Senior Commercial

4 weeks ago

Raleigh, United States Alphanumeric Systems Inc. Full time $22 - $24
Alphanumeric is hiring Triage Contact Call Center Agents.

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.


About Alphanumeric Systems Inc.:

Alphanumeric is a dynamic company born of a diverse mindset and held to a distinctly high standard. You may know us as a tech and communications firm established in 1979, but we also lead life science and healthcare organizations toward a more efficient future across the globe, bringing patients and providers together to build personalized relationships that fit their needs.But at our core, we are a family with a shared and passionate dedication to our customers. We treat our candidates as amazing (because they are)Apply today to join our family and Make Your Mark

  • Commercial Construction Senior Superintendent

    3 weeks ago

    Raleigh, United States HITT Contracting Full time

    Every day, our team members do amazing things in pursuit of our shared purpose to build trust with our clients, partners, subcontractors, and teammates. No matter your background, education, or career path, if you share our vision to create extraordinary experiences, you belong at HITT. Commercial Construction Senior SuperintendentJob Description: A Senior...

  • Senior Commercial HVAC Technician

    2 weeks ago

    Raleigh, United States MSS Solutions, LLC Full time

    Job DescriptionJob DescriptionAs a result of our phenomenal growth, MSS Solutions, LLC has an opening for a Senior Commercial HVAC Technician in the surrounding areas of Durhan, Raleigh, Wilson, Fayetteville, and Greenville, NC. If you are an experienced professional who is looking to grow your career and contribute fresh and innovative ideas to serve our...

  • Commercial Underwriter

    2 days ago

    Raleigh, United States Fidelity National Financial Full time

    Overview: Commercial Underwriter prepare commercial title commitments, policies, revisions, closing protection letters, invoices, and endorsements based on title reports, abstracts and/or attorney opinions, as well as from documents in the public records, sales contracts and lender instructions. Duties: Perform all core title that are needed to complete...

  • Senior Commercial Insurance Account Manager

    1 month ago

    Raleigh, United States Capstone Search Group Inc Full time

    Job Description Job Description About the Role A Top 100 independent insurance broker seeks an accomplished Senior Commercial Lines Account Manager to join their North Carolina division. Working with a specialized team (renewable energy), you have a unique opportunity to broaden your insurance knowledge by working with clients in an exciting and dynamic...

  • Senior Project Manager

    4 weeks ago

    Raleigh, United States AEC Alliance Full time

    Job DescriptionJob DescriptionSenior Project Manager Opportunity with a Commercial / Multifamily General Contractor!Are you an experienced (Senior) Project Manager with a passion for building New Large Commercial Multifamily Developments? Join our team in Raleigh with a leading General Contractor, where you'll help manage and lead multiple project teams...

  • Commercial Construction Senior Project Manager

    1 week ago

    Raleigh, United States HITT Contracting Full time

    Every day, our team members do amazing things in pursuit of our shared purpose to build trust with our clients, partners, subcontractors, and teammates. No matter your background, education, or career path, if you share our vision to create extraordinary experiences, you belong at HITT . Commercial Construction Senior Project Manager - Healthcare and Life...

  • Senior Project Manager

    3 weeks ago

    Raleigh, United States Stansell Properties & Development, LLC Full time

    Job DescriptionJob DescriptionStansell is seeking a talented senior project manager in the Charlotte region to join our team!Stansell is a rapidly growing, WBE certified, general contractor specializing in commercial construction services across the Southeast United States. We focus on serving clients in the commercial market with emphasis on the following...

  • Commercial Construction Senior Project Manager

    2 months ago

    Raleigh, United States HITT Contracting Full time

    The Senior Project Manager's role is to effectively manage both small and large scale projects from discovery and design to development and implementation. The Senior Project Manager is responsible for all of the duties performed by the Project Manager as well as the following:Responsibilities:Maintains adherence to HITT's standards of safetyEnsures the all...

  • Commercial Construction Senior Superintendent

    11 hours ago

    Raleigh, United States Diamond Peak Recruiting Full time

    Job DescriptionJob DescriptionJob Posting: Commercial Construction SuperintendentLocation: Charleston, SCAbout Us:We are a leading construction firm with a rich history dating back to 1963. Over the years, we have evolved from a small startup into a significant player in the industry, with annual revenues exceeding $700 million. We pride ourselves on our...

  • Commercial Construction Senior Project Manager

    3 weeks ago

    Raleigh, United States HITT Contracting Full time

    Every day, our team members do amazing things in pursuit of our shared purpose to build trust with our clients, partners, subcontractors, and teammates. No matter your background, education, or career path, if you share our vision to create extraordinary experiences, you belong at HITT . Commercial Construction Senior Project Manager - Healthcare and Life...

  • Commercial Construction Senior Project Manager

    7 days ago

    Raleigh, United States HITT Contracting Full time

    Every day, our team members do amazing things in pursuit of our shared purpose to build trust with our clients, partners, subcontractors, and teammates. No matter your background, education, or career path, if you share our vision to create extraordinary experiences, you belong at HITT . Commercial Construction Senior Project Manager - Healthcare and Life...

  • Senior Commercial Insurance Account Manager MNN9531

    1 month ago

    Raleigh, United States Capstone Search Group Full time

    Job DescriptionJob DescriptionAbout the RoleA Top 100 independent insurance broker seeks an accomplished Senior Commercial Lines Account Manager to join their North Carolina division. Working with a specialized team (renewable energy), you have a unique opportunity to broaden your insurance knowledge by working with clients in an exciting and dynamic...

  • Senior Commercial Insurance Account Manager MNN9531

    2 months ago

    Raleigh, United States Capstone Search Group Full time

    Job DescriptionJob DescriptionAbout the RoleA Top 100 independent insurance broker seeks an accomplished Senior Commercial Lines Account Manager to join their North Carolina division. Working with a specialized team (renewable energy), you have a unique opportunity to broaden your insurance knowledge by working with clients in an exciting and dynamic...

  • Senior Commercial Insurance Account Manager MNN9531

    2 weeks ago

    Raleigh, United States Capstone Search Group Full time

    Job DescriptionJob DescriptionAbout the RoleA Top 100 independent insurance broker seeks an accomplished Senior Commercial Lines Account Manager to join their North Carolina division. Working with a specialized team (renewable energy), you have a unique opportunity to broaden your insurance knowledge by working with clients in an exciting and dynamic...

  • Remote Senior Commercial Insurance Account Executive

    3 weeks ago

    Raleigh, NC, United States Alera Group Full time

    TriSure (an Alera Group company) is seeking a Commercial Lines, Property & Casualty Account Executive to join their team. Since our founding in 1999, we’ve been providing the highest level of client service with honesty and financial integrity. We are a diverse group of individuals focused on helping the area’s leading businesses manage their...

  • Head of CMC Commercial Assets

    2 weeks ago

    Raleigh, United States Biogen Full time

    Job Description The Senior Director of CMC Commercial Assets sits within the Pharmaceutical Operations & Technology team (PO&T) and is responsible for the end-to-end strategy of all commercial assets in all therapeutic areas and all modalities. Reporting to the VP of Asset Development and Portfolio Management, this Senior Director will have direct...

  • Senior Account Manager

    3 weeks ago

    Raleigh, United States TowneBank Full time

    Towne Insurance Has a Culture That: Has been providing insurance and risk management services for more than years. Our commitment to exquisite service for our clients leads to opportunities, celebrations of success, bright futures for our dedicated insurance professionals, thriving partnerships with the nation’s top carriers, and a leadership role for...

  • Senior Account Manager

    3 weeks ago

    Raleigh, United States Towne Family of Companies Full time

    Towne Insurance Has a Culture That:Has been providing insurance and risk management services for more than 90 years. Our commitment to exquisite service for our clients leads to opportunities, celebrations of success, bright futures for our dedicated insurance professionals, thriving partnerships with the nation's top carriers, and a leadership role for our...

  • Senior Account Manager

    3 weeks ago

    Raleigh, United States Towne Family of Companies Full time

    Towne Insurance Has a Culture That:Has been providing insurance and risk management services for more than 90 years. Our commitment to exquisite service for our clients leads to opportunities, celebrations of success, bright futures for our dedicated insurance professionals, thriving partnerships with the nation’s top carriers, and a leadership role for...

  • Senior Account Manager

    2 weeks ago

    Raleigh, United States United Risk Advisors Full time

    Job Title: Senior Account Manager Company: United Risk Advisors Location: Raleigh, NC Are you experienced in commercial lines insurance? Do you enjoy coordinating teams and projects? If you have a track record of building strong relationships with commercial insurance carriers, then we have an exciting opportunity for you. United Risk Advisors, a...