Customer Service Representative

Fidia Pharma USA Inc. is a wholly owned subsidiary of Italian pharmaceutical manufacturer Fidia Farmaceutici S.p.A., an established leader in the hyaluronic acid (HA) market segment. Fidia Pharma USA is focused on continually expanding Fidia’s position in the U.S. by growing the company business and image of global leader in HA research, while upholding the company's mission to provide consumers with innovative products that offer quality, safety, and performance. Drawing on the strengths of the parent company, the Fidia Pharma USA current product portfolio focuses primarily on therapeutic areas such as joint healthcare, women’s health, and Ortho biologics.

Primary Role:

Provides support to Fidia customers and field sales team as a primary point of contact for orders processing activities, questions, and resolutions. Interacts regularly with 3PL partner to ensure seamless transition of pricing and customer information to facilitate a high level of customer satisfaction.

Primary Responsibilities:

· Primary point of contact for Fidia Field Sales on customer-related questions.

· Provides outstanding Customer Service support for orders, shipments, pricing, etc. to Fidia customers and distribution partners.

· Provide support for pricing renewals and adjustments, including communication to the field and communication with 3PL and related distribution partners on additions, extensions, expirations, and other pricing changes.

· Liaison between Fidia Customer Service and our 3PL partner.

· Perform credit check and documentation process along with Fidia Finance team.

· Timely and thorough investigation of customer order related issues, escalating as appropriate and necessary.

· Provide assistance to field sales organization as needed to effectively foster customer relationships and ensure efficient processing of information, orders, tracking, and other customer related items.

· Interact with distribution and wholesaler partners on customer order and pricing related items.

· Handle complex situations and customer interactions and issues to ensure satisfactory outcomes.

· Ad-hoc project as required.

Required Knowledge, Skills, and Abilities:

· Must be able to communicate effectively via phone, MS Teams, in person and through written correspondence and email.

· Ability to handle multiple tasks.

· Strong verbal and written communication skills.

· Excellent organizational and time management skills.

· Proficient PC skills, specifically Microsoft Office (Outlook, Word, Excel, PowerPoint).

· Ability to facilitate resolution of customer issues in a positive and effective manner.

Education and Experience:

· Bachelor’s degree preferred

· Initiative, adaptability, and overall flexibility with change

· Exceptional prioritization, multi-tasking, follow-up, and time management skills

· Ability to work effectively in a fast paced, time-sensitive, and high-volume environment.

The above reflects the essential functions for this position but does not restrict the tasks that may be assigned.

Fidia Pharma USA is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances.

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Referral program
• Vision insurance

Shift:

• Day shift

Weekly day range:

• Monday to Friday

Work setting:

• In-person

Ability to Relocate:

• Florham Park, NJ: Relocate before starting work (Required)

Work Location: In person