Customer Service Representative
Clinigen is a globally recognized specialty pharmaceutical services organization with a strong commitment to enhancing patient access to essential medicines. We are seeking a highly skilled and motivated Account Executive (Customer Service) for Malaysia to join our growing team. In this role, you need to work closely and constructively with the Customer Service, Warehouse, Quality and Finance staff, to deliver consistently high standards of service to our customers.
Account Executive (Customer Service) based in Malaysia required to understand and work within Good Distribution Practice (GDP) requirements and compliance with local regulatory bodies (such as Therapeutic Goods Administration).
Key Responsibilities:
Customer Service
- Receive and process all incoming telephone, email, fax & mail orders in a timely manner
- Source information on products and provide quotes to customers
- Provide support to the CTS & MAPs team
- Ensure ClinigenDirect orders & enquiries are processed in a timely manner
- Respond to customer enquiries regarding orders, service needs, product complaints, customer accounts, deliveries and back orders or direct enquiry to the appropriate person
- Take responsibility for maintaining high standards of accuracy for dispatched orders
- Ensure customer delivery expectations are met
- Resolve simple customer problems and analyse customer service needs for communication to the Customer Services Manager
- Escalate customer complaints or issues where necessary to the Customer Services Manager or Country Manager for immediate action
- Provide support to the sales team by handling customer enquiries to a high standard and taking necessary corrective action to satisfy customers and ensure accuracy of accounts
- Refer customer issues to sales team for follow up where appropriate
- Liaise with Warehouse, Finance and QA staff as required to provide support in relation to compliance standards, accurate inventory and stock take activities
Administration
- Ensure filing and documentation is up-to-date and is compliant with standard operating procedures and work instructions
- Complete required reports within designated timeframes (e.g. Back Order Reports)
- Participate in meetings as needed
- Liaise with management and staff to ensure projects are conducted efficiently
- Communicate with staff & management using proper channels
- Master computer skills and required software programs
Knowledge and Compliance
- Maintain a current and comprehensive knowledge of relevant Link Healthcare, competitors, and general products
- Carry out your duties in adherence to GDP regulations
- Contributes to a Quality-focused mindset; Quality is everyone’s responsibility.
- Ensure every team member has the opportunity to work in a safe and health work environment.
- Attend relevant industry conferences to expand knowledge of relevant therapeutic areas as required
- Understand the issues affecting the customers who prescribe our products and patients who use them
- Promptly notify Link Healthcare’s pharmacovigilance unit of all adverse reactions reported on the company’s products
- Maintains up-to-date knowledge of industry trends, cutting-edge practices and techniques, current publications, regulations, etc
- Always maintain up-to-date knowledge of Link Healthcare’s standard operating procedures and policies and ensure compliance
- Ensure your Company related activities comply with relevant Acts, legal demands, and ethical standards
Requirements
- Demonstrated experience in a customer services role
- Experience in healthcare or pharmaceutical industries advantageous
- Exceptional communication skills, both verbal and written
- Strong time management skills, with the ability to prioritize and re-prioritize work accordingly
- Excellent attention to detail
- Competent computing skills, specifically utilizing emails and databases
- Service orientated, team-focused approach to work
We offer a competitive salary and benefits package in recognition of your contributions to our mission. If you are enthusiastic about making a tangible impact in healthcare and meet the qualifications outlined above, we invite you to apply for this exciting opportunity.
Benefits
- In return for your valuable contributions and commitment to our organization, we are pleased to offer you an attractive and comprehensive benefits package that includes:
- A competitive monthly salary that reflects your experience, skills, and the industry standards, ensuring that you are fairly compensated for your hard work and dedication.
- A performance bonus designed to reward exceptional performance and achievements, providing you with additional financial incentives as you excel in your role.
- Generous annual leave of 20 days, allowing you the opportunity to take time off for rest, relaxation, and personal pursuits, promoting a healthy work-life balance.
- Ongoing professional development opportunities, including training programs, workshops, and access to resources that will help you enhance your skills and advance your career within our organization.