Valeant Pharmaceuticals

Customer Service Representative

US-CA-Irvine
Job ID
6762
Pos. Category
Customer Service
Pos. Type
Full Time

Overview

Valeant Pharmaceuticals International, Inc. is a diverse and decentralized pharmaceutical company that is committed to focusing on our key stakeholders while delivering consistently high performance.  Our values provide the overall direction for our company, and provide us with the tools necessary to rise to any challenge by leveraging our collective hard work and effort along with our unwavering competitive spirit.  These values help us set goals based on our organization’s potential and what we hope it will become.

 

The Customer Service Representative responsibility is to answer incoming phone calls and respond to email inquiries from customers, sales force and consumers.  Ensure a high level of customer satisfaction by using effective communication in a pleasant and professional manner.  Responsible for communicating information regarding Obagi  products, sales promotions and programs, and company policies to physicians and consumers.  Interact routinely with Valeant’s wholesale distributor and other departments within Valeant to resolve customer inquiries or concerns.  Responsible for providing support to sales force and marketing departments as required.  Responsible for coordinating shipment and tracking of product samples to sales force.  Responsible for processing daily requests for product samples and product replacement requests to physicians.  Must be able to multitask, work in a fast pace environment, creative thinker, team player, and problem solver. 

Responsibilities

  • Respond and resolve all customer inquiries received via telephone, email, mail, and fax, including, but not limited to product information and sample requests; ordering process, account information; new account applications; product availability; product quality and medical complaints; promotions and events; coordinates with various functions within the company to ensure customer requests are handled appropriately and in a timely manner, while providing the highest level of service.
  • Respond and resolve all consumer inquiries received via telephone, email, mail, and fax, including, but not limited to product information, product availability; product quality and medical complaints; where to purchase, online sales policy; coordinates with various functions within the company to ensure consumer requests are handled appropriately and in a timely manner, while providing the highest level of service.
  • Responsible for accurately processing all sample product requests for Obagi prescription products, verifying physician eligibility via MedPro, and for sending sample acknowledgement forms to physicians.  Organize and file all sample request documents; maintain for audit.   
  • Responsible for accurately compiling all product replacement requests, verifying customer eligibility based on sales history, and providing status updates to sales force or physicians as needed. 
  • Process quarterly product sample allotments for Obagi sales force; provide accurate product shipment detail and tracking information.
  • Working knowledge and understanding of company sales policies and sales promotions to accurately verify and approve promotional orders according to the policies. 
  • Communicate Obagi product return policy to physicians and sales force; compile, submit for approval, and track return exception requests.  Communicate the status to sales management, sales force, and physician account as needed. 
  • Coordinate with Valeant Consumer Affairs and Medical Affairs to resolve customer and consumer concerns regarding product quality complaints, medical inquiries, and Adverse Events.
  • Process requests from customers and sales force to update physician practice information on Obagi’s online Physician Locator tool; coordinate weekly updates with sales operations.
  • Perform support functions and other duties and responsibilities as assigned.        

Qualifications

  • Knowledge:  Complete understanding of customer service operations.   Intermediate knowledge Microsoft Word and Excel
  • Education:  College degree preferred. Minimum of 2 years customer service experience required.
  • Experience:  Requires knowledge of all customer service areas, with special emphasis on handling customer calls.  Must have data entry experience.  Must be able to interact well with Customer Service Manager, Outside and Inside Sales force, Marketing, and other departments within the company.

Be Aware of Recruiting Fraud

Job Applicants should be aware of job offer scams perpetrated through the use of the Internet and social media platforms.

 

To learn more please read Valeant’s Job Offer Fraud Statement.

 

 

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