Job Details

  • Title: Customer Service Representative
  • Code: RCI-SA-9549001
  • Location: Bridgewater New Jersey (NJ) 08807
  • Posted Date: 09/11/2019
  • Duration: 2-4 Months
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  Job Description

To provide compassionate, knowledgeable and efficient service to consumers and healthcare providers to maintain and enhance the use and prescribing of products. The CS Representative is a critical role responsible for providing resolutions to customer inquiries from multiple channels as well as data capture for customer trending and product issues. The team also manages a variety of tools and projects to ensure accurate and efficient service delivery.

  • Act as contact for customer account inquiries via multiple contact center channels 
  • Professionally resolve customer complaints including report key issues surfaced by customers of significant businessimpact through CS Voice of the Customer (VOC)
  • Capture customer inquiries in Siebel database with high level of accuracy
  • Manage customer inquiries within established policies, procedures, standards, and workflows; inquiry resolution may include any combination of (but not limited to) verbal response, written response, triage, fulfillment, order processing, and escalation
  • Function as a liaison between internal departments and external customers
  • Maintain a high knowledge of products, policies, procedures, contacts, and the pharmaceutical industry; maintain practice of thorough documentation and proofreading
  • Perform processing within SAP system to fulfill account requests
  • Execute proper handling of Product Technical Complaints and Adverse Events compliantly
  • Utilize knowledge management system to ensure responses are current and consistent
  • Demonstrate role-specific competencies on a consistent basis
  • Experience and complete proficiency in Microsoft Office Suite including Word, Excel, some PowerPoint, and Outlook required
  • Must be proficient in both verbal and written English
  • Ability to work effectively and efficiently in a fast-paced work environment
  • Ability to communicate clearly and concisely both in writing and verbally
  • Deal with people based on fact and within policies and procedures established
  • Maintain flexibility and organization through changing pace and workload