culturally diverse workforce is one of our biggest strengths, along with the rich experience they bring across varied skill-sets. We are proud that our global workforce is bound by our common values:
Humility. Integrity. Passion. Innovation
Title: Manager, Customer Service
Oversee day to day operations of customer service team of (4) Four for Generic Rx, Branded, and Private Label divisions; including interactions with Sales, Marketing, Accounting, Logistics, Pricing and Contracts, and Regulatory.
Oversee orders for generic, specialty, controlled substance, cold-chain, and international order customers.
Select, train and motivate staff to ensure high level of responsiveness to customer needs.
Establish and review Standard Operating Procedures (SOPs) regarding order processing, including controlled substances, to promote customer satisfaction and compliance.
Handle any customer issues that have been escalated.
Monitor daily sales flow of orders and direct special event activities surrounding order flow.
Ensure smooth and professional communication between CSR and sales force.
Review reports to insure all orders are shipped in a timely manner, especially at month end closing.
Review and advise management of any inventory, shipping or customer service problems.
Work with supply chain and warehouse to allocate inventory as necessary.
Work closely with Accounts Receivable to ensure proper deduction resolution.
Participate in industry meetings and trade shows.
Review and analyze customer score cards and SUN service levels monthly for all top customers, to identify and resolve any issues that may be negatively affecting our service levels and to avoid penalties.
Conduct customer survey to determine Customer Service Representative of the year.
Plan and conduct Customer Service Week activities.
Minimum 5 years experience managing a Customer Service Department, preferably in the pharmaceutical industry.
Knowledge of SAP preferred
Excellent verbal/written communication skills and strong managerial skills.
Solid organizational skills and the ability to effectively multi-task in a fast-paced environment.
Proficient in MS Office, including Word and Excel.