Job Description
Overview
Customer Support Services (CSS) is the centralized customer service function for the U.S. Customer Experience team managing sales on behalf of several of our client’s franchises within the Medical Device and Pharmaceutical segments.
The Associate, CSS, position is responsible for providing superior, front-line customer service to domestic and international internal and external customers, in a professional and timely fashion. The key activities include identifying and communicating product expiration for the COVID-19 vaccine to customers
Responsibilities
Day-to-Day Activities: This role has direct interaction with our external customers (hospital, distributor) and internal customers (field sales), daily. All interactions with our customers are to be handled in a professional, helpful and timely fashion to ensure the highest level of customer satisfaction and ensuring attention to compliance requirements. Daily activities include:
Identifying and providing Expiration date information for Covid Vaccine.
Responsible for front-line inquiry/service complaint management
*Any inquiry or service complaint should be transferred to the appropriate team.
*All work done in compliance to department SOPs and SOX.
*Notifies appropriate parties (e.g., CSR’s, customers, Franchises, etc.) of process, inquiry
updates/changes or service requests as appropriate.Adheres to quality controls process and service quality guidelines.
Perform job duties in a way that meets or exceeds individual performance metrics established by the Customer Service organization in support of exceptional customer experience (e.g. not-ready time, call quality, schedule adherence) and exemplifies the client’s Global Leadership Profile.
Remain current with and apply internal and operating companies’ policies & procedures.
Contribute to and promote harmony, growth and teamwork within the Customer Service organization.
Completes required compliance/assigned training by required due date.
Performs other related duties as required.
Performs quality – related functions as required: fostering quality improvement ideas and projects, developing an end-to-end Supply Chain mindset, and building a proactive quality-minded culture.
Qualifications
Minimum Education Required: High School Diploma or equivalent
Preferred Education: 2 Year Degree (Medical, Technical or Business Focus)
Minimum Experience Required:
1-3 years’ experienceSkills Required:
• Business Acumen (Results and Performance Driven): Demonstrates an understanding of the supported franchises and business processes needed to achieve results. Understands relevant products and applies this knowledge to day-to-day responsibilities.
• Communications (Collaboration & Teaming): Effectively uses listening, verbal, and written skills to share information and achieve desired outcomes in a professional manner.
• Customer Focus (Results and Performance Driven): Demonstrates an understanding of the needs of the sales organization and of external customers to ensure field and customer satisfaction.
• Development and Goal Setting (Organization & Talent Development): Collaborates with supervisor to identify strengths and development areas and implement personal development plan. Accepts constructive feedback and participates in continuous learning.
• Flexibility and Innovation (Self-Awareness & Adaptability and Prudent Risk Taking): Demonstrates flexibility and implements innovative ways to enhance the way work is done.
• Planning and Organization (Big Picture Orientation with Attention to Detail): Organizes the workspace, prioritizes activities and manages time effectively to achieve goals.
• Problem Solving (Sense of Urgency, Intellectual Curiosity, and Prudent Risk Taking): Identifies and analyzes problems, issues and situations. Identifies solutions and follows through to assess progress and ensure positive results.
• Teamwork (Collaboration and Teaming): Builds professional relationships across functions and sites with internal and external partners and collaborates to achieve shared goals.
• Information and Technology (Intellectual Curiosity): Information and Technology (Intellectual Curiosity): Effectively uses job related information technology and tools to achieve results. Thorough working knowledge to utilize the appropriate systems to achieve business requirements.
Company management reserves the right to add, delete or otherwise alter assigned duties at any time. The minimum qualifications listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.