Address
Form of workWho 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 Service Sr. Specialist is responsible for triaging and managing calls for consumers, healthcare providers, Patient Assistance and other product support programs. The incumbent is responsible for manual order entry and processing, as well as coordinating the registration of all products in Puerto Rico. The incumbent will communicate effectively information related to product availability, and compile reports to support internal dissemination of that detail. Strong interpersonal skills are required, along with the ability to work under minimal supervision and in accordance with established procedures and regulatory requirements.
Your experience and qualifications
Education Required:
HS Diploma or GED required
Education Preferred:
Bachelor's Degree preferred
Experience Required:
Experience Preferred:
Licenses, Certifications needed:
Job-Specific Competencies
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, medical condition, sexual orientation, gender identity or expression, ancestry, veteran status, national or ethnic origin or any other legally recognized status entitled to protection under applicable laws. We are committed to a diverse and inclusive workplace for all. If you are contacted for a job opportunity, please advise us of any accommodations needed to support you throughout the recruitment and selection process. All accommodation information provided will be treated as confidential and used only for the purpose of providing an accessible candidate experience.
Important notice to Employment Agencies - Please Read Carefully
Teva Pharmaceuticals USA does not accept unsolicited assistance from agencies for employment opportunities. All CVs / resumes submitted by search firms to any employee at our company without a valid written search agreement in place for this position will be deemed the sole property of our company. No fee will be paid in the event a candidate is hired by our company as a result of an agency referral where no pre-existing agreement is in place. Where agency agreements are in place, introductions are position specific. Please, no phone calls or emails.
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 Service Sr. Specialist is responsible for triaging and managing calls for consumers, healthcare providers, Patient Assistance and other product support programs. The incumbent is responsible for manual order entry and processing, as well as coordinating the registration of all products in Puerto Rico. The incumbent will communicate effectively information related to product availability, and compile reports to support internal dissemination of that detail. Strong interpersonal skills are required, along with the ability to work under minimal supervision and in accordance with established procedures and regulatory requirements.
- Answer phone calls, e-mails, faxes, and letters made to Teva Customer Service.
- Provide information regarding all product and shipment inquiries, and route contacts to appropriate departments when required.
- Register new products and keep existing product registrations updated in Puerto Rico
- Obtain FDA Approval Letters and register new products within 2 weeks of receiving FDA Final Approval.
- Contact different manufacturing facilities to obtain labeling materials for registration
- Update registrations when there are label changes to already registered products
- Maintain Excel Item Master list of registration status of all products
- Maintain archive of all FDA Approval Letters and labeling materials for registrations
- Ship FDA Approval Letters and labeling materials to Teva contact in Puerto Rico for registrations
- Archive proof of registrations
- Provide weekly, monthly and ad-hoc registration reports
- Order Management:
- Enter and process manual orders
- Perform lot level allocation of specific items based on customer direction
- Track shipments
- Compile and distribute Non-Trade Back Order Report on a weekly basis
- Research Product availability and missing documents
- Process Emergency-Use orders
Your experience and qualifications
Education Required:
HS Diploma or GED required
Education Preferred:
Bachelor's Degree preferred
Experience Required:
- 3+ years corporate Customer Service/call center experience
- Experience answering and assigning a large volume of phone calls in a call center environment.
Experience Preferred:
- Experience in Customer Relations Management, Planning, Distribution and Logistics, and Sales
- Specialized or Technical Knowledge
Licenses, Certifications needed:
- Strong Knowledge of Microsoft Office 365
- Strong knowledge SAP Order Management
- Functional Knowledge:
- Company/Industry Related Knowledge: Understanding of generic pharmaceutical industry preferred
Job-Specific Competencies
- Establishes and maintains effective relationships with customers and gains their trust and respect
- Drives to secure best in class service
- Actively seeks and includes customer feedback and perspective in our thinking and approaches
- Demonstrates good written and oral communication skills as well as the ability to present ideas articulately
- Develops clear, concise reports and recommendations with minimal guidance
- Follows up with internal and external customers to ensure action is taken on recommendations and opportunities
- Presents technical information in a clear, understandable manner
- Listens effectively and understands customer needs
- Recognizes and diagnoses problems quickly and identifies appropriate solutions.
- Involves others in diagnosing organizational needs and designing solutions.
- Makes informed, rational decisions and recommendations and takes accountability for them
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, medical condition, sexual orientation, gender identity or expression, ancestry, veteran status, national or ethnic origin or any other legally recognized status entitled to protection under applicable laws. We are committed to a diverse and inclusive workplace for all. If you are contacted for a job opportunity, please advise us of any accommodations needed to support you throughout the recruitment and selection process. All accommodation information provided will be treated as confidential and used only for the purpose of providing an accessible candidate experience.
Important notice to Employment Agencies - Please Read Carefully
Teva Pharmaceuticals USA does not accept unsolicited assistance from agencies for employment opportunities. All CVs / resumes submitted by search firms to any employee at our company without a valid written search agreement in place for this position will be deemed the sole property of our company. No fee will be paid in the event a candidate is hired by our company as a result of an agency referral where no pre-existing agreement is in place. Where agency agreements are in place, introductions are position specific. Please, no phone calls or emails.
