Trade Operations Service Specialist

Job Description

SummaryThe Trade Operations Service Specialist reports to the Sr. Manager, Distribution Channels Management, and will support a variety of Operations functions. Including order monitoring, invoice tracking, reporting trends, serve as a primary point-of-contact for customer service requests, return replacement program processing, and departmental communications.
Responsibilities
• Maintain a positive and professional attitude toward customers at all times. Provide accurate, valid and complete information by using the right methods/tools. Ensure customer satisfaction and provide professional customer support.
• Promptly acknowledging and resolve customer inquiries. Phone, email and mail outreach will be required. Keep records of customer interactions, transactions, comments and complaints. Provide feedback on the efficiency of the customer service process.
• Direct outreach to customers related to HCP and Trade return replacement requests, product inquiries and/or complaints, and serialization verification o Phone, email and mail outreach will be required inquires o Timely response to inquiries from customers as well as internal stakeholders monitoring, logging and escalating return replacement requests per policies o Product Return/Replacement Program system maintenance and enhancements: identify areas for improvement and adjustment to system and process
• Acquire an understanding of Regeneron products and functional areas so that you can answer questions or triage to appropriate contacts. Communicating and coordinating with colleagues as necessary.
• Weekly outbound order tracking & invoice reconciliation, in conjunction with Accounts Payable & Trade Contracts team
• Create work step instructions for team procedures as needed
• Group mailbox management
• Receive, process, log and fulfill product copay program requests. Develop and maintain master customer database of specialty pharmacies, includes integrating into corporate data warehouse and CRM systems as appropriate
• Assist in creation of various program reporting & metrics
• Liaise with Medical Affairs, Marketing, Manufacturing, Legal, Regulatory and other stakeholders as necessary to address customer inquiries
• Other duties as assigned
Requirements
• Requires a friendly and professional team player, with excellent written and verbal communication skills.
• Some Project Management experience preferred
• Must have the ability to listen and communicate to a wide variety of scientific and commercially oriented individuals.
• Candidate must be very detail-oriented with strong organizational skills.
• Candidate must be able to manage high volume workloads and changing priorities.
• Candidate must be self-assured, tactful and supportive as well as self-directed and motivated with sound judgment.
• A technical skill set including highly proficient in Microsoft Office and Excel and proficiency in SharePoint document management and Outlook Group Mailbox management is required.
• Bachelor’s degree from an accredited college or university preferred
• At least 3-4 years of related or comparable experience
Does this sound like you? Apply now to take your first steps toward living the Regeneron Way! We have an inclusive and diverse culture that provides amazing benefits including health and wellness programs, fitness centers and stock for employees at all levels!
Regeneron is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion or belief (or lack thereof), sex, nationality, national or ethnic origin, civil status, age, citizenship status, membership of the Traveler community, sexual orientation, disability, genetic information, familial status, marital or registered civil partnership status, pregnancy or maternity status, gender identity, gender reassignment, military or veteran status, or any other protected characteristic in accordance with applicable laws and regulations. We will ensure that individuals with disabilities are provided reasonable accommodations to participate in the job application process. Please contact us to discuss any accommodations you think you may need.
-