Customer Service Specialist - ONSITE ROLE

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