Title : Customer Service Specialist II
Location : North Wales, PA
Duration : 6 -12 months (Temp to Perm)
Pay Rate : $21.00 / hr on w2
2nd shift (Initial two months training will be in the 1st shift)
- 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.
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 in Customer Relations Management, Planning, Distribution and Logistics, and Sales
- Specialized or Technical Knowledge with SAP, Manhatten and TraceLink applications
IMPORTANT EXPERIENCE NEEDED :
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.
Job Description
- As part of the client 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 client 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 client 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 / Bachelor’s Degree 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.
10 days ago