Customer Service Representative

Sun Pharmaceuticals - Hawthorne, NY3.9


Handle daily customer service functions for Chain, Wholesale, Distributor, Specialty Pharmacies & Mass Merchandisers for the SUN Generic Rx & Branded Rx sales divisions.


  • Daily interaction with Customers & National Account Managers to establish a rapport in order to grow the business and generate revenue.
  • Handle many types of inquiries covering product availability, order tracking, inquiries from industry professionals & consumers regarding product related questions and concerns.
  • Manage new product launch process. Gather & monitor all required documentation to ensure product set up compliance and delivery of initial order.
  • Review multiple reports daily to ensure orders are in system accurately and ship from NJDC in a timely manner to avoid service level penalties and customer out of stock situations.
  • Manage back orders for all accounts including weekly backorder report for each customer and expedite shipments where necessary to avoid failure to supply penalties.
  • Liaison between customer and Accounting as well as Pricing & Contracts for any pricing and deduction related issues.
  • Monitor promotional orders and customer buy-ins.
  • Interact daily with logistics and the NJDC regarding customer orders and inventory levels.
  • Analyze situations, investigate problems & determine effective solutions.
  • Process RMA's for damaged and refused products/shipments.
  • Review and analyze customer score cards and SUN service levels monthly to identify and resolve any issues that may negatively affecting our service levels and to avoid penalties.
  • Run weekly/daily reports on orders placed for all top tier customers.
  • Navigate customer website portals for customer sales, scorecards & deduction issues.
  • Work closely with Regulatory & Quality Assurance on customer requirements.


  • Some college required.
  • A minimum of one to two years of customer/account service experience in a "non-call-center" environment is a must.
  • Pharmaceuticals or chemicals experience a plus.
  • Excellent verbal & written communication skills.
  • Detail oriented with good time management & multi-task skills.
  • Strong computer skills including advanced excel skills.
  • SAP & COGNOS experience a plus.
  • Effective communication and listening skills as well as a positive customer service attitude.
  • Articulate & engaging professional.

SUN PHARMACEUTICALS INDUSTRIES, INC. is the fifth largest generic pharmaceutical company in the world, and rapidly building brand presence. We manufacture, market and distribute pharmaceuticals to the nation’s largest wholesalers, distributors, warehousing and non-warehousing chain drugstores as well as managed care providers. Our goal is to continue to develop and market quality products that bring value to our customers and ultimately the patient. Current manufacturing capabilities allow Sun Pharma to develop products across most therapeutic categories.

At SUN PHARMACEUTICALS we believe our people are an invaluable asset. Our culturally diverse workforce is one of our biggest strengths, along with the rich experience they bring across varied skill-sets. We are proud that our global workforce is bound by our common values: Humility. Integrity. Passion. Innovation

DISCLAIMER: The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees as assigned to this job. Nothing herein shall preclude the employer from changing these duties from time to time and assigning comparable duties or other duties commensurate with the experience and background of the incumbent(s).

We provide equal employment opportunities for all current employees and applicants for employment. This policy means that no one will be discriminated against because of race, religion, creed, color, national origin, nationality, citizenship, ancestry, sex, age, marital status, physical or mental disability, affectional or sexual orientation, military or veteran status, generic predisposing characteristics or any other basis prohibited by law.

Job Type: Full-time