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Associate Account Support

East Hanover, NJ 07936

Posted: 09/13/2023 Employment Type: Contract Job Category: Customer Service Job Number: 578121 Is job remote?: No Country: United States

Job Description

Job Purpose:

The Associate Account Support role is responsible to complete customer support activities including but not limited to product administration scheduling, associated order management and delivery for Radioligand therapies (RLT) primarily via phone and email. Major Accountabilities
  • Complete customer support activities including but not limited to product administration scheduling, associated order management and delivery
  • Answer questions from  field associates to provide support to customers
  • Effectively leverage internal systems for ongoing case management which includes phone and email outreaches, case documentation, and customer inquiry/request resolution.
  • Partner with cross-functional stakeholders to provide accurate and timely customer feedback
  • Handle interactions and/or cases (with appropriate escalation) as it pertains to navigating product ordering and delivery
  • Follow protocols for responding to customer inquiries across communications (e.g., phone, chat, fax, iSMS / text, mail, and e-mail) in a prompt and courteous manner
  • Prepare proper documentation, and notifications; perform proper escalation, tracking, and follow-up
  • Adhere to all applicable Working Practice Documents (WPDs), Work Instructions (WIs) and Compliance Guidelines
  • Ability to work the scheduled work hours, which generally will be an 8.5-hour shift with two paid rest breaks and an unpaid lunch break
  • Ability to complete all calls once they have begun to ensure no interruption of service.
  • This position will require holiday support for CS team

Ideal Background (State the preferred education and experience level)

Education (minimum/desirable): Bachelor's degree required Languages: Fluent English, other languages desirable Experience: * 1+ years of progressive business experience in the biopharmaceutical industry with broad understanding of pharmaceutical sales, marketing, customer and patient services
  • Ability to manage multiple projects and consistently meet deadlines
  • Strong interpersonal and time management skills, and an ability for productive collaboration across varying departments
  • Detail oriented problem solver who can make clear-headed decisions while under pressure
  • Strong written and verbal skills
  • Proficient in PowerPoint and Excel, telephony and navigating systems related to product ordering and case management preferred
  • Ability to work a flexible staggered schedule (early mornings/ later evenings)
  • Oncology experience preferred

Leadership Competencies
  • Problem solving
  • Detail oriented
  • Customer/patient-centric mindset
  • Strong written and verbal communication skills
Pay Rate: $45.75- $60.49
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