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Client Services Support Associate

2 months ago

Somerset, United States Knipper HEALTH Full time
Overview

At Knipper HEALTH, we're seeking a highly skilled and detail-oriented Client Services Support Associate to join our team. As a key member of our Client Services department, you will play a critical role in ensuring the success of our Sample Programs.

Responsibilities
  • Administer and support Sample Programs, ensuring compliance with the Prescription Drug Marketing Act (PDMA), client business rules, and internal Standard Operating Procedures (SOPs).
  • Create and maintain relationships with internal and external stakeholders to support assigned programs.
  • Work under direct supervision of the Account Manager/Sr. Account Manager, responsible for day-to-day tasks for assigned client programs.
  • Support productivity and efficiency for client programs, ensuring all work is completed accurately and within the confines of the Statement of Work (SOW), client business rules/deadlines, internal SOPs, and PDMA Regulations.
  • Assist in the maintenance and updating of all client documentation.
  • Support creation of Client program documentation and system setup needed to ensure systems, financials, and details are running and stored correctly.
  • Provide internal/external clients with email, fax, and phone support as required by program.
  • Monitor and support all inventory tasks and operations, including reconciliations, inventory levels, and tracking back-order situations.
  • Monitor and review sales representatives' sampling activities and sample transaction data via the Sample Accountability System if applicable.
  • Review and monitor daily orders, reports, and files required by assigned clients.
  • Support the coordination of 3rd party field audits for sales representatives and issue program instructions to external PDMA auditors in adherence with client business rules and/or SOPs if applicable.
  • Support daily tasks, including data entry/management of forms, troubleshooting, and resolving system issues, and running/sending client reports.
  • Report compliance-related issues in a timely manner to the client contact and internal Regulatory and Compliance Department, following the FDA schedule and client business rules.
  • Pro-actively communicate all anticipated program changes and opportunities to the Manager and/or Program lead.
  • Support and resolve outstanding Acknowledgement of Content (AOC) or Signature Verification Letters (SVLs).
  • Support internal Quality Events (QE) and provide necessary and timely follow-up.
  • Serve as back-up for Sr. Support Associate.
Qualifications
  • High School degree required, Associates degree desirable, however equivalent certificate training and/or experience will be considered.
  • Approximately one year experience in a customer service environment.
  • Exceptional interpersonal and communication skills (verbal and written).
  • Exceptional customer service skills.
  • Ability to use sound judgment, remain flexible, maintain professionalism, and re-establish priorities in a deadline-driven environment.
  • Proficiency in Microsoft Outlook, Excel, Word, and Power-Point.
  • Ability to trouble-shoot, problem-solve, and formulate recommendations for solutions.
  • Time management skills with aptitude to multitask across various clients, projects, and internal departments with changing priorities.
  • Ability to work in a team environment and independently with all levels of the organization.