Customer Experience Specialist

We go where others won’t, taking on some of the biggest public health challenges to protect and enhance millions of lives, and create a better, more secure world. Here, you will join passionate professionals who advance their scientific, technical and professional skills to develop products designed-to protect and enhance life.

JOB SUMMARY

The Customer Experience Specialist plays a critical role in ensuring seamless access to NARCAN® (naloxone HCl) Nasal Spray by delivering a high-quality experience to customers. This position is responsible for managing day-to-day customer interactions, providing clarity and direction on account management, resolving inquiries and logistical discrepancies, and removing barriers to product distribution. The Specialist will work across many functions of the organization, with their primary partnership with direct customers and the Commercial Field Team. The ideal candidate is proactive, customer-focused and solutions oriented.

ESSENTIAL FUNCTIONS

Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions.

• Ensure customers receive requested products and services in a timely fashion.
• Coordinate end-to-end logistics operations, including order fulfillment, shipment tracking, and vendor communication to ensure timely and cost-effective delivery.
• Resolve tracking discrepancies in real time by proactively identifying delays or routing issues and initiating corrective actions to reduce undeliverable shipments and minimize product returns.
• Manage product overages, shortages and damages (OS&D), including claim documentation, product dispositions and vendor communication to ensure compliance with company policy.
• Develop and maintain long-term relationships with customers, providing exemplary customer experience and acting as a primary point of contact.
• Process customer Purchase Orders (POs).
• Manage customer needs and requests for access to NARCAN® products and information.
• Support the sales team in connecting with prospective customers and supporting existing customers.
• Deliver a “white glove” customer experience through proactive and personalized support.
• Provide timely and accurate updates to customer requests.
• Identify and implement continuous improvement initiatives to enhance customer experience and operational efficiency.
• Build and maintain long-term relationships with customers to foster loyalty and satisfaction.
• Provide customer administration support including data verification and entry, maintaining data integrity
• Collaborate with internal departments including Sales, Operations, Compliance, and Distribution to ensure alignment and issue resolution.

The above statements are intended to describe the nature of work performed by those in this job and are not an exhaustive list of all duties. Nothing in this job description restricts managements right to assign or reassign duties and responsibilities to this job at any time which reflects management’s assignment of essential functions.

MINIMUM EDUCATION, EXPERIENCE, SKILLS

• Bachelor’s degree or equivalent experience.
• Two or more years of experience interacting with external customers and vendors, experience within a life sciences/pharmaceutical organization is preferred.
• Advanced proficiency in Microsoft Office applications (Word, PowerPoint, Excel).
• Strong general business acumen and analytics skills to assess potential opportunities across the region.
• Passion to assist those suffering from chronic substance use disorder, dependency and the comorbid conditions often associated.
• Demonstrated ability to build strong relationships and meet needs of customers.
• Self-motivated with the ability to work independently and manage multiple priorities.
• Ability to thrive in a dynamic environment with minimal direction.
• Detail oriented with a commitment to providing high-quality outcomes.
• Strong project coordination skills, with the ability to identify resource needs, drive to completion, prepare reports, and evaluate results.

• Excellent interpersonal, oral and written communication skills.
• Drive to embrace and live Emergent’ s values of Leading with Integrity, Standing Shoulder to Shoulder, Owning it Always, Breakthrough Thinking, Competing where it counts.
• Attend training programs as required.

If the hiring manager expresses an interest in interviewing you for the open position, you must discuss your interest in the open position with your current manager prior to an interview being scheduled.

U.S. Base Pay Ranges and Benefits Information

The estimated annual base salary as a new hire for this position ranges from $76,500 to $92,700. Individual base pay depends on various factors such as applicant’s education, experience, skills, and abilities, as well as internal equity and alignment with market data.  The salary may also be adjusted based on applicant’s geographic location.  Certain roles are eligible for additional incentive compensation, including merit increases, annual bonus, [and/or long-term incentives in the form of stock options.]

Additionally, Emergent offers a comprehensive benefits package*.  Information regarding additional benefits can be found here:  https://www.emergentbiosolutions.com/careers/life-at-emergent

(*Eligibility for benefits is governed by the applicable plan documents and policies).

If you are selected for an interview, please feel welcome to speak to a Human Resources Partner about our compensation philosophy and available benefits.