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Client Services Support Associate

2 months ago

Somerset, United States Knipper HEALTH Full time
Job Summary

We are seeking a highly skilled Client Services Support Associate to join our team at Knipper HEALTH. As a key member of our client services team, you will be responsible for administering and supporting sample programs, ensuring compliance with regulatory requirements, and providing exceptional customer service to our clients.

Key Responsibilities
  • Administer and support sample programs, ensuring compliance with regulatory requirements, 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, monitoring 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
Requirements
  • High School degree required, Associate's 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
Physical Demands

Location of job activities 100% inside

Extensive manual dexterity (keyboarding, mouse, phone)

Regular use of phone for communication

Noise and/or vibrations exposure

Frequently reach (overhead), handle, and feel with hands and arms

Sit for prolonged periods of time

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Knipper Health is an equal opportunity employer.