eSolutions Spec, Customer Service

Vantive is a vital organ therapy company focused on innovations in kidney care. The eSolutions Spec, Customer Service role involves managing product delivery and customer inquiries, ensuring efficient order fulfillment, and providing superior service to customers and patients.

Responsibilities:

• Responsible for assuring product delivery in accordance with customer service, distribution, product requirements and manufacturing capabilities. Acts as primary contact for order fulfillment, customer product inquiries, product service calls, reverse distribution (returns) and satisfaction issues. Process phone & fax orders, manage order exceptions and ensure tracking and performs root cause diagnostics of service failures. Investigates problems related to shipment of products, returns, credits and new orders. May be responsible for sales order administration and/or telemarketing. Interfaces with and supports company sales representatives
• Manages telephone, fax, and electronic or web product orders. Handles exceptions as required and handles general inquiries and correspondence for customers
• Resolves complex customer questions, complaints and requests, where judgment and initiative are required to resolve and/or make recommendations. For instance tracks, codes, investigates and resolves problems related to shipment of products, returns, credits, and new orders
• May handle processing and issuing credits for returns
• Through the ordering process obtains information on the amount, type, stock on hand. Expedites product availability and manages the release of back orders. May monitor reorder points and initiate action to replenish stock. Works with the customer to determine needed quantities and frequency of delivery of product
• Sets-up new accounts, documents service requirements, maintains other records, and prepares customer required reports
• May be required to handle regulatory procedures for federal and state regulations
• May provide guidance, training, and new hire phase-in to peers or other non-exempt department employees
• May determine methods and procedures on new assignments
• Responsible for managing aspects of prescription processing and order fulfillment for the Medical Products Renal business through answering calls from a toll free number and other non-phone related activities (fax, email, etc) in the Remote Prescription/Medication Order Processing Pharmacy
• Assist pharmacists with functions related to the receipt, documentation, and fulfilling of prescription orders as permitted by pharmacy regulations
• Accountable for providing superior service to all external customers, patients, and Baxter team members
• Handles exceptions as required and general inquiries and correspondences for customers
• Responsible for providing accurate, responsive, and efficient prescription processing, placement of orders, backorder fulfillment, shipping discrepancies, customer returns, customer inquiries, and other customer or patient requests
• Required to balance service and cost for the supply chain organization while meeting or exceeding key performance indicators
• Responsible for documenting service failures that impact the customer and the organization
• Collaboration with the following departments: Product Information, Distribution Centers, Planning and Deployment, Credit and Collections, Customer Master, various sales representatives, Center for One Baxter, and others
• Through the ordering process, obtain information on the amount, type, stock on hand. Expedite product availability and manage the release of back orders. May monitor reorder points and initiate action to replenish stock. Works with the customer to determine needed quantities and frequency of delivery of product
• Sets-up new accounts, documents service requirements, maintains other records, and prepares customer required reports
• Other duties as assigned

Requirements:

• Bachelor's Degree is preferred
• College degree preferred
• Certified Pharmacy Technician License a major plus, must be in good standing
• Effectively prioritize multiple tasks
• Strong verbal and written communication skills are required
• Expertise in working in the Microsoft applications and must have an aptitude for working in web based applications
• Ability to work remotely using a high speed wired internet connection
• Demonstrate an ability to provide customers with superior service and a high level of satisfaction
• Demonstrate strong interpersonal skills, ability to work in a team environment, attention to detail, and excellent problem resolution skills
• Ability to speak Spanish is an asset
• JD Edwards system knowledge, a plus
• Must be flexible to cover a shift during the pharmacy hours of operation which are 7:00 to 6:00 pm CST
• Proficient level of product and therapy knowledge
• Ability to ask the right questions and lead conversations
• Ability to interact effectively with all levels of professionals (RNs, patients, other medical professionals)
• Strong organizational skills
• Strong interpersonal and communication skills
• Strong ability to multi-task
• Requires a high school diploma with a minimum of 4 to 6 years supply chain or customer service experience