Customer Alliance Support

Location: US Remote

Summary: 

This position is the first point of contact for internal and external customers and patients.  Associates will provide product support and deliver a premium level of service.  Outbound and inbound telephone communication is key in relationship building with our customers.  This enables us to generate sales of products and support as a “best in class” product and service company.

 

Qualifications: 

  • Primary interface between patients, customers/vendors, internal departments and worldwide contacts
  • Respond to high volume of inbound inquiries, complaints and order requests via telephone, email and fax correspondence
  • Accurately process orders. Expedite the delivery of products for patients when required. Review open orders on a daily basis.
  • Accurate and thorough documentation of all complaints and drug inquiries. Escalate to Customer Alliance Manager, Quality Manager and VP of Operations & Regulatory as needed.
  • Coordinate with Customer Alliance Manager, warehouse teams, accounting team and other departments to ensure order fulfillment is timely within 48 hours of processing the order.
  • Answer and educate internal and external customers regarding Products with strict adherence to FDA guidelines
  • Support all programs and projects including clinical trials and other product development programs.
  • Support and promote our online ordering system
  • Proactively communicate with a target list of open territories. The goal is to build relationships and rapport that lead to improved loyalty to products
  • Support Territory Managers with customer information, contacts and feedback as needed
  • Collaborate with Territory Managers on current customer relationships, orders, contacts and account updates
  • Generate and provide feedback to the Manager on a daily basis 

Education and Experience:

  • Associates Degree or equivalent experience 
  • 2-5 years experience in Customer Service/Call Center environment
  • Bilingual in Spanish a plus
  • Strong working knowledge of Microsoft Office (Outlook, Excel, Word, etc)
  • SAP and/or CRM experience preferred or other intermediate usage of database experience required
  • Experience providing customer support via phone, email, and web forums
  • Successful sales and/or customer service call center experience
  • Facilitate problem resolution and offer solutions
  • Excellent analytical, communication (verbal and written) and interpersonal skills
  • Solid organization and planning skills that display quality mindset and work habits
  • Professional telephone etiquette
  • Clear, articulate communication
  • Understand the sales distribution process and channels for products
  • Ability to follow simple and complex work instructions and actively listen
  • Ability to read and comprehend product information, and strict adherence to FDA regulations
  • Ability to handle challenging calls in professional, calm manner
  • Ability to handle changes to existing policies and procedures as needed
  • Must be able to multitask and work in an extremely fast paced environment
  • Contribute positively to morale, and discourage negative non-productive behaviors
  • Work independently and within a close team environment