Customer Experience Specialist - Remote

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 Operations Specialist is responsible for the day-to-day customer experience, addressing customer needs and facilitating 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 direct customers and 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.

* Develop and maintain long-term relationships with customers; providing an exemplary customer experience.

* Manage customer needs and requests for access to NARCAN products and information.

* Provide support to the sales team to, connect with prospective customers, and support existing customers.

* Ensure customer receives requested products and services in a timely fashion.

* Resolve tracking discrepancies in a timely manner to ensure delivery of all products and minimize returns.

* Monitor state and federal procurement bids/contracts/RFP.

* Identify and implement continuous improvement initiatives.

* Maintain data integrity.

* 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.

* Successfully complete assigned product and process training.

* 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.

#LI-Remote

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.

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.

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.

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.