Customer Service Representative Job at Reese Pharmaceutical Company in Cleveland

Reports to: Director of Operations

Department: Frank Ave Corp Office

FLSA: Exempt

About Us:

Reese Pharmaceutical Company is a privately held manufacturer of OTC branded and private label products selling to national and regional chains, food and grocery stores, drug wholesalers, co-ops and independent pharmacies. Throughout the years, Reese Pharmaceutical Company has developed nationally recognized products.

Since our small beginning back in 1907, Reese Pharmaceutical Company has continued to grow and thrive and is now a 4th generation, family-run business. We supply the pharmaceutical industry, and ultimately, the consuming public, with high quality, unique medications that are stronger and more effective than either the name brands or their generic equivalents as well as equivalents to the name brands. We have expanded our production capabilities by adding more equipment to our facilities in order to keep up with our growing range of OTC and Healthcare products.

Position Summary:

The Customer Service Representative is responsible for serving customers and consumers by providing product and service information, resolving product and service issues, and providing and processing information in response to inquiries, concerns, and requests. This position will work with Production, Operations, Quality, Sales and Marketing to improve service levels wherever possible.

JOB FUNCTIONS: (Job functions include but are not limited to the following)

• Respond to incoming calls from our consumer on issues related to product contents, manufacturing, and other queries.
• Delivering exceptional customer service and adapt to the needs of individual customers and consumers.
• Process incoming customer orders received through portal, email, fax, and other means of communication.
• Providing customers with educational support and product information.
• Researching and handle complex issues pertaining to customer queries and concerns.
• Working collaboratively with sales and production representatives to ensure customer satisfaction.
• Establish and maintain strong relationships with customers in key accounts
• Collaborate with quality to log non-conforming or non-compliant queries.
• Data-entry using company processes and system to log orders, customer complaints/concerns, return material authorizations (RMA’s).
• Maintains knowledge base containing consumer FAQ’s and customer compliance requirements FAQ’s.
• Process open order reports and communicates information between customer and production.
• Manage customer portals to update order information and provide reports based on customer expectations.
• Inform quality and production of recurring customer and consumer complaints, concerns or queries to ensure timely and effective resolutions.
• Collaborate on new item setup, to ensure all new customer requirements and specifications are met.
• Coordinate with shipping and receiving on order shipments, to appropriately communicate transit times and issues.
• Manage and act as liaison for commercial brand accounts.
• Assist with A/R collections process.
• Provides timely resolution of customer complaints, concerns, and inquiries.
• Builds effective relationships and trust with customers and potential customers by listening to their needs and educating them about the bank products and services that are most appropriate to their situation.
• Other duties as assigned by management.

EDUCATION/ KNOWLEDGE/ SKILLS:

• High school diploma or equivalent. Bachelor’s degree is preferred.
• 2-5 years’ experience in customer engagement and management.
• Ability to perform basic arithmetic.
• Familiar with CGMP compliance standards.
• Excellent written and verbal communication skills.
• Ability to work on complex projects with general direction and minimal guidance.
• Ability to understand and follow written and verbal instructions.
• Ability to understand any and all safety requirements and cautions.

PHYSICAL DEMANDS:

• Frequently sitting or standing for extended periods of time up to 8-hours.
• Occasional bending, squatting, climbing, kneeling, and twisting required.
• Occasional Lifting up to 25 lbs.
• Reading computer screen or other electronic devices.
• Use of various office equipment.

SCHEDULE DEMANDS:

General schedule: This position is performed in an office and production facility setting, up to six days a week with typical work hours being 8:00 a. m. – 4:30 p.m. Monday - Friday however, employee must be willing to work a flexible schedule including days that may include early mornings, evenings, and/or weekends and be punctual while doing so.

Reese Pharmaceutical is an Equal Opportunity Employer. All candidates will be evaluated on the basis of their qualifications for the job in question. We do not base our employment decision on an employee's or applicant's race, color, religion, age, gender or sex (including pregnancy), national origin, ancestry, marital status, sexual orientation, gender identity, genetic identity, genetic information, disability, veteran/military status or any other basis prohibited by local, state, or federal law. Click here to view the Poster, EEO is the Law.