Customer Service Representative

Working as liaisons between CSL Behring and its customers, the Customer Account Team is responsible for processing all direct orders for the US business more than $2 billion worth of sales per year. Customer Account Representatives meet the needs of the customers and provide prompt resolution of customer inquiries and issues. This position requires an inherent “customer service” focus, the ability to see the big picture, meet and understand the impact on the organization.

In this role you will report into the Associate Director, Customer Support.

Responsibilities:

• Respond to all inquiries received by Customer Support either directly from customers or via internal sources and provide timely resolution of all customer issues
• Own the Order-to-Cash process from order intake to payment.  This includes, but not limited to accurately processing all phone, emailed, or EDI orders in SAP within same day.
• Proactively identify and escalate any inventory risks or opportunities to ensure consistent supply for all customers
• Continuously review inventory levels for adequate potency range offering as well as ensuring best inventory practices and proposing solutions for order management
• Collaborating with the customer to provide a substitute if the specific product ordered is not available.
• Coordinating with the logistics team to ensure appropriate transportation
• Coordinating with the contracts team if there are pricing discrepancies
• Coordinating with the credit team if there are payment questions.   
• Work with corporate accounts in managing customer specific price changes.
• Demonstrate and apply knowledge of enterprise resource planning (ERP) software system.
• Responsible for new account set up by obtaining credit and license information.
• Process Inventory transfers to 3rd party Patient Services Vendor or Sample Program vendor and ensure timely processing of dispense data to update SAP inventory
• Manage shipments for Clinical Trial or IIS Programs; ensure compliance of SOPs and Sunshine Act by collaborating with product managers and contracted 3rd party patient services companies.
• Collaborate with Customers, CAMs, Contracts and Credit Associates to resolve contract or membership -related discrepancies and propose potential measures to prevent reoccurrence.

Experience: 

• High School diploma required; bachelor’s degree preferred
• 3+ years’ experience in customer service, chargeback, or inventory management, and managing multiple priorities
• Relevant work experience in the pharmaceutical industry
• MS Office with strong Excel experience required
• SAP experience preferred
• This is a hybrid role out of our King of Prussia offices.  You must be onsite 3 days a week, including either a Monday or a Friday.
• The hours are M-Th – 8:30 AM- 6 PM EST Friday 8 AM - 5 PM EST
• Must carry an on-call emergency phone

Our Benefits

CSL employees that work at least 30 hours per week are eligible for benefits effective day 1. We are committed to the wellbeing of our employees and their loved ones. CSL offers resources and benefits, from health care to financial protection, so you can focus on doing work that matters. Our benefits are designed to support the needs of our employees at every stage of their life. Whether you are considering starting a family, need help paying for emergency back up care or summer camp, looking for mental health resources, planning for your financial future, or supporting your favorite charity with a matching contribution, CSL has many benefits to help achieve your goals.

Please take the time to review our benefits site to see what’s available to you as a CSL employee.

About CSL Behring

CSL Behring is a global biotherapeutics leader driven by our promise to save lives. Focused on serving patients’ needs by using the latest technologies, we discover, develop and deliver innovative therapies for people living with conditions in the immunology, hematology, cardiovascular and metabolic, respiratory, and transplant therapeutic areas. We use three strategic scientific platforms of plasma fractionation, recombinant protein technology, and cell and gene therapy to support continued innovation and continually refine ways in which products can address unmet medical needs and help patients lead full lives.

CSL Behring operates one of the world’s largest plasma collection networks, CSL Plasma. Our parent company, CSL, headquartered in Melbourne, Australia, employs 32,000 people, and delivers its lifesaving therapies to people in more than 100 countries.

We want CSL to reflect the world around us

At CSL, Inclusion and Belonging is at the core of our mission and who we are. It fuels our innovation day in and day out. By celebrating our differences and creating a culture of curiosity and empathy, we are able to better understand and connect with our patients and donors, foster strong relationships with our stakeholders, and sustain a diverse workforce that will move our company and industry into the future. Learn more Inclusion and Belonging | CSL.

Do work that matters at CSL Behring!