Do you want to join an international team working to improve the future of healthcare? Do you want to improve the lives of millions of people?
Grifols is a global healthcare company which, since its foundation in Barcelona in 1909, has been working to improve the health and well-being of people all over the world. Our four divisions - Bioscience, Diagnostic, Hospital and Bio Supplies - develop, produce and market innovative medicines, solutions and services in more than 100 countries and regions.
Responsible for timely, consistent communication internally and to customers ensuring organization service level requirements are met. Incumbent analyzes product inventory to ensure on-time delivery to preserve potency and temperature storage requirements.
Coordinates product movement and placement throughout the distribution network to avoid stock-outs, or unnecessary stockpiles. Requires advance planning and constant monitoring of weather conditions for air and ground traffic concerns to ensure timely delivery of temperature sensitive products. The incumbent must maintain a high level of customer service as you will be interacting with similar positions within our entire base of clients.
This position connects with all Grifols operational areas including sales, marketing, materials management, finance, shipping and supply chain. Front-line decision-making skills are necessary to provide support for all inquiries and challenges direct from customers, sales force, marketing and in-house personnel in a manner that promotes favorable customer relations. Must perform without supervision all functions that require the expertise for complex and diverse duties with peer team members.
The Business Analyst Sales reacts promptly and productively to all internal and external requests for any Grifols related issues. Incumbent must participate in all special projects that are required by the manager.
Primary Responsibilities for role:
Proficient in all aspects of order to cash processes using SAP including domestic order processing, backorders, product withdrawal/recalls, inventory management and shipment delivery confirmation.
Respond to customer requests timely while being courteous and respectful when confirming and resolving inquiries to resolution.
Acting independently, provide solutions to issues that impact day to day activities. Solutions require knowledge of product availability, dating of available inventory, product release schedules, market trends and lot potency.
Responsible for maintaining communications with customers relating to informational requirements needed for product forecasts, implications of potential resource capacity constraints or other issues that affect timelines for shipment of product.
Continually monitor inventory activity to ensure the most effective distribution of limited quantities of product, making sure that quantities support projected sales volumes and at the same time provide adequate inventory levels to support business objectives.
Monitor processes to identify opportunities for continuous improvement taking into consideration customers' needs and concerns.
Perform ad-hoc customer documentation requests including but not limited to resending copies of invoices, packing slips and past product ordering history.
Must be available to coordinate and assist with emergency shipments that occur after hours and/or weekends and holidays. Interacts with Grifols internal stakeholders including sales, marketing, materials management, finance, shipping and supply chain to assist with shipment/distribution of products.
Provide solutions and direction for all inquiries and challenges received from customers, marketing and internal personnel in a manner that promotes favorable customer relations. Accurately edit EDI, written and verbal orders for correct material codes, batch numbers, descriptions, sizes, potencies, special billing/shipping instructions and other special requests from customers. Provide follow-up and solutions to customers, both internal and external, regarding order status, product availability, pricing, terms, shipping information, damage/lost shipments and product information in a knowledgeable and professional manner.
Participate in marketing initiatives, customer notification and special projects as required by the manager. Interacts with entire sales team from Directors to support staff.
Knowledge, Skills, & Abilities:
Applicant should have a proven work history in customer service, preferably working directly with customers in high volume. This position requires the ability to work independently and within a team setting and be able to provide practical and creative solutions to customer problems while maintaining sound judgment and compliance.
An applicant must adhere to all industry compliance requirements as provided by management. Excellent communication and interpersonal skills. Proven ability to work under pressure and with ambiguity.
Associates Degree, advanced training or equivalent experience required
A minimum of 2 years experience in corporate healthcare or related industry is required. Applicant should have a successful work history in customer service support.
This position requires the ability to work independently within a team setting. The incumbent must be able to provide practical and creative solutions to the departmental system issues while maintaining sound judgement and compliance. The applicant must adhere to all industry compliance requirements as provided by management
The ideal candidate would have a bachelors degree or four plus years in a healthcare environment with a successful work history in Customer Service support.
Work is performed in an office environment with exposure to electrical office equipment. Frequently sits for 6-8 hours per day.
Repetitive hand movement of both hands with the ability to make fast, simple, repeated movements of the fingers, hands, and wrists. Occasionally walks. Occasionally bends and twists neck.
Light to moderate lifting and carrying objects with a maximum lift of 25lbs. Occasional travel within the United States Able to communicate complex information and ideas so others will understand; with the ability to listen to and understand information and ideas presented through spoken words and sentences. Works independently with little guidance or reliance on oral or written instructions and plans work schedules to meet goals.
Frequently interacts with others, relates sensitive information to diverse groups. Must work with diverse groups to obtain consensus on issues. Ability to apply abstract principles to solve complex conceptual issues.
Location: NORTH AMERICA : USA : NC-RTP:USNC0001 - RTP NC-Headquarters