Customer Service Representative

James Green

Pharma Account Specialist

*** ******** ***. - ****** *****, PA 19090

************@*******.*** - 610-***-****

WORK EXPERIENCE

Trade Account Specialist

Teva Pharmacueticals - North Wales, PA - June 2013 to Present

Responsibilities

-Create reports that accurately convey all information required by customers or management on product

availability, invoices, tracking, order trending, etc

-Communicate directly with new and existing customer to ensure best service possible

-Answer calls, faxes and emails from account for order placements, tracking, problem solving and dispute

resolution

-Enter key orders not placed through our electronic order service due to complexity surrounding discounts,

special buys, or regulations

-Act as a liaison between Sales, Distribution, Quality, Marketing, Medical Affairs, Regulatory Affairs, Legal,

Contracting and Finance, and customers to facilitate effective cross functional communication

-Responsible for accurate and complete documentation:

Maintain customer account information to ensure compliance with all requirements

Maintain company records for regulatory compliance

-Process claims:

Refer complaints of product or service failure to appropriate departments for investigation and coordinate

communication back to interested parties

Prepare all associated forms for claims and returns

-Ensure lot level or supply allocation is managed for internal teams or customer requirements

Major Accounts Specialist

Zoetis/Pfizer Animal Health - Exton, PA - January 2012 to May 2013

-Provide exceptional customer service to our Distributor accounts

-Assist customers by processing orders via phone, fax, EDI and electronic mail

-Responsible for ensuring all orders fall within existing pricing, marketing and policy parameters established

by Finance, Sales

and Marketing

-Assist Logistic Centers on functions such as SKU serial lot and location adjustments, out of balance inventory,

special events and other pertinent information. Coordinate shipments and product allocation with Marketing

managers, Finance and Logistic Centers to maximize order fulfillment

-Assist sales and marketing colleagues by providing internal service including literature, promotional and

product orders

-Conduct tracers for lost or late deliveries and engage in problem resolution relative to all customer inquires

-Research and resolve customer account deductions

-Review and process customer requests for authorization to return product according to Pfizer Animal Health’s

return policy

Customer Service Representative

Zoetis/Pfizer Animal Health - Exton, PA - January 2008 to January 2012

-Provide exceptional customer service to our Veterinary accounts while handling 100+ calls per day

-Maintain department standards for average order size and phone statistics

-Alert customers to promotions and use up-sell techniques in order to increase product sales

-Communicate with internal and external customer on a daily basis

-Continue to train on new products and Pfizer procedures

-Maintain internal SharePoint site

-Promoted from Associate Customer Service Representative to Customer Service Representative in August

2010

Project Work (2008-2012)

Pricing Analyst Coverage (September 2010 through Mid January 2011)

-Drafted price memos for marketing promotions

-Assisted in the creation and implementation of these marketing programs based on the opinions and

guidelines provided by key marketing managers

-Calculated and validated product pricing for Cattle, Pork and Animal Genetics business units

-Validated contracts designed for Strategic Accounts

-Maintained and uploaded data found on internal and external websites

-Created Price lists, Buying Groups and Promotions in internal order entry system

Territory Coverage (2010-2011)

-Maintained company-client relationship in a vacant territory by providing assistance to clinics

EDUCATION

Bachelor of Science in Liberal Arts/General Studies

Kutztown University of Pennsylvania

January 2002 to January 2006

LINKS

http://www.linkedin.com/pub/james-green/16/b00/396

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