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Jobs · Customer Service · Pennsylvania

Specialist, Customer Support

Jubilant Cadista Pharmaceuticals · Yardley, PA · 2 wk ago
Customer ServiceFull-time

Position Summary

Jubilant Cadista Pharmaceuticals is seeking a Customer Support Specialist to lead and advise on customer account management strategies for high-profile and strategic customers. This role serves as a primary escalation point for complex customer inquiries, complaints, and service issues.

Essential Functions

  • Lead and advise on customer account management strategies for high-profile and strategic customers.

  • Serve as a primary escalation point for complex customer inquiries, complaints, and service issues.

  • Proactively monitor customer accounts for potential concerns related to pricing, backorders, shipments, and cancellations.

  • Maintain strong working relationships with customers to ensure positive and consistent service experiences.

  • Supervise and provide guidance to customer service personnel, ensuring service standards and performance expectations are met.

  • Make recommendations to leadership to improve customer service processes, workflows, and system utilization.

  • Support training and development of customer support staff on procedures, systems, and compliance requirements.

  • Oversee end-to-end order management processes, including order entry, tracking, modifications, and issue resolution.

  • Maintain and monitor retail pricing, item blocking, and customer master data in SAP.

  • Act as liaison with Contract, EDI, SAP, and cross-functional teams to support new customer setup and system enhancements.

  • Aid in testing system changes and initiatives to improve order management and customer service performance.

  • Create, analyze, and distribute customer-specific reports related to pricing, backorders, shipments, CUT/cancellation activity, and service metrics.

  • Translate data and trends into actionable insights and recommendations for leadership.

  • Ensure compliance with customer licensing and regulatory requirements, including: Federal DEA, State Boards of Pharmacy, State Controlled Substance, State Medical Device regulations.

  • Monitor documentation accuracy and completeness to support audit readiness.

  • Triage and manage calls related to consumers, healthcare providers, patient assistance programs, and product support inquiries.

  • Participate in product launch planning and support new product launches following FDA approval.

  • Comply with all company policies, procedures, safety regulations, and cGMP requirements.

Experience and Qualifications

  • Education: Bachelor’s degree in business, marketing, data or finance.

  • Industry Experience: Four (4) to Six (6) years of relevant work experience in the generic pharmaceutical industry.

  • Software Experience: Experiencing working with SAP software and similar ERP systems.

Knowledge, Skills and Abilities

  • Computer Skills: Knowledge of computers with proficiency in using MS Office, MS Outlook and business software systems commonly used in the pharmaceutical industry such as SAP, CRM or MRP.

  • Analytical /Problem Solving Skills: Strong strategic management skills and abilities. Ability to develop new ways of administering business and lead unprecedented projects. Ability to summarize detailed data into an actionable recommended for audiences of varying backgrounds.

  • Organization Skills: Ability to manage multiple projects simultaneously, with great attention to detail. Ability to work in a fast paced, results and deadline drive environment.

  • Communication Skills: Skills in writing concise, logical, grammatically correct analytical reports, policies and procedures as well as general office communications. Must demonstrate a collaborative work style, with a strong ability to build relationships, gain credibility and partner with internal customers and co-workers. Strong organizational, communication and project management skills. Ability to deal directly with single issues of the customer’s through connecting with them by email, phone, fax, internet or at times interact with them personally.

  • Customer Relations Skills: Demonstrated skills and abilities in establishing rapport and gaining the trust of others. Ability to establish and maintain cooperative working relationships. Aptitude to organize objectives and delegate responsibilities where applicable.

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