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Customer Service Representative
3 months ago
Position Details: Our client, a world-leading Pharmaceutical Company in Collegeville, PA / Memphis, TN / Lake Forest, IL is currently looking for a Customer Service Representative to join their expanding team. Job Title: Customer Service Representative Duration: 5 months contract, extendable up to 36 months Location: Collegeville, PA / Memphis, TN / Lake Forest, IL Hybrid position requiring 2-3 days onsite per week, with the potential for candidates to be onsite every Tuesday Note: The client has the right-to-hire you as a permanent employee at any time during or after the end of the contract. You may participate in the company group medical insurance plan Job Description: Contractor Customer Service Representative Summary: As the initial point of contact, the Customer Service Representative serves as the face of Pharmaceutical to our vaccine and hemophilia customers, including but not limited to healthcare 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. 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 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 Pharmaceutical trade policies, SOPs, and standard business processes in order to respond to customer and sales force inquiries regarding the Pharmaceutical 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 Pharmaceutical Prime website Complete all assigned training Participate in special projects as assigned Partnering with GFS team to respond to inquiries and issues Qualifications: Bachelor's degree preferred or high school diploma A minimum of 2 years of 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 Proficient in Microsoft Office SAP knowledge preferred Hours: This is a hybrid position requiring 2-3 days onsite per week, with the potential for candidates to be onsite every Tuesday Must be located within reasonable commuting distance of one of the following cities (within 45 minutes): Collegeville, PA Memphis, TN Lake Forest, IL Shift Schedules: 8:00 AM - 4:30 PM EST 8:30 AM - 5:00 PM EST 9:00 AM - 5:30 PM EST
