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Form of workJob Description: Backfill Req 29236 (Do not submit previously qualified candidates)
ROLE SUMMARY:
As the initial point of contact, the Customer Service Representative serves as the face of *** to our vaccine and hemophilia customers, including but not limited to health care professionals, home health facilities, specialty distributors, and government entities. The Customer Service Representative supports not only customers but also sales force members and other internal stakeholders.
ROLE RESPONSIBILITIES:
Manage customer orders and inquiries by serving as the initial point of contact for customer telephone calls, consistent with product or brand specific requirements
Remain available to answer incoming calls at a rate consistent with metrics set by Customer Service management team
Support the logistical complexities of COVID vaccine by handling customer calls and email interactions
o Partnering with Quality/Controlant and Transportation team on any temperature deviations or delivery issues.
Assist customers as they make credit card payments and issue resolution according to business rules and policies
Support vaccine and hemophilia initiatives contracting, pricing, customer intelligence and reporting etc.
Maintain a detailed working knowledge of *** trade policies, SOPs, and standard business processes in order to respond to customer and sales force inquiries regarding the *** Trade Policy, Return Policy, shipping practices, invoice terms, product availability information, accepting credit card payments when appropriate, and product-specific order handling guidelines
Handle customer contacts in a professional, diplomatic, and empathetic manner, as defined in quality monitoring guidelines
Must stay abreast of changes in scripts, procedures and products
Support Sarbanes Oxley by adhering to internal controls
Redirect callers who require assistance from other departments
Initiate requests for new customer accounts and account changes
Support customer inquiries/issues regarding *** Prime website
Complete all assigned training
Participate in special projects as assigned
Partnering with GFS team to respond to inquiries and issues
ORGANIZATIONAL RELATIONSHIPS:
*** Sales Reps
Collections/ AR
QUALIFICATIONS:
Bachelors degree preferred or high school diploma with two years Customer Service experience
Ability to remain professional and courteous with customers at all times
Excellent verbal and written communication skills
Ability to multi-task, prioritize and manage time effectively
Proven problem-solving ability
TECHNICAL SKILLS REQUIREMENTS:
Proficient in Microsoft Office
SAP knowledge preferred
Minimum Years 2 years CS experience in remote setting.
100% Remote (other than Memphis, TN)
Hard Skills:
Communication
Analytical
Organization
Nice to Have: Quick Learner
This requisition is with a very high profile team.
Please note that there has been an issue with previously hired candidates not presenting professionally during training (video mandatory). It is extremely important that you vet candidates that appropriately represent your agency to the best of your ability.
Please ensure candidates have adequate internet speeds (Not Hotspot)
Prefer candidates to be within commutable distance to Collegeville- PA., Lake Forest-IL.,
Interview Process
15-min Teams (no Video)
30-min Teams (with Camera), possible panel
Position Comments visible to MSP and Supplier: Backfill Req 29236 (Do not submit previously qualified candidates)
