Analyst I, Customer Support

Date: May 10, 2019

Location: Weston, FL, US, 33326

Company: Apotex


Apotex is a proudly Canadian, global pharmaceutical company that produces high-quality, affordable medicines (both generic and innovative pharmaceuticals) for patients around the world. We are the 7th largest generic pharmaceutical company globally with more than 12,000 employees and estimated sales of approximately $3 billion. Our fully integrated operation is comprised of four lines of business: Global Generics; Apobiologix; Global Active Pharmaceutical Ingredients (API); and ApoPharma (Innovative Products). With our worldwide manufacturing sites, Apotex can produce up to 24 billion dosages per year. We produce 300 medicines in 4,000 dosages and formats that are exported to 115 countries. Apotex will spend $2 billion over the next 10 years on research and development.

Job Summary

Responsible for following the Customer Support Department policies and procedures  as they relate to the daily account maintenance of strategic territory customers including inventory management, movement of short-dated inventory, communication of customer usage, competitive activity, short dated product sales negotiations, order processing, customer related accounting issues, such as shortages, overages, pricing issues, damages, customer complaints, inventory allocation, DQSA paperwork and various sales analysis.

Job Responsibilities

  • Processes customer orders and other requests in a timely and accurate fashion
  • Authentication / Provide as requested DQSA paperwork
  • Obtaining customer Order Entry numbers as requested by Marketing
  • Validates customers pricing on purchase orders
  • Provides professional customer support to customer segments for order entry, shipping inquiries, product availability, tracking information, product launch, and DQSA information.
  • Provide assistance in the collection process, when requested by account receivables in regards to shipping errors
  • Provides support as needed to internal departments
  • Acts as a liaison between Indy and our customers as it relates to scheduling shipping appointments, issues with carriers & customer contact and address information
  • Performs research and maintenance on Customer master database
  • Assigns and maintains customer class of trades
  • Ensures that appropriate direction is followed on company policies and process procedures
  • Researches and resolves shipping errors, discrepancies related to contract pricing on customer invoices and processes credit and debit memos
  • Generates reports for customer service level fill rate, customer back order reports, shipping reports, DEA & State license expiry report, pricing error report
  • Collaborates with NAM’s on regular basis to ensure appropriate communication takes place with identified strategic customers
  • Maintains and expands relationship with customers to ensure customer satisfaction while supporting company goals
  • Takes internal lead position to problem solve for- and make recommendations to- NAM’s
  • Tracks new product launches in conjunction with NAM’s
  • Performs other duties as assigned

Job Requirements


High school diploma or GED mandatory, 0–3 year’s pharmaceutical customer service experience.



Position requires proficient personal computer skills including electronic mail, record keeping, routine database activity, Excel and word processing



  • Must be self-motivated and possess strong business ethics
  • Able to make independent decisions
  • Flexibility in dealing with constantly changing priorities and work loads
  • Excellent oral and written communication skills
  • Attention to detail



    Must be able to handle multiple tasks and prioritize



    The physical requirements of the position generally include: standing, walking, sitting, using hands and fingers, reaching with hands and arms, talking and hearing.  In some circumstances, bending, kneeling, crouching, stooping, and crawling may apply.  In general the activity level one usually performs is light physical activity performing non-strenuous daily activities of an administrative and sedentary nature.  This position may require lifting up to 25 pounds.  Generally work is performed in a well-lighted, heated and/or air-conditioned indoor office setting with adequate ventilation.   


At Apotex, we are committed to fostering an inclusive, accessible work environment, where all employees feel valued, respected and supported.

Apotex offers accommodation for applicants with disabilities as part of its recruitment process. If you are contacted to arrange for an interview or testing, please advise us if you require an accommodation.

Nearest Major Market: Fort Lauderdale
Nearest Secondary Market: Miami

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