Customer Experience Expert - Parsippany, NJ

Who we are

 

TAPI is the leading international supplier of active pharmaceutical ingredients (APIs). With the industry's broadest portfolio including over 350 API products. We are the go-to global supplier for APIs, supporting 80% of top 50 global pharmaceutical companies. We are proud of our reliable history in the generic API industry dating back over 80 years, and the fact we are considered to be one of the most trusted API suppliers, these enable TAPI to lead the industry, based on our experience, expertise, technologies, and exceptional customer service.
Our employees are at the core of our success.  Our Headquartered is in Israel, TAPI employs more than 4,000 professionals at 14  sites worldwide. Our state-of-the-art production facilities are located in Italy, Hungary, the Czech Republic, Croatia, Israel, Mexico and India. Our significant ongoing investment in R&D generates a steady flow of APIs, enabling timely introduction of new products to market.
 

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.

 

This is a hybrid position. The selected candidate will work 3 days in the Parsippany office and 2 days in a remote setting.

Your experience and qualifications

 

Required Qualifications:

 

• Bachelors degree
• At least 5 years of professional experience in Customer Experience, Quality assurance, Quality control and/or Regulatory affairs, within the pharmaceutical/healthcare industry
• MS office skills
• Within commuting distance to Parsippany, NJ
• Comfortable working in a hybrid work setting

 

Preferred Qualifications:

 

• Bachelors degree in life sciences, chemistry, biology or other relevant field 

 

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: