Sales & Customer Service Representative – US Market

Key Responsibilities:

- Business Development: Identify and qualify US prospects via databases, trade shows, and

referrals. Build pipeline for regulated and non-regulated molecules.

- Account Management: Own assigned US accounts. Drive repeat business, upselling, and crossselling of portfolio products. Actively following up with existing clients.

- Proposal & Negotiation: Prepare quotes, negotiate pricing/terms under US market norms,

and close deals in coordination with Procurement and Regulatory teams.

- Market Intelligence: Track US competitor pricing, FDA approvals, customer R&D pipelines, and

demand trends. Share monthly MIS with management.

- Trade Show Support: Represent American Molecules at CPHI North America, DCAT Week,

and other US industry events.

Customer Service:

Order Management: Process US customer POs, coordinate with Planning & Logistics for OTIF

delivery. Update customers on lead times, shipment tracking, and delays.

Issue Resolution: Act as first point of contact for US customers on quality complaints, short

shipments, or regulatory queries. Coordinate CAPA with QA/RA teams.

Relationship Building: Conduct regular business reviews with US clients. Maintain MIS data and

updates with call logs, follow-ups, and forecasts.

Technical Knowledge:

Understanding of APIs, DMFs, ANDA/NDA process, and USFDA requirements

Basic Incoterms, LC/TT payment terms, US import regulations

Essential Skills:

✓ Existing US pharma customer network

✓ Knowledge of USP, EP monographs and customer audit support

✓ Excellent verbal/written English, US accent clarity preferred.

✓ Strong negotiation, objection handling, and time-zone flexibility for EST/PST coverage

Key Performance Indicators:

✓ Annualsales target achievement for US region

✓ Customer retention rate and NPS score

✓ Response TAT: <4 hours for US customer queries during EST hours

✓ Order accuracy and documentation error rate <1%

✓ New account additions per quarter

Shift Timings:

Must be available 3:00 PM – 11:00 PM IST to overlap with US business hours

• Experience

  5 - 7 Years

• No. of Openings

  2

• Education

  Graduate (B.Pharma, B.Sc)

• Role

  Customer Care Representative

• Gender

  [ Male / Female ]

• Job Country

  India

• Type of Job

  Full Time

• Work Location Type

  Work from Office

• Face Interview Location

  Lower parel