Customer Relations & Patient Services Coordinator

Chiesi USA

Chiesi USA is a specialty pharmaceutical company focused on developing and promoting products for the hospital, adjacent specialty and rare disease markets. We are a B Corp™ and Benefit company awarded Top Employer status for six consecutive years and certified as a Great Place to Work. 
At Chiesi, we share an entrepreneurial spirit and act as a force for good, pursuing high social and environmental standards, to ensure the wellbeing of our people, patients, and communities. We offer a work environment where professionals have the opportunity to build a purposeful career focused on helping others while achieving a fulfilling work-life balance, meeting exciting challenges, and engaging in important and rewarding work.

Purpose

Responsible for the timely and accurate processing of customer inquiries including order placement, fulfillment and shipping, and returns processing, as well as assisting in the reconciliation of customer accounts as it relates to returns credit disputes, shortages, and, damages. Other Responsibilities may include assisting with various patient services and specialty pharmacy projects, data requests, and reports as assigned.

Main Responsibilities

Primary responsibilities for Supplier and Trade Coordination include:

• Respond to incoming customer inquiries in a timely and professional manner
• Process and ship all incoming customer orders to wholesalers, hospitals, and sample and grant programs 
• Review, process, and reconcile all customer returns
• Research any customer disputes on shortages, damages, overages, and returns
• Work w/ 3rd Party Logistics provider on order fulfillment, shipping and tracking, and customer disputes
• Work w/ 3rd Party Returns Processors on timely return of product, processing of returns, and portal updates
• Work with supervisor to generate weekly and monthly sales reporting, and all relevant quarter and year-end schedules

Additional duties for Patient Services may include:

• Work with Manager of Patient Services and Specialty Pharmacy Accounts to handle:
  • Reporting needs
  • Upload and validation process of quarterly access pharmacy data files
  • Various projects as assigned 

Experience Required

• Minimum 2 years’ experience in Customer Relations with pharma experience preferred
• Experience with SAP software and EDI a plus
• Experience in QlikView a plus
• Proficient MS Office software skills including MS Word and Excel
• Ability to work independently
• Strong interpersonal skills to build strong working relationships with customers
• Strong strategic thinking and problem-solving skills
• High ethical standards and integrity are essential
• Excellent interpersonal skills 

Education

Bachelor’s degree or equivalent combination of education and experience

Chiesi USA is an equal opportunity employer committed to hiring a diverse work force at all levels of our business.  All qualified applicants receive consideration for employment without regard to race, national origin, age, sex, religion, disability, sexual orientation, marital status, veteran status, gender identity or expression or any other basis protected by local, state or federal law. This policy applies with regard to all aspects of one’s employment, including hiring, transfer, promotion, compensation, eligibility for benefits and termination.