Customer Account Representative
With operations in 35+ nations and ~27,000 employees worldwide, CSL is driven to develop and deliver a broad range of lifesaving therapies to treat disorders such as hemophilia and primary immune deficiencies, and vaccines to prevent influenza. Our therapies are also used in cardiac surgery, organ transplantation and burn treatment.
CSL is the parent company of CSL Behring and Seqirus. CSL Behring is a global leader in the protein biotherapeutics industry, focused on bringing to market biotherapies used to treat serious and often rare conditions. CSL Behring operates CSL Plasma, one of the world's largest collectors of human plasma, which is used to create CSL’s therapies. Seqirus is one of the largest influenza vaccine companies in the world and is a transcontinental partner in pandemic preparedness and a major contributor to the prevention and control of influenza globally.
We invite you to take a look at the many career possibilities available around the globe and consider building your promising future at CSL by becoming a member of our team!
Working as liaisons between CSL Behring and its customers, the Customer Account Team is responsible for processing all direct orders for the US business in excess of $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. The team is responsible for analyzing and processing all chargebacks per the terms and conditions of the appropriate contracts. This position requires an inherent “customer service” focus, the ability to see the big picture, meet and understand the impact on the organization as a whole.
Main Responsibilities and Accountabilities:
Customer Service and Support
Respond to all inquiries received by Customer Support either directly from customers or via internal sources and provide timely resolution of all customer issues
Process all direct orders for the US business and ensure delivery is on time and invoicing is accurate.
Process core Order to Cash transactions efficiently, accurately, within cycle time and quality guidelines. Transactions are in areas including but not limited to: Pricing, Promotions, Credit , A/R, Returns, Chargebacks, , credit memos, debits, & invoicing
Process all financial credits/debits related to product technical complaints, returns and pricing errors.
Process customer product technical complaints in SAP(ERP system), create return labels and provide
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.
Ensure accurate pricing for all orders
Collaborate with CSL Logistics and 3PL to ensure shipments are processed accurately and timely.
Ensure all customers have current licensure as required by each organization and state government.
Inventory Management – proactively ensure FIFO for all products in order fulfillment process as well as in SAP and customer facing inventory reports; Assists in inventory corrections for over shipments, short shipments or crossed shipments to ensure inventory is current on a “real time” basis
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. Forwards completed pack of information to Credit for review/approval and Data Control for customer master set up.
Manage shipments for Sample/Patient Programs; ensure compliance of SOPs and Sunshine Act by collaborating with product managers and contracted 3rd party patient services companies.
Research, analyze and reconcile submissions in accordance with approved guidelines as it pertains to pricing, membership eligibility and effective dates for all customers while meeting all service level timelines.
Process resubmitted chargeback debit & credit memos as they relate to contract pricing, membership eligibility, effective dates and product pricing. Update internal management on the status of chargeback discrepancies and assist in the development of appropriate action plans for each distributor
Collaborate with Customers, CAMs, Contracts and Credit Associates to resolve contract or membership -related discrepancies and propose potential measures to prevent reoccurrence and ensure short payments are resolved promptly.
Review tracing data reports on an ad hoc basis and coordinating with customer if should be rerouted as chargebacks and follow through resolution.
Proactively review work processes and workflows that enhance the efficiency and productivity within the cross functional teams and with external partners
Support and propose continuous process/system improvement and BP initiatives while playing an active role on workstream teams to harmonize all aspects of Chargeback operations with the appropriate flexibility to meet customer/market needs and dynamics across all business offerings ; Participate in EDI implementation/utilization and error resolution.
Demonstrate and apply knowledge of Chargeback/Contract System (Model N).
Create and implement ad hoc reporting and/or procedures for their own use.
Manage and analyze customer utilization reports and other data requests.
Applies knowledge to established business rules for systems and transaction processes.
Support the corporate account team in providing data and insights that enhance account interactions. Identify account trends and advise team of ordering patterns.
Analyze and provide weekly discrepancy reports to distributors and provide updates while adhering to distributor deadlines; Lead and participate identifying continuous improvement activities, root cause analysis, and error prevention solutions around our contracting processes in order to facilitate effective policies and procedures that will deliver sustainable results
Perform testing for system changes/enhancements, documenting results and escalating exceptions. Participate in relevant User Acceptance Testing (UAT) activities to ensure optimum system performance
Develops product knowledge through training in effort to serve customer better. Learns both use and manufacturing techniques of products
Identifies opportunities to improve efficiencies.
Performs related duties or projects as assigned by management
Required to be on alternating on-call schedule.
Position Qualifications and Experience Requirements:
High School diploma Required.
Bachelor’s Degree Preferred
3-5 years’ experience performing 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 and ModelN experience preferred.