**Experienced Customer Service Specialist – Pharmaceutical Industry**

**About arenaflex** At arenaflex, we're dedicated to transforming lives through innovative medicines and solutions that address the most pressing health challenges of today and tomorrow. Our mission is to make a remarkable impact on people's lives across various key therapeutic areas, including immunology, oncology, neuroscience, and eye care. With a strong commitment to customer satisfaction and operational excellence, we strive to deliver exceptional service to our top-tier domestic customers, including wholesale, largest regional, and retail accounts representing 98% of US pharma sales. **Job Description** We're seeking an experienced Customer Service Specialist to join our team at arenaflex. As a key member of our Customer Operation functions, you will be responsible for driving sample EDI, IDOC, and inventory reconciliation with 3PL, while ensuring customer loyalty and achieving the company's sales and revenue objectives measured by customer scorecards. Your primary focus will be on supporting top-tier domestic customers, including wholesale, largest regional, and retail accounts, to ensure on-time and complete delivery of crucial medicines. **Key Responsibilities:** * **Order Management:** Own 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: EDI, fax, email, phone, for RX, OTC, and control drugs, serialized products, and clinical trials. * **EDI IDOC Oversight:** Monitor and resolve EDI IDOCs to ensure seamless communication with customers and stakeholders. * **Escalation and Communication:** Escalate correspondence between stakeholders and cross-functional teams to ensure timely resolution of customer inquiries and issues. * **Daily Review and Issue Resolution:** Conduct daily review of team open order monitoring and issue resolution to ensure prompt resolution of customer concerns. * **Inventory Discrepancies:** Identify inventory discrepancies and collaborate with internal stakeholders, 3PL, or Global Information Technology teams to resolve issues in a timely and accurate manner. * **Service to Customers and Stakeholders:** Provide exceptional service to AbbVie National Wholesale Directors, Executives & OTC Leadership, AbbVie vendors, wholesale/retail customers, sales force, health care providers, government, hospitals, and institutions. * **Reporting and Analysis:** Design and generate standard/ad-hoc reports for tracking, monitoring, and analyzing data to drive business decisions. * **Project Initiatives:** Drive AbbVie project initiatives and deliverables to timeline/budget, including all sample order activities. * **Continuous Improvement:** Develop Key Performance Indicators (KPIs) to ensure sample orders are processed and delivered according to customer needs, identify and initiate process improvements for superior customer service. * **Compliance:** Complete and apply all quality, regulatory safety, and compliance training, fulfill audit documentation requirements for Internal Quality and external regulatory agencies for sample order activities. **Qualifications:** * **Education:** Bachelor's Degree or in lieu of a degree, a minimum of 3 to 5 years of customer service-related experience, preferably in Pharmaceutical or Healthcare related industry. * **Software Skills:** Proficient in key software applications, including Microsoft Office, as well as ERP, SAP preferred. * **Regulatory Knowledge:** 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. * **Analytical and Problem-Solving Skills:** Ability to work effectively both independently and in a team, with the ability to interact with all levels of personnel, customers, and vendors in alignment with arenaflex's business processes. * **Leadership and Communication:** Lead and facilitate meetings, with strong multitasking and prioritization abilities, effective time management and organizational skills, and a high level of accuracy. **Career Growth Opportunities and Learning Benefits:** At arenaflex, we're committed to the growth and development of our employees. As a Customer Service Specialist, you'll have opportunities to: * Develop your skills and expertise in customer service, order management, and regulatory compliance. * Collaborate with cross-functional teams to drive business decisions and improve operational efficiency. * Participate in training programs and workshops to enhance your knowledge and skills. * Contribute to the development of process improvements and initiatives to drive customer satisfaction and revenue growth. **Work Environment and Company Culture:** arenaflex is a dynamic and innovative company that values diversity, inclusion, and employee well-being. Our work environment is collaborative, fast-paced, and challenging, with a strong focus on customer satisfaction and operational excellence. We offer a comprehensive package of benefits, including paid time off, medical/dental/vision insurance, and 401(k) to eligible employees. **Compensation, Perks, and Benefits:** We offer a competitive compensation package, including a comprehensive benefits program, to eligible employees. The compensation range for this role is $65,000 - $85,000 per year, depending on experience and qualifications. We also offer a comprehensive package of benefits, including paid time off, medical/dental/vision insurance, and 401(k) to eligible employees. **How to Apply:** If you're a motivated and experienced customer service professional looking for a challenging and rewarding career opportunity, we encourage you to apply for this role. Please submit your resume and cover letter to our online application portal. We look forward to hearing from you! **Equal Employment Opportunity:** arenaflex is an equal employment opportunity employer and welcomes applications from diverse candidates. We are committed to operating with integrity, driving innovation, transforming lives, serving our community, and embracing diversity and inclusion. It is our policy to employ qualified persons of the greatest ability without discrimination against any employee or applicant for employment because of race, color, religion, national origin, age, sex (including pregnancy), physical or mental disability, medical condition, genetic information, gender identity or expression, sexual orientation, marital status, status as a protected veteran, or any other legally protected group status. Apply for this job