Customer Experience Expert - Parsippany, NJ

Who we are

Together, we’re on a mission to make good health more affordable and accessible, to help millions around the world enjoy healthier lives. It’s a mission that bonds our people across nearly 60 countries and a rich, diverse variety of nationalities and backgrounds. Working here means working with the world’s leading manufacturer of generic medicines, and the proud producer of many of the products on the World Health Organization’s Essential Medicines List. Today, at least 200 million people around the world take one of our medicines every single day. An amazing number, but we’re always looking for new ways to continue making a difference, and new people to make a difference with.

The opportunity

 

The Customer Experience Expert is the point of contact in the Teva api US sales office regarding technical support & customer service issues. In addition to the below responsibilities, this position will also provide service to customers, striving for complete, accurate, and fast replies.

 

KEY RESPONSIBILITIES

 

• Building trustworthy relationships with customers, considering the various cultural backgrounds.
• Streamlining and following all processes in order to obtain an optimal support/service.
• Coordinating and participating TCs with customers.
• Weekly follow up meeting with Account Sales Manager  to promote long pending issues. 
• Dealing with complicated issues such as complaints, long pending requests, sensitive customers etc.
• Responsible for filter in and submitting of technical requests. 
• Filter in of technical requests under his ownership to ensure qualitative service provided to the customers in a timely manner
• Coordinate between the BUs and AMs/ customers on technical requests on a weekly/ daily basis.
• Filter out and response to customers on SR under ownership to ensure qualitative service provided to the customers.
• Close follow-up on pending service requests, in order to get a complete and accurate answer.
• Coordinate between the BUs and customers on technical requests on a daily basis.
• Back up of other team members according to predefined decision. 
• Initiation of new high level ideas to be used as a service/ marketing tool to further improve the service and create an ongoing service discussion with customers and AMs.
• Responsible for sending customer notifications.
   

Your experience and qualifications

 

Required Qualifications:

 

• Bachelors degree, preferably in life sciences, chemistry, biology or other relevant field 
• At least 2 years of professional experience in Customer Experience, Quality assurance, Quality control and/or Regulatory affairs, preferably in the pharmaceutical/healthcare industry
• MS office skills
• Within commuting distance to Parsippany, NJ
• Comfortable working in a hybrid work setting

SKILLS/QUALIFICATIONS: 

 

• Highly motivated
• Customer focused
• Proactively thinking
• Analytical thinking
• A team player 
• Influencing without authority
• Problem Solving
• Judgment and decision making
• Attentiveness
• Good Communication skills
• Time Management- Job Task Planning and Organizing
• Goal Oriented Focus
• Willingness to Learn  

JOB CONDITIONS: 

 

• Able to work in a changing and flexible environment
• Should be able to handle stress and job pressure
• Ability to work independently 
   

Enjoy a more rewarding choice

 

We offer a competitive benefits package, including Medical, Dental, Vision, and Prescription coverage starting on the first day. We also offer Disability and Life Insurance, Paid Time Off, 13 paid Holidays, 6% match on the 401(k), Employee Stock Purchase Plan, and Tuition Assistance.
 

Already Working @TEVA?

If you are a current Teva employee, please apply using the internal career site available on "Employee Central". By doing so, your application will be treated with priority. You will also be able to see opportunities that are open exclusively to Teva employees. Use the following link to search and apply: Internal Career Site

The internal career site is available from your home network as well. If you have trouble accessing your EC account, please contact your local HR/IT partner.

Teva’s Equal Employment Opportunity Commitment

Teva Pharmaceuticals is committed to equal opportunity in employment. It is Teva's global policy that equal employment opportunity be provided without regard to age, race, creed, color, religion, sex, disability, pregnancy, me