Customer Account Representative - Order Processing, Vaccines

Job Title: Customer Account Representative - Order Processing, Vaccines                                     

Department: Customer Service

Location: Remote

Our organization in North America is growing fast, and we're always looking for talented professionals to join our Commerical Operations team.

About the Job:

The Order Processing Representative’s (OPR) main function is to provide customer service to our Wholesaler/Distributor channel, Strategic Accounts, CDC, Serialization, entering all faxed orders, mailed orders and orders placed via EDI.  They are responsible for ad hoc projects with Product Marketing. Provide accounts with product information, product pricing, and dating shipping information for inbound and outbound call requests.  Assist all internal and external customers in serving the customer to ensure excellent customer service. Responsible for any special projects assigned by the CS Manager.

We are an innovative global healthcare company that helps the world stay ahead of infectious diseases by delivering more than 500 million vaccine doses a year. Across different countries, our talented teams are exploring new technologies to protect people and promote healthy communities. We chase the miracles of science every single day, pursuing progress to make a real impact on millions of patients around the world.

Why Join Our Team? 

• Our Commercial Operations team aims for excellence. We offer a diverse and dynamic environment that’s growing at pace. Over the next two years, we aim at growing our US business by $ 1 billion.

• You will also be part of something much bigger. We provide opportunities for learning, growing, job moves and a diversified, fulfilling career in the US or worldwide.

Connect With Us If You Are… 

• An expert in customer services and/or experience processes looking to share your knowledge.

• A professional who thrives in a dynamic environment, where you can develop your talent and realize ideas and innovations within a dynamic team of experts.

• An agent for change, looking to develop new ways of working and driving company performance through continuous improvement that increases the company’s working capital.

• A person eager to be part of our transformation to make Sanofi best in class, while contributing to the company’s results so they can be reinvested to support our purpose: We chase the miracles of science to improve people’s lives.

Key Accountabilities:

• Work with an internal team to collaborate on and work through customer issues, product marketing/inventory/finance/sales requests.

• Entering all mailed, faxed, and EDI orders.

• Process all faxed, mailed and EDI orders within 24-48 hours of receipt depending on workload volume.

• The OPR will also act as a backup to entering and maintaining CDC account orders.

• Order maintenance includes entering/tracking orders, shipping information (tracking, too long in transit, returns), and touchpoints with the customer to verify shipping information, pricing, dating.

• Work with internal departments for Patient Assistance Program credits and questions.

• Serialization: track, update and fulfill requests for data.

Job Requirements:

• Fluency in English language, written and verbal 

• Attention to detail

• Team Player

• Good business acumen (advantageous) 

• Strong problem solving, deductive and analytical skills (essential) 

• Hands-on experience of SAP (essential)

• Knowledge of Microsoft Office and expertise of MS Excel (essential) 

• Relationship building with external customers (essential)

• Ability to interact with internal clients in a professional manner (essential) 

• Well-inclined towards change and has the ability to work under pressure with patience and empathy (essential)

• Sense of urgency and ability to produce in high pressure situations (essential)

• Team player, able to work collaboratively transversally and with front line teams with an end-to-end mindset (essential) 

• Is self-motivated, well organized, hard-working, detail-minded, clear thinker, quick learner

• Excellent communication skills (essential)

Preferred:

• Degree preferred