Customer Operations 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.

The Customer Operations Specialist is responsible for the day-to-day customer experience, addressing  customer needs and facilitate inbound inquiries to facilitate seamless access to NARCAN® (naloxone HCl) Nasal Spray. The position will work across many functions of the organization, with their primary partnership with the Commercial Field Team to support the new customer experience, provide clarity and direction on account management, remove distribution barriers, and maintain a high quality experience for existing customers. 

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

•    Act as primary point of contact for customers. 
•    Manage customer needs and requests for access to NARCAN® products and information.
•    Provide support to the sales team to onboard new customers, connect with prospective customers, and support existing customers. 
•    Ensure customer receives requested products, services and marketing materials in a timely fashion. 
•    Develop and maintain long-term relationships with customers; providing an exemplary customer experience.
•    Monitor state and federal procurement bids/contracts/RFP.
•    Identify and implement continuous improvement initiatives.
•    Work closely with finance and accounts receivable to ensure payments and chargebacks are processed.  
•    This role will work in conjunction with various departments within the organization.

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.
•    Two or more years of experience interacting with external customers and vendors is required, experience within a pharmaceutical organization is preferred.
•    Advanced Skilled in Microsoft Office applications (Word, PowerPoint, Excel).
•    Strong general business acumen.
•    Understanding and passion to assist those suffering from chronic substance abuse, dependency and the comorbid conditions often associated.
•    Ability to build strong relationships and meeting needs of customers is essential.
•    Ability to work in a dynamic environment, often with little direction.
•    Must be self-motivated and able to work independently; with great attention to detail.
•    Strong project coordination skills, ability to manage multiple high priorities, identify resource needs, drive to completion, prepare reports, and evaluate results.
•    Strong business analytic skills to assess potential opportunities across the region.
•    Excellent interpersonal, and oral and written communication skills.

Per CDC guidelines, Emergent strongly recommends that all employees working on site are vaccinated to help ensure their safety, as well as the safety of fellow employees. This includes the use of good judgment when determining when the CDC guidelines advise that you stay home when ill. 

There are physical/mental demands and work environment characteristics that must be met by an individual to successfully perform the essential functions of the job. This information is available upon request from the candidate.

Reasonable accommodations may be made to enable individuals with disabilities to perform all essential functions.
 

Emergent BioSolutions is an Equal Opportunity/Affirmative Action Employer and values the diversity of our workforce.  Emergent does not discriminate on the basis of race, color, creed, religion, sex or gender (including pregnancy, childbirth, and related medical conditions), gender identity or gender expression (including transgender status), sexual orientation, age, national origin, ancestry, citizenship status, marital status, physical or mental disability, military service or veteran status, genetic information or any other characteristics protected by applicable federal, state or local law.
 

Information submitted will be used by Emergent BioSolutions for activities related to your prospective employment. Emergent BioSolutions respects your privacy and any use of the information submitted will be subject to the terms of our Privacy Policy .
 

Emergent BioSolutions does not accept non-solicited resumes or candidate submittals from search/recruiting agencies not already on Emergent BioSolutions’ approved agency list. Unsolicited resumes or candidate information submitted to Emergent BioSolutions by search/recruiting agencies not already on Emergent BioSolutions’ approved agency list shall become the property of Emergent BioSolutions and if the candidate is subsequently hired by Emergent BioSolutions, Emergent BioSolutions shall not owe any fee to the submitting agency.