Hybrid Customer Service Representative III

at Endo

• Job title: Customer Service Representative III
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: High School Diploma
• Location requirements: Hybrid, Webster Groves, United States

About the role

• Customer Service Rep III responsible for customer service excellence, managing orders and queries at Par Health. Requires 3-5 years of customer service experience and proficiency in order management.

Responsibilities

• Handle all incoming calls, faxes, and emails from Customers and Sales Organization as it pertains to order management.
• Maintains knowledge of company products and customer service processes.
• Daily order entry.
• Daily 222 form clearing and accuracy reviews.
• Prepare and process credit and re-bills.
• Provide resolution to ensure that there will not be additional AR discrepancies with Customer.
• Track shipments as requested by Customer and Distributor using carrier web sites.
• Research discrepancies and provide a resolution to eliminate future occurrences.
• Coordinate shipments with freight forwarders: obtain booking details, prepare shipper’s letter of instruction and export documentation.
• Review all requests for return of product and compare to current Returns Goods Policy.
• Process returns in JDE system and obtain necessary approvals from Sales Organization and Management.
• Communicate valid return authorization to Customer, Distributor and Sales Organization.
• Issue credits for product returned in a timely basis.
• Research and confirm all discrepancies and follow through accordingly.
• Work with Product Management and Master Data Department on product inquiries and release dates of product.
• Place outbound phone calls to Customers and Distributors. These outbound Customer calls would primarily consist of follow through as it pertains to all aspects of order management.
• Work with IT to enhance order related systems.
• Work closely with Credit & Collections, to ensure timely shipment of orders.
• Coordinate with Product Managers the timely release of all manual allocations.
• Ensure optimal service to all of our Customers and Distributors while maintaining corporate profitability and efficiency.

Requirements

• High School Diploma
• 3-5 years of customer service experience
• 1-3 years of international customer service experience preferred
• Experience with controlled substance order process is a plus
• Bilingual in Spanish is preferred

Benefits

• Health insurance
• Paid time off