Customer Relationship Executive – Sales Recall & Refill
Company: Access Biopharma Location: Himayat Nagar,Hyderabad, Telangana (On-site) Job Type: Full-time Industry: Specialty Pharmaceutical Distribution Department: Customer Success / Inside Sales
About Access Biopharma
Access Biopharma is a specialty pharmaceutical distribution company based in Hyderabad. We supply critical and specialty medicines to individual patients (B2C) as well as to pharmacies, hospitals, clinics, and institutional buyers (B2B) across India. Our mission is to make specialty therapies reliably accessible to every patient who needs them.
Role Overview
We are hiring a Customer Relationship Executive to own the end-to-end refill and recall calling motion for our B2C and B2B customers. You will be the voice of Access Biopharma to patients on chronic/specialty therapies and to our institutional partners — ensuring timely reorders, resolving queries, and building long-term relationships that drive repeat business.
This role sits at the intersection of customer service, inside sales, and account management. Empathy matters as much as sales acumen — many of our patients are on long-term or life-saving medication.
Key Responsibilities
- Make outbound refill/recall calls to B2C patients before their prescribed course ends, ensuring continuity of therapy.
- Manage a portfolio of B2B accounts (retail pharmacies, hospitals, clinics, distributors) — call cycles, reorder tracking, and order confirmation.
- Handle inbound queries on product availability, pricing, delivery timelines, prescriptions, and substitutions.
- Convert refill reminders into confirmed orders and coordinate with the logistics and dispatch team for timely fulfilment.
- Maintain accurate customer records, call logs, and follow-up notes in the CRM.
- Escalate clinical or prescription-related queries to the qualified pharmacist / medical team as per SOP.
- Track key metrics — call connect rate, conversion, repeat order rate, and customer retention — and hit assigned monthly targets.
- Build rapport with high-value B2B accounts through regular check-ins and proactive service.
- Share customer feedback and market insights with the sales and category teams.
Required Qualifications
- Bachelor's degree in any discipline (B.Pharm, D.Pharm, B.Sc, or life sciences preferred).
- 1–3 years of experience in tele-sales, inside sales, customer support, or CRE roles — pharma / healthcare / medical device background strongly preferred.
- Fluency in English, Hindi, and Telugu. Additional South Indian languages (Tamil, Kannada, Malayalam) are a plus.
- Strong verbal communication and active listening skills.
- Comfort with CRM tools, Excel, and basic ERP / order-management systems.
- Empathetic, patient, and professional call handling — especially with elderly and chronically ill customers.
- Target-oriented with a track record of meeting call and conversion goals.
Preferred Qualifications
- Prior experience in a pharmacy chain, online pharmacy, pharma distributor, or specialty therapy program (oncology, transplant, biologics, rare diseases, etc.).
- Familiarity with prescription workflows and Schedule H / H1 drug protocols.
- Experience selling or servicing both B2C and B2B accounts.
What We Offer
- Competitive fixed salary + performance-linked incentives on conversion and retention.
- Structured training on our product portfolio and specialty therapy areas.
- Career growth into Senior CRE, Team Lead, and Key Account Manager roles.
- Health insurance and standard statutory benefits.
- A mission-driven team working on genuinely impactful specialty pharma access.
Work Schedule
- 6-day work week (rotational Sunday off may apply based on shift roster).
- Day shift, on-site at our Hyderabad office.
How to Apply
Apply directly through Indeed with your updated CV. Shortlisted candidates will be contacted for a telephonic screening followed by an in-person interview at our Hyderabad office.
Access Biopharma is an equal opportunity employer. We welcome applications from all qualified candidates regardless of gender, background, or ability.
Pay: ₹15,000.00 - ₹25,000.00 per month
Benefits:
- Health insurance
- Paid sick time
Location:
- Hyderabad, Telangana (Hyderabad District) (Required)
Work Location: In person
