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Form of workJob Description
Welcome to Northwind Pharmaceuticals! We are in growth mode and are seeking an excited and engaged Client Executive to assist with our growing client base. This role will specifically support a large, national client and manage pharmaceutical orders from order entry to shipment and all other communications. This person will be the 1st touch to the client, so we are looking for those that love collaborating via the phone, are proactive in managing client requests, and communicative. As this role will be collaborating with provider practices and medications and supplies, a healthcare or clinical background can prove helpful but is not required. We also offer in-house training for those who may be interested in apply who have a strong customer service background and are interested in expanding into the pharmaceutical world.
TITLE:Client Executive
COMPANY: Northwind Pharmaceuticals
ROLE OVERVIEW: The Client Executive provides exceptional customer service and support to build lasting relationships with clients.
REQUIRED EXPERIENCE: Previous Customer Service experience preferred; Medical experience preferred
REQUIRED EDUCATION: High School Diploma Required; Associate’s Degree or above preferred
REQUIRED LICENSE: N/A
POSITION TYPE/EXPECTED HOURS: Full-time (40hrs/wk), benefited (Medical, Vision, Dental) position.
PREREQUISITE SKILLS:
- Excellent verbal and written communication skills, including professional one-on-one interactions
- Ability to multi-task, have attention to detail, strong organization skills, and be a team player. Must be detail-oriented
- Maintains professional demeanor in every level of communications whether inter-department, customer, peer, or leadership
- Ability to speak effectively to customers or employees of organization
- Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
- To perform this job successfully, an individual must have data entry and basic computer skills.
SUPERVISES: Account Managers and Member Representatives
The following functions describe the essential duties of this role. Individuals in this role may not perform all of these duties, or may perform additional, related duties not listed here.
ESSENTIAL SKILLS:
- Excellent customer care and focus; ability to assess customers’ needs and provide correct answer, path, troubleshooting, or method for a positive customer experience
- Able to think fast, find answers, and respond quickly to customer issues, all with a polite, empathic, and professional voice and manner
- Able to multitask, prioritize, and manage time efficiently
- Encouraging to team and staff; able to mentor and lead
- Eager to expand company with new sales, clients, and territories
- Excellent verbal and written communication skills
- Self-motivated and self-directed
- Excellent time management and prioritization skills
- Ability to answer phone, listen actively, relay information, and type basic information simultaneously
- Customer focused for a positive customer experience and resolution
SERVICE SUPPORT:
- Provides support and ownership for service software/platform
- Maintain data relative to partners, accounts and activities and will document customer interactions
- Prepare reporting as needed
- Documenting customer service discussions and actions
- Maintaining accurate records and files of documentation
- Addressing returns, refunds, credits
- Recording, organizing, and filing customer interactions and profile/account changes
- Providing resources for quality customer service
- Implementing customer service strategies to improve quality of service
- Anticipating and resolving customer service issues
- Meet with customers to discuss their evolving needs and to assess the quality of our company’s relationship with them
- Identify and follow-up on errors using root-cause analysis and problem solving
- Offer alternatives and close-the-loop with clients to ensure ongoing communication
EMPLOYMENT REQUIREMENTS
- At least 18 years of age
- Must pass pre-employment background check and drug screen
- Frequent lifting of 15-60 pounds
- Punctual and reliable in attendance
If you want to be a part of something more than yourself, want to see how your work ties to that bigger purpose, need opportunities for personal, professional, and financial growth, feel that you are called to leave things better than you found them, and like to be on a winning team, Northwind might be the right place for you.
