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This is a high-volume contact center and the ideal candidate must deliver an optimized customer service experience in a personalized manner to answer inquiries relating to US commercial, and general inquiry type questions.
The ideal candidate will be experienced in navigating the US commercial landscape and will be able to build relationships with direct customers and utilizing this relationship be able to maintain long-term commitments. This is not a junior position.
The role also includes being able to identify potential Adverse Events (AEs) and potential Product Quality Complaints (PQCs) for documentation and reporting
Position Summary:
Achieve customer satisfaction through front-line contact with the client's customers
Ability to ensure attention to detail while balancing efficient communication through multiple channels of communication.
Develop and maintain, using a life-long learning strategy, an in‐depth knowledge of the client's product line, pricing structures, and various channel operations strategies using the client's available resources
Responsible for accurate and timely processing of all service center-owned transactions including orders, claims, and returns to ensure compliance and cycle time goals are met. Responsible for the timely escalation of issues/transactions outside of designated remit while also identifying issues proactively
Key Attributes and Responsibilities:
Responds to US commercial inbound calls, chats, and emails from patients, healthcare providers, and vendors in a professional and empathetic manner
Provides customer support to wholesalers and/or distributors who purchase client products: including ordering, logistics, contracted customers
Answer or triage general inquiries from Consumers and/ or Health Care Providers
Works with third party vendors to provide wholesale/distribution support to requesters
Navigates and provides assistance navigating commercial tools and sites
Works with various sites/content to ensure a Consumer or HCP receives prompt, complete and professional customer service
Assists with temperature excursion inquiries and updates (ie. connection to online tool, troubleshooting, temperature excursion origination)
Identifies and reports potential Adverse Events (AEs) and Product Quality Complaints (PQCs)
Responsible for documentation of case notes in customer relationship management system (CRM)
Contract support, liaison and represents the face of client
Potential for rotational shifts and after-hours support
Required Skills/Abilities:
Excellent interpersonal skills, ability to develop and maintain important relationships with key stakeholders whether it is call, chat or email
Strong listening skills with a clear sense of empathy for the caller that is being assisted
Demonstrated ability to communicate and distinguish different types of questions relating to commercial inquiries
Willingness to learn to identify adverse events or product complaints and to be able to document and report them
Ability to handle all channels of work: calls/chats or emails
Demonstrated ability to problem-solve
Dedicated team player that has a customer service approach and is solution-oriented
Ability to learn and navigate new systems and technologies quickly
Education and/or Experience:
BS/BA in Business, Supply Chain, or related field preferred and/or 3+ years of experience
Preference for individuals who have a minimum 3 years of experience supporting US pharma/biotech call centers and/or US commercial setting, including but not limited to invoicing queries, tracking of shipments, return policies etc.
Strong customer service attributes - excellent relationship management experience is preferred
A passion for customer service, strong telephone soft-skills, and passion to excel
Experience to be able to upsell and boost revenue is highly preferred
Prior experience in customer support (ie. logistics, order to cash 3PL/Distributor coordination) is an asset
Prior experience with vaccine products in a Pharma/Biotech call center preferred
Previous contact center experience is an asset
Must thrive working in a fast-paced, innovative environment while remaining flexible, proactive, resourceful, and efficient
Strong proficiency in spoken and written English and Spanish, as well as excellent written and verbal communication skills
Must thrive working in a fast-paced, innovative environment while remaining flexible, proactive, resourceful and efficient
Technical Skills:
An individual who is systems-savvy
Ability to navigate multiple databases simultaneously
Ability to locate information in multiple locations via different systems
Operating systems: Windows through the current version
Microsoft Office tools
PC Hardware environment: Laptops, Desktop and Printers
Contact center telephony, email, and chat tool - preferred
Knowledge in using client relationship management system - preferred
Other Requirements:
Ability to sit for long periods of time
Basic computer and hardware proficiency to set up remote workstation
Hardwired internet connection with minimum internet speeds of 15mbps upload and 15mbps download
Must have a private and quiet office space free of interruption to conduct professional calls on behalf of a client.