Job Description

*Pay rate: ***/hr
*Temp to Perm: This is possible based on openings and workers performance. Temp assignment is anywhere between 6 and 12 months.
*Fully Onsite

*Training Shift Schedule: 30 to 60 working days. Day shift Monday Friday 8:30a 5:00p with 30 minute lunch

*After Training Shift Schedule: Monday Friday 3:30p 12:00a with 30 or Monday Friday 3:30p 12:30a with 1 hour, lunch on a consistence bases.

Screenings:
Basic Background
10 Panel Drug test

The following are the qualifications we discussed that candidates must have to be considered for the role.
The target candidate will have experience working with web applications, managing customer data, and troubleshooting issues.
Experience in Customer Relations Management, Planning, Distribution and Logistics, and Sales
Specialized or Technical Knowledge with SAP, Manhatten and TraceLink applications
Strong knowledge of SAP
Company/Industry Related Knowledge: Understanding of generic pharmaceutical industry preferred
3+ years corporate customer service/call center experience. Preferred 3 years but can consider someone with 2 years of experience.


As part of the *** Customer Service team a varied skill set consisting of friendly customer service skills, technical comprehension, interpersonal skills and time management are needed to be successful. The Customer Service Sr. Specialist is responsible for triaging and managing calls from *** Trading partners. The incumbent is responsible for intake of non-medical product packaging complaints associated with DSCSA, Drug Quality and Security Act. Review of product and shipping information with the trading partner to resolve complaints quickly will be primary focus. The incumbent will communicate effectively information related to product complaints, and compile reports to support internal dissemination of that detail. The target candidate will have experience working with web applications, managing customer data, and troubleshooting issues. Candidate must have the ability work under minimal supervision and in accordance with established procedures and regulatory requirements.

Answer phone calls and e-mails associated with monitoring complaints associated with DSCSA compliance.
Support resolution of discrepancies surrounding product complaints.
Resolve issues and escalate in timely manner
Collaborates with Quality Assurance to investigate and disposition.
Interact with 3rd party vendor to ensure *** clients receive the highest level of customer satisfaction
Provide compliance data and paper documents to client
Provide information regarding all product and shipment inquiries, and route contacts to appropriate departments when required.
Capture complaints in electronic system for reporting and escalation
Provide feedback on issues that are commonly occurring.
Manual order entry of drop shipments
Track shipments
Assigned projects
Qualifications

Education Required: HS Diploma or GED required

Education Preferred: Bachelors Degree preferred

Experience Required:
3+ years corporate customer service/call center experience
Experience answering and assigning a large volume of phone calls in a call center environment.
Experience Preferred:
Experience in Customer Relations Management, Planning, Distribution and Logistics, and Sales
Specialized or Technical Knowledge with SAP, Manhatten and TraceLink applications
Licenses, Certifications needed:
Strong Knowledge of Microsoft Office
Strong knowledge of SAP
Functional Knowledge:
Company/Industry Related Knowledge: Understanding of generic pharmaceutical industry preferred
Job-Specific Competencies
Ability to follow operational processes
Focus on details in a compliance environment
Establishes and maintains effective relationships with customers and gains their trust and respect
Drives to secure best in class service
Actively seeks and includes customer feedback and perspective in our thinking and approaches
Demonstrates good written and oral communication skills as well as the ability to present ideas articulately
Develops clear, concise reports and recommendations with minimal guidance
Follows up with internal and external customers to ensure action is taken on recommendations and opportunities
Presents technical information in a clear, understandable manner
Listens effectively and understands customer needs
Recognizes and diagnoses problems quickly and identifies appropriate solutions.
Involves others in diagnosing organizational needs and designing solutions.
Makes informed, rational decisions and recommendations and takes accountability for them

LanceSoft