Job Details

  • Title: Customer Service Representative
  • Code: RCI-19520-1
  • Location: Collegeville Pennsylvania (PA) 19426
  • Posted Date: 09/02/2020
  • Duration: 6 Months
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  Job Description

  • the Customer Service Representative serves as the face of company 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
  • Maintain a detailed working knowledge of company trade policies, SOPs, and standard business processes in order to respond to customer and sales force inquiries regarding the company 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
  • Support Sarbanes Oxley by adhering to internal controls
  • Redirect callers who require assistance from other departments
  • Initiate requests for new customer accounts and any account changes
  • Support the company Prime website
  • Complete all assigned training
  • Participate in special projects as assigned
  • Customer Service Rep experience required (highly prefer in Call Center + Pharma environment)
  • Education : HS diploma, *prefer some college - Associates or Bachelors
  • Highly prefer previous Call Center experience (in Pharma industry HUGE!)
  • Local candidates: position is expected to be fully on-site once COVID restrictions are lifted (in meantime, role is temporarily remote)