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Customer Service Representative

Company: Dr. Reddy's Laboratories
Location: Shreveport
Posted on: November 22, 2021

Job Description:

Description Position at Dr. Reddy's Laboratories, Inc. * At Dr. Reddy's "Good Health Can't Wait" By joining Dr. Reddy's, you will contribute to making the breakthroughs of tomorrow a reality today! From making medicines more affordable to discovering innovative treatment options to satisfy unmet medical needs, we are dedicated to helping people lead longer and healthier lives. We are seeking dynamic and energetic individuals ready to inspire, ready to make a difference for their community and every community. Responsible for order entry of all customer orders (phone, fax, EDI, DRL bus partners), ensure order accuracy (pricing, invoicing, quantity, products on allocation, product & forecast as per contract) * Maintain product knowledge (products offered by DRL and products on order with customers) * Responsible for handling all customer requests relating to orders, reports (open order reports, tracking information), shipments and returns (damages, shortages, overages) * Responsible for review of customer scorecards, monitor performance and create plan to improve performance. Collaborate with Supply Chain, Marketing, IT and Sales teams to execute. Review customer scorecards monthly/quarterly for trending and areas of opportunities. Elevate issues impacting performance to Sales Directors for RX and OTC, Supply Chain, IT and Finance Team. * Review and validate allocation reporting daily. Request off cycle allocations when customer needs arise to reduce FTS/SLP and negative impacts to customer scorecards. * Track FTS/Service Level Penalties month over month. Perform audit of FTS claims submitted by customer for approval of payment from Finance. * Process customer returns. Ensure product call tags are submitted, product storage conditions are collected from the customer and are submitted timely to QA for quick evaluation. * Monitor inventory opportunities for the sale of short dated product to customer for current orders and back orders while minimizing impact to COPE. * Monitor and track customer requested expedites for monthly submission to Finance for transportation costs to be debited back to customer. * Track and Trace all orders to verify customer orders are delivered by MABD's. Maintain tracking of all orders that are impacted by lack of inventory and review on a frequent basis with supply chain, sales directors, and division VP's. (short ships and stock outs) * Maintain working knowledge of customer systems (Retail Link, SupplierNet, TruVu, etc). Utilize customer systems to review inventory, sales, service levels, product setup, and performance. * Elevate product complaints reported by customers to QA, Marketing, and Supply Chain. Creating sense of urgency for follow up and resolution. * Coordinate new customer setup with 3PL, Finance, IT, Co-Packers, and customer (shipping locations, routing guides, etc.). * Maintain customer licenses (State and DEA) and ensure they are active in SAP and 3PL systems. * Maintain order records as required by DEA for sales of (Batch, Inventory, and Quantities) List 1 Chemicals and controlled substances. * Utilize 3PL systems to identify best mode of shipment in efforts to meet customer expectations and adhere to Transportation Guidelines. * Review Monitored Products list provided by marketing weekly to ensure orders are processed in accordance with the allocation process. * Maintain audit readiness for internal and external audits (DEA, FDA, SOX). * Monitor SAP Red Lights and inventory variances, clearing system variances within 48hrs. Request cycle counts, if necessary, from warehouse. * Support the flow of information between internal departments, answer customer service line and customer service mailbox. * Provide support for all Product Launches. Prepare launch orders (pricing, credit, IOD's,) against contracts received from Finance. Obtain customer launch specifics regarding quantities, contracts, and delivery expectations to coordinate between Marketing, Sales, and 3PL. * Participate in launch meetings with 3PL to map the timing and movement of product deliveries in conjunction with customer expectations. Provide tracking information to customer while monitoring each launch order in transit until delivered in full to customer. Communicate delays with customer while proactively resolving any in transit issues, up to and including expediting replacement product. Equal Opportunity Employer: Minorities/Women/Veterans/Disabled An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability

Keywords: Dr. Reddy's Laboratories, Shreveport , Customer Service Representative, Sales , Shreveport, Louisiana

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