Customer Care Advisor

Company Name:
Executive Personnel Services
job
Purpose
Manage and administer transactional processes associated with the order to cash and reverse distribution operations to ensure compliance and accuracy of downstream reporting systems.
Key Responsibilities:
oMaintain advanced organizational skills, a high level of self motivation, ability to work independently/efficiently in a high pressure environment, and a proven ability to manage multiple, competing, priorities through to completion.
oMaintain excellent interpersonal and telephone skills required. Proven ability to forge strong relationships with customers and GSK personnel at all levels. Works effectively and collaboratively with all team members and cross functional work streams.
oPossess strong communication skills including the ability to keep others informed, listen for understanding, effective presentation skills and concise writing ability.
oDevelop and maintain an in depth knowledge of GSK's product line, pricing structures, and the various channel strategies.
oDevelop and maintain an in depth knowledge of the various customer segments and their business operations.
oDevelop and maintain an in depth knowledge of GSK systems and infrastructure supporting service operations to effectively address customer inquiries or issues (ERP, EDI, Ecommerce, Workflow, Telephony, etc.).
oResponsible for accurate and timely processing of all service center owned transactions including orders, adjustments, claims, deductions, and returns to ensure compliance and cycle time goals are met.
oResponsible for resolving customer shipment, billing, and credit disputes by authorizing or denying credit issuance, extended dating, or product replacement using sound business judgment and knowledge of policies/procedures.
oInfluence and negotiate mutually acceptable agreements/outcomes with internal and external customers in order to meet common business goals and objectives while upholding compliance requirements.

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