Job Description : 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
• 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 :

• The Client Sales Reps
• Collections / AR

QUALIFICATIONS :

Bachelor's 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.

• Hybrid (2-3 days onsite)

Must be located within reasonable commuting distance (within 45-min)

• Collegeville, PA
• Memphis, TN
• Lake Forest, IL

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.

Must have reliable internet service. Please ensure candidates have adequate internet speeds (Not Hotspot)

Interview Process

15-min Teams (no Video)

30-min Teams (with Camera), possible panel

Position Comments visible to Supplier : Shifts schedule :

• 8-4 : 30 EST
• 8 : 30-5 EST
• 9-5 : 30 EST

Duration : 22-wks (possibility to extend)

Last updated : 2024-05-21