Product Specialist II

SUMMARY OF ROLE:

Reporting to the Supervisor - Pharmacy Data Services, the role involves assisting in PDS retail programs and services. This position supports billing, customer listings, and field sales activities, requiring interaction with internal and external stakeholders.

RESPONSIBILITIES:

• Facilitate Onboarding and Offboarding requests for new and existing customers by collaborating with cross-functional teams to meet customer needs.

• Conduct PDS training for Sales, Customer Implementation, Account Managers & Customer Systems Support associates.

• Collaborate with 3rd Party vendors to transition new customers from other wholesalers and onboard new software set ups as needed.

• Interact with the EDI Department on EDI maps/parameters for accurate data transfer to customers and price file testing.

• Validate Legal Documents on hand or that need to be collected (NDA, PDS Agreement or MPA) before providing services.

• Coordinate new 3rd Party Vendor set ups with EDI and collaborate on enhancements to file formats with 3rd Party Software vendors.

• Troubleshoot and resolve pricing discrepancies, billing issues, data integrity concerns, catalog failures, and ordering problems by liaising with internal and external teams.

• Assist customers in downloading catalogs via SFTP or Secure Sites.

• Manage monthly billing fees for customers and maintain lists of 3rd Party Vendor and Buying Group Fees.

• Identify process improvement opportunities within PDS operations, maintaining SOPs accordingly.

• Exhibit a strong customer focus by enhancing the overall customer experience through collaboration across departments.

• Address conflicts effectively and escalate issues when necessary.

• Demonstrate excellent analytical, troubleshooting, time management, interpersonal, organizational, prioritization, written communication skills as well as attention to detail.

• Foster teamwork, maintain a positive attitude, exhibit adaptability to change.

• Proficiency in computer operations using Microsoft Word, Excel, Outlook, PowerPoint are essential for effective system utilization.

• Willingness to travel occasionally (less than 5% of the time).

• This position requires a diverse skill set encompassing technical proficiency alongside strong interpersonal skills and strong Customer Services skills to ensure seamless coordination among various stakeholders for the successful execution of PDS activities while prioritizing exceptional customer service delivery standards.

EXPERIENCE AND EDUCATIONAL REQUIREMENTS:

• High school degree or equivalent combination of experience and education;

• Normally requires a minimum of three (3) years experience working in a customer service environment; medical or pharmaceutical background preferred.

• EDI and Pharmacy experience is necessary

MINIMUM SKILLS, KNOWLEDGE AND ABILITY REQUIREMENTS:

• Ability to communicate effectively, both orally and in writing

• Good relationship building skills

• Strong organizational skills; attention to detail

• Strong interpersonal skills

• Good analytical skills

• Strong leadership and staff development skills

• Working knowledge of computers necessary to operate effectively with company systems and programs; Microsoft Word, Excel, Access, Monarch, databases

What Cencora offers

We provide compensation, benefits, and resources that enable a highly inclusive culture and support our team members’ ability to live with purpose every day. In addition to traditional offerings like medical, dental, and vision care, we also provide a comprehensive suite of benefits that focus on the physical, emotional, financial, and social aspects of wellness. This encompasses support for working fam