Coordinator, Customer Care-Sterile Products
Job Summary - a concise overview of the job
The Coordinator, Customer Care – Sterile Products maintains customer data, enters and manages orders and coordinates emergency shipments with order management for Dantrium IV (lifesaving pharmaceutical product). The individual needs to be extremely detail oriented and develop an understanding of all the processes that surround customer needs. Work closely with many area of the organization, and react quickly to priority shifts.
All incumbents are responsible for following applicable Division & Company policies and procedures.
Scope of Authority - span of control (work unit, site, department, division, etc.), monetary value of budget/spend authority ( capital, operating, etc.), P&L responsibility, etc.
Key Accountabilities - key outcomes/deliverables, the major responsibilities, and % of time
% of Time
Customer Order Management
§ Enters Dantrium IV orders and serves as backup for other products customer orders as necessary to back up other account services executive
§ Coordinates delivery of emergency orders. Works closely with order management to ensure delivery requests are met
§ Gathers all necessary documentation for shipment of product from customer, creates customer accounts and running Customer Master reports ensuring data base integrity-proactive cleansing of the JDE Customer Master database
§ Handles Dantrium IV 800 line including how customer orders product; availability questions. Direct appropriate calls to medical information group as needed
§ Review daily, all customer order activity and manage daily customer communication. Coordination of necessary information with Sales and Order Management on product allocations based on departmental directives.
§ Review daily inventory balances and customer demand. Perform detailed analysis of 852 data for entire product portfolio. Prepare and communicate backorders, potential out of stocks, exceptional order quantities.
§ Participates in monthly calls with outside vendor who proactively calls upon Dantrium IV customer in regards to their expiring product in order to grow sales revenue and develop customer loyalty. Provide monthly sales data for vendor
§ Ability to assess system impact for potential upgrades and changing business needs, execute test scripts and system validation compliance of all data, ensure optimization of system capabilities
Education & Experience
Minimal acceptable level of education, work experience and certifications required for the job
§ High School degree required
§ Associates degree preferred
§ 1-3 years’ pharmaceutical experience
§ Experience with ValueCentric, Hyperion Essbase and ERP systems a plus.
Proficiency in a body of information required for the job
e.g. knowledge of FDA regulations, GMP/GLP/GCP, Lean Manufacturing, Six-Sigma, etc.
§ Proficient in Microsoft Office
§ JDE/ One World knowledge preferred
Often referred to as “competencies”, leadership attributes, skills, abilities or behaviors that may be enterprise, functional or job specific e.g. coaching, negotiation, calibration, technical writing etc.
§ Interpersonal Skills - Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.
§ Quantity - Meets productivity standards; Completes work in timely manner; Strives to increase productivity; Works quickly.
§ Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.
§ Planning/Organizing - Prioritizes and plans work activities; Uses time efficiently; Plans for additional resources; Sets goals and objectives; Organizes or schedules other people and their tasks; Develops realistic action plans. Clearly demonstrated experience developing creative solutions to complex issues and leading successful implementation. Must be results-oriented with excellent planning, process, and execution skills
§ Oral Communication - Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.
§ Must be proficient in communicating and interacting with all levels of management as well as outside organizations.
Physical & mental requirements e.g. lift 40 pounds, walk across plant/warehouse, business travel (% of time), driving as part of work responsibilities, etc.
§ General office environment
§ After-hours work may be occasionally required