Account Associate (Customer Service)

Clinigen is a rapidly growing global specialty pharmaceutical and services company with a unique combination of businesses. Our divisions operate in a complex global regulatory environment and ensure that vital medicines are delivered securely on time and wherever they are needed in the world.

We are currently 1000+ people, headquartered in the UK, with global offices in the US, Japan, Asia Pacific, South Africa, and across Europe. Our mission is to deliver the right medicine to the right patient at the right time and to help achieve this, we’re always on the lookout for motivated, ambitious and committed individuals to join our highly successful team.

The Account Executive is the primary point of direct contact and communication with Clinigen’s customers, i.e., hospitals, physicians and pharmacists.  The Account Executive is responsible for servicing customer needs and providing information and education for the range of Clinigen and client products to assigned customer accounts.  Also to ensure all inquiries are processed accurately following set systems and processes.

Requirements

To be successful in this role you should have:

• Associate’s Degree or higher
• Demonstratable experience in a customer service environment
• Inbound response handling and outbound calling capability
• Customer account management skills in a B2B environment
• Ability to develop relationships with customers

Your role at Clinigen:

• Process customer orders accurately for each enquiry through to completion to deliver the right drug, to the right patient, at the right time.
• Make recommendations on improvements and refinements
• Quotations in line with mapped processes for respective regions
• Accurately record and capture all data collected during order processing
• Respond to inbound calls, emails and faxes consistently meeting and maintaining the department KPIs ensuring that response times for customer does not fall outside of SLA
• Resolve customer enquiries with relevant Q&A and options, escalating when out of scope
• Make outbound calls to assigned customers to support tactical projects for GA and MA business units
• Keep all records up to date and in relevant files including Oracle, Cliniport, Exchequer, AX or any other system (CRM or ERP)
• Support the customer account needs and goals in line with the country plan KPIs
• Ensure that complaints are escalated immediately and corrective actions are implemented promptly to ensure customer relationship is maintained

We're excited about you if you have:

• Ability to de-escalate calls in an effective manner
• Build long-term and ongoing external customer relationships through effective communication and interpersonal skills. 
• Self-confident, comfortable working across different departments and time-zones
• Outstanding collaborator and teammate; able to advance shared goals
• Good interpersonal and communication skills to develop effective work relationships at all levels and foster a cooperative work environment
• Highly organised and strong attention to detail, able to prioritise and manage multiple activities at the same time

• Highly computer literate; experience operating with all Microsoft Office software
• Analytical skills with the ability to determine actionable insights from data

Benefits

While at Clinigen, you’ll enjoy:

The culture. Thanks to our diverse opportunities for engagement and involvement, every colleague’s Clinigen experience can be a bit different, and we’re proud of that. We work hard to ensure our company culture is inclusive to people from all backgrounds and social styles.

The transparency with leadership. All colleagues can share anonymous feedback with leadership on a weekly basis through our employee engagement platform. We use this feedback to inform our actions and decisions. We’ve been able to take steps to continuously improve how we do things at Clinigen.

The benefits. We take pride in having a broad range of activities, systems, and programs that provide a competitive benefit offering and build a culture of celebrating success.