Job Number: 8788
Pay Rate: $30.00 - $35.00
The Financial Analyst is ultimately responsible for the accurate and complete investigation and execution of customer claims. Customer claims include shipment errors (i.E. Shortages, overages, damages, mis-picks, mis-ships), pricing related inaccuracies, expired related returns, recalls, failure to supplies and service level failures. Completion of these claims through thorough research will result in maintaining good business relations with our customers. This person will work with other internal shared account stakeholders to ensure optimal customer relationships. The person in this role is one of the account stakeholders and works in conjunction with the account owner as well as the other stakeholders that handle the account. The person residing in this role is the customer lead from the claims perspective and shares the responsibility for maintaining the cohesive customer relationship. This role has regular interactions with the other internal account representatives.
Successfully and accurately negotiate claims to a mutually exclusive position with customers and ensure see through of payment if any amount is owed
Provide dedicated email and phone support within Claims, responding to customer requests and complaints in an expedient and professional manner, with authority to handle or coordinate all inquiries to achieve complete resolution and full customer satisfaction.
Exercise full authority to perform contract review during the claim investigation process, and maintain central customer database.
Have an in-depth understanding of order processing including domestic and international orders, narcotic and non-narcotic orders.
Controlled Substance Class II narcotic claim management
Special processes related to CII related claims
Quality related claim management
Special processes related to Quality related claims
Have an in-depth understanding of all our direct customers and how wholesalers and distributors support our indirect customer base
Work closely with Sales to coordinate resolution of direct and indirect customer issues
Aiding in deduction management (finance)
Meet or exceed internal service level guidelines
Collaborate with Distribution Center on shipment information
Collaborate with contracted returns vendor
Develop a general understanding of the various Lines of business and the products they support.
Seek continuous process improvements to enhance department productivity and customer service performance.
Assist in department filing and clerical support as required.
Perform other duties as assigned.
Strong negotiation and analytical skills
Basic knowledge of SAP, including the ability to enter debits, credits and return authorizations and evaluates inventory status.
5+ years experience in a Customer Service and/or Claim related environment
1-5 years experience in pharmaceutical industry
The ideal candidate will have a working background in the Pharmaceutical industry
Ability to read, comprehend and follow complicated verbal instructions, the ability to communicate clearly and the ability to perform basic arithmetic calculations in order to perform the duties described above
Strong written and verbal communication skills.
Knowledge of customer service etiquette, including a pleasant phone voice and manner.
Demonstrated experience with computers and general office equipment.
Knowledge of and demonstrated intermediate level experience with typical office automation software, such as Microsoft Windows, MS Word, MS Excel, MS Access or other database applications.
Demonstrated ability to prioritize multiple tasks, solve complex problems, drive resolution of problems to meet deadlines, and the ability to pay strict attention to detail.
Ability to remain calm and productive in an often stressful environment and to deal effectively with challenging demands.
Strong interpersonal skills, including the ability to communicate effectively and professionally with customers and all levels of the organization.
Exceptional attendance required to meet ongoing demands of customers and field sales.
Strong situational analysis and independent thinking skills
Strong organizational Skills
Self-initiator; ability to identify and propose department and process evolutions and facilitate necessary activities upon management approval with active guidance
Developing leadership skills
Strong communication skills
Flexibility to work in a team setting or independently, depending on needs of the department
Developing project related skills
Self-starter; ability to propose, facilitate and execute department and process evolutions upon management approval with minimal guidance
Bachelor's degree or equivalent experience.