Would you like to join an international team working to improve the future of healthcare? Do you want to enhance the lives of millions of people? Grifols is a global healthcare company that since 1909 has been working to improve the health and well-being of people around the world. We are leaders in plasma-derived medicines and transfusion medicine and develop, produce and market innovative medicines, solutions and services in more than 110 countries and regions.

Summary:

Responsible for timely, consistent communication internally and to customers ensuring organization service level requirements are met. Incumbent analyzes product inventory to ensure on-time delivery to preserve potency and temperature storage requirements. Coordinates product movement and placement throughout the distribution network to avoid stock-outs, or unnecessary stockpiles. Requires advance planning and constant monitoring of weather conditions for air and ground traffic concerns to ensure timely delivery of temperature sensitive products. The incumbent must maintain a high level of customer service as you will be interacting with similar positions within our entire base of clients. This position connects with all Grifols operational areas including sales, marketing, materials management, finance, shipping and supply chain. Front-line decision-making skills are necessary to provide support for all inquiries and challenges direct from customers, sales force, marketing and in-house personnel in a manner that promotes favorable customer relations. Must perform without supervision all functions that require the expertise for complex and diverse duties with peer team members. The Business Analyst Sales reacts promptly and productively to all internal and external requests for any Grifols related issues. Incumbent must participate in all special projects that are required by the manager.

This role will work Monday through Friday from 10am to 6pm or 11am to 7pm EST. This role will be hybrid based in Research Triangle Park and require 3 days at the office.

Primary Responsibilities:

• Proficient in all aspects of order to cash processes using SAP including domestic order processing, backorders, product withdrawal/recalls, inventory management and shipment delivery confirmation.

• Respond to customer requests timely while being courteous and respectful when confirming and resolving inquiries to resolution.

• Acting independently, provide solutions to issues that impact day to day activities. Solutions require knowledge of product availability, dating of available inventory, product release schedules, market trends and lot potency.

• Responsible for maintaining communications with customers relating to informational requirements needed for product forecasts, implications of potential resource capacity constraints or other issues that affect timelines for shipment of product.

Knowledge and Skills:

• Must have a proven work history in customer service, preferably working directly with customers in high volume.

• Requires the ability to work independently and within a team setting and be able to provide practical and creative solutions to customer problems while maintaining sound judgment and compliance.

• Must be available to coordinate and assist with emergency shipments that occur after hours and/or weekends and holidays.

• Excellent communication and interpersonal skills.

• Proven ability to work under pressure and with ambiguity.

Education:

Associates Degree, advanced training or equivalent experience required.

A minimum of 2 yrs experience in corporate healthcare or related industry is required.

Experience with industry compliance requirements in pharmaceutical/medical industry.

Equivalency:

Depending on the area of assignment, directly related experience or a combination of directly related education and experience and/or competencies may be considered in place of the stated requirements.

Occupational demands:

Work is performed in an office environment with exposure to electrical office equipment. Frequently sits for 6-8 hours per day. Repetitive hand movement of both hands with the ability to make fast, simple, repeated movements of the fingers, hands, and wrists.

Third Party Agency and Recruiter Notice:

Agencies that present a candidate to Grifols must have an active, nonexpired, Grifols Agency Master Services Agreement with the Grifols Talent Acquisition Department. Additionally, agencies may only submit candidates to positions that they have been engaged to work on by a Grifols Recruiter. All resumes must be sent to a Grifols Recruiter under these terms or they will be considered a Grifols candidate.

Grifols provides equal employment opportunities to applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other characteristic or status protected by law. We will consider for employment all qualified Applicants in a manner consistent with the requirements of applicable state and local laws.

Learn more about Grifols (https://www.grifols.com/en/what-we-do)

Req ID: 521245

Type: Regular Full-Time

Job Category: Customer Service