Join Access Biopharma as a Customer Relationship Executive, managing refill and recall communications to enhance patient care and institutional partnerships.

About Access Biopharma

Access Biopharma is a specialty pharmaceutical distribution company based in Hyderabad, India, committed to supplying critical and specialty medicines to individual patients as well as pharmacies, hospitals, clinics, and institutional buyers across the nation. The company's mission is to ensure that specialty therapies are reliably accessible to every patient who requires them, thus enhancing overall health outcomes.

Role Overview

We are currently seeking a highly motivated Customer Relationship Executive to take ownership of the end-to-end refill and recall calling process for both our B2C (business-to-consumer) and B2B (business-to-business) customers. This role is pivotal as you will act as the primary liaison for Access Biopharma, guiding patients through their chronic and specialty therapies while fostering relationships that encourage repeat business. Your ability to empathize with patients, combined with your sales capabilities, will be crucial as many of our clients are on long-term or life-saving medications.

Key Responsibilities

• Conduct proactive outbound refill and recall calls to B2C patients prior to their prescriptions ending, ensuring uninterrupted access to their therapies.
• Manage a dedicated portfolio of B2B accounts, including retail pharmacies, hospitals, clinics, and distributors by implementing organized call cycles, tracking reorders, and ensuring order confirmations.
• Address inbound inquiries regarding product availability, pricing, delivery timelines, and substitution options.
• Translate refill reminders into confirmed orders and work closely with the logistics team to guarantee timely fulfillment.
• Maintain precise customer records, logs of calls, and follow-up notes in our customer relationship management (CRM) system.
• Escalate complex clinical or prescription-related inquiries to the appropriate pharmacist or medical team as per standard operating procedures (SOPs).
• Monitor key performance metrics including call connect rates, conversions, repeat order rates, and customer retention to meet monthly goals.
• Establish and nurture rapport with key B2B accounts through regular engagement and high-quality service.
• Provide customer feedback and market insights to our sales and category management teams to help refine our service offerings.

Tech Stack

• Proficiency in CRM tools
• Microsoft Excel
• Basic ERP/order-management systems

Work Schedule

• 6-day work week with rotational Sundays off depending on shifts.
• Day shift requirement, located on-site at our Hyderabad office.

• 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, preferably in pharma/healthcare.
• Fluency in English, Hindi, and Telugu; additional South Indian languages are a plus.
• Strong verbal communication and active listening skills.
• Comfort with CRM tools, Excel, and basic ERP/order-management systems.
• Empathetic and professional call handling, especially with elderly and chronically ill customers.
• Proven track record of meeting targets and conversion goals.

• Competitive fixed salary + performance-linked incentives on conversion and retention.
• Structured training on product portfolio and therapy areas.
• Career growth opportunities into Senior CRE, Team Lead, and Key Account Manager roles.
• Health insurance and standard statutory benefits.
• A mission-driven team working to ensure patient access to specialty therapies.