Customer Relations Specialist

General Summary

The Customer Relations Specialist is responsible for a broad range of commercialization efforts related to USL’s products including order logistics with Upsher-Smith's direct purchasing partners. This position is responsible for managing all commercial transactions and all functions associated with the receipt, editing, and entry of all customer purchase orders, credit memos and any other inquiry within an assigned customer set. The Customer Relations Specialist communicates regularly, via phone, fax or email with their assigned accounts while also working with the appropriate internal Upsher-Smith stakeholder to ensure the accurate and timely delivery of customer P.O.'s in conjunction with all applicable service and regulatory expectations. Additionally, this position aids in other department functions such as consumer assistance and handling of returns/shipping claims in coordination with Finance department and Logistics Team. These responsibilities are essential for USL to achieve its revenue performance criteria in conjunction with USL’s regulatory expectations and financial objectives.

Essential Duties

• Understands and executes the customer P.O. process.
• Partners with appropriate USL team members to manage the sale and distribution of Upsher-Smith products.
• Manages all logistical demands that are needed to ensure timely P.O. delivery to specifically assigned customers.
• Monitors orders to meet customer's delivery requirements.
• Effectively resolves customer complaints/inquiries relating to purchase orders, billing, and shipment issues.
• Generates, enters, and processes credit memos for customers, specific to shortage and price discrepancy claims.
• Communicate product availability and/or backorders to both internal/external customers.
• Support/Maintenance of customer portals.
• Authorizes returns caused by a shipping or order entry errors.
• Effectively communicates as necessary with Finance, Sales, Distribution, Contract Administration, and Inventory stakeholders.
• Facilitates customer feedback & information to the appropriate USL Sales stakeholders.
• Maintains compliance with USL Corporate Code of Conduct & all applicable policies & procedures.
• Assists Regulatory Affairs and/or Legal Team with the coordination of suspicious order monitoring (IQVIA System).
• Provides back-up assistance and/or training to the other  Customer Relations Specialists as needed.
• Establishes appropriate customer relationships that are necessary for consistent communication and problem solving to meet USL and customer expectations and performance objectives.
• Partners with  Procurement and other Customer Relations Specialists to effectively execute product allocation in order to maximize service levels while maintaining USL’s expected inventory positions.
• Completes new customer set up in cooperation with appropriate USL stakeholders and processes; maintains customer master file.
• Develops and delivers relevant presentations at team meetings, department meetings, and to management, etc. 
• Receive consumer calls and provide appropriate services:
  • Locating product for consumers at pharmacies
  • Discontinuation concerns
  • Patient Assistance (Rx Outreach)
  • Product Questions
  • Pricing Questions
  • Coverage Concerns
  • NDC changes
  • Product refund concerns and adjudication

Experience Type

• Bachelor’s degree required, majors in Communications, Business, Finance or Physical Sciences strongly preferred.
• 2-4 years managing customer relations, with 5 years of professional office experience and exposure to business operations required.
• In lieu of a Bachelor’s degree, a minimum of 9 years comparable experience required.
• Previous experience with SAP, ValueCentric, Microstrategy strongly preferred.
• Managing claims nice to have.
• Sales experience nice to have.

Compensation Range:

Upsher-Smith Laboratories, LLC is committed to providing equal employment opportunity to all applicants and employees according to all applicable equal opportunity and affirmative action laws, directives and regulations of federal, state and local governing bodies and agencies. In keeping with this commitment, Upsher-Smith Laboratories, LLC will recruit, hire, train and promote persons in all job titles, without regard to race, color, creed, religion, sex (including factors related to pregnancy or child birth), national origin, age, marital status, familial status, disability, sexual orientation, gender identity status with regard to public assistance, employment status, local human rights commission activity, status as a protected veteran, genetic information, atypical hereditary cellular or blood trait, or any other protected category.