Customer Assistance Specialist

Job Description

When you’re part of the team at Thermo Fisher Scientific, you’ll do important work. And you’ll have the opportunity for continual growth and learning in a culture that empowers your development. With revenues of more than $40 billion and the largest investment in R&D in the industry, we give our people the resources and opportunities to make significant contributions to the world.

Location/Division Specific Information

In our Medical Communication Team, We deliver outstanding service. We work to improve patient health by supplying high-quality medical information services on behalf of our clients to patients, healthcare providers and other client stakeholders. We lead medical information inquiries, document adverse events and product complaints, support product launches, and help clients set up successful medical communications operations in a sophisticated, global environment.

Discover Impactful Work:

A Customer Assistance Specialist provides high quality customer service to client customers including consumers, healthcare professionals (HCPs), and client personnel. Identifies adverse events (AEs) and product complaints (PCs). Processes fulfillment (e.g., mail, fax, e-mail) and performs administrative responsibilities as needed.

A day in the Life:

• The working shift for this position is on a rotating schedule, 8 hours per day between the hours of 9AM - 8PM EST.

• Details interactions according to PPD and client guidelines. Identifies AEs events and PCs.

• Maintains knowledge of policies and procedures including client products, SOPs, protocols, GCPs, and all applicable regulatory requirements.

• Processes medical information request (e.g., fulfillment) via e-mail; fax and regular mail.

• Performs line checks and system verifications and generate reports.

• Performs other duties as assigned.

Keys to Success:

Education

• High School diploma / Secondary school diploma or equivalent and relevant formal academic /vocational qualification

Experience

• Previous experience that provides the knowledge, skills, and abilities to perform the job (comparable to at least 2 years) or equivalent combination of education, training, & experience

• Good to Excellent English Communication Skills

• In some cases an equivalency, consisting of a combination of appropriate education, training and/or directly related experience, will be considered sufficient for an individual to meet the requirements of the role.

Knowledge, Skills, Abilities

• Excellent organizational skills

• Strong attention to detail

• Ability to balance multiple tasks

• Effective verbal and written communication skills

• Excellent problem-solving skills

• Excellent language skills (comprehension, speaking, reading and writing); Proficiency skills in a second language may be required

• Excellent computer and keyboarding skills

• Time management skills

• Excellent interpersonal skills

• Ability to work in a team environment and/or independently as needed

• Proven confidence and initiative

• Flexibility

Physical Requirements and Working Environment:

Thermo Fisher Scientific values the health and well-being of our employees. We support and encourage individuals to build a healthy and balanced environment where they can thrive. Below is listed the working environment/requirements for this role:

• Ability to access and use a variety of computer software developed both in-house and off-the-shelf

• Ability to communicate information and ideas so others will understand; with the ability to listen to and understand information and ideas presented through spoken words and sentences

• May interact with others, relating and capturing critical information. Interaction includes diverse groups

• Works with mentorship or reliance on oral or written instructions from management. May require periods of driven concentration

• Performs a wide range of variable tasks as instructed by variable demands and changing conditions with little predictability as to the occurrence.

Our Mission is to enable our customers to make the world healthier, cleaner and safer. Watch as our colleagues explain 5 reasons to work with us. As one team of 100,000 colleagues, we share a common set of values - Integrity, Intensity, Innovation and Involvement - working together to accelerate research, solve complex scientific challenges, drive technological innovation and support patients in need. #StartYourStory at Thermo Fisher Scientific, where diverse experiences, backgrounds and perspectives are valued.

Apply today! http://jobs.thermofisher.com

Thermo Fisher Scientific is an EEO/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status.

Accessibility/Disability Access

Job Seekers with a Disability: Thermo Fisher Scientific offers accessibility service for job seekers requiring accommodations in the job application process. For example, this may include individuals requiring assistance because of hearing, vision, mobility, or cognitive impairments. If you are a job seeker with a disability, or assisting a person with a disability, and require accessibility assistance or an accommodation to apply for one of our jobs, please submit a request by telephone at 1-855-471-2255*. Please include your contact information and specific details about your required accommodation to support you during the job application process.

• This telephone line is reserved solely for job seekers with disabilities requiring accessibility assistance or an accommodation in the job application process. Messages left for other purposes, such as not being able to get into the career website, following up on an application, or other non-disability related technical issues will not receive a response.