Client Services Support Associate

Overview

YOUR PASSION, ACTIONS & FOCUS is our Strength

Become one of our Contributors

Join the KnipperHEALTH Team!

The  Client Services Support Associate  is responsible for administering and supporting Sample Programs, while ensuring programs remain in complete compliance with the Prescription Drug Marketing Act (PDMA), client business rules and internal Standard Operating Procedures (SOPs).  The  Support Associate  will create and maintain relationships with internal and external stakeholders in support of the assigned programs.

Works under direct supervision of the Account Manager / Sr. Account Manager and is responsible for day-to-day tasks for assigned client programs.

Hybrid role based out of Somerset, NJ office

Responsibilities

• Support productivity and efficiency for the client programs, while ensuring all work is completed accurately and within the confines of the Statement of Work (SOW), client business rules / deadlines, internal Standard Operating Requirements (SOPs) and PDMA Regulations.
• Assist in the maintenance and updating of all client documentation.
• Support creation of Client program documentation and system set up needed in order to ensure systems, financial and details are running and stored correctly.
• Provide internal / external clients with email, fax, and phone support as required by program.
• Monitor and support all inventory tasks and operations. This includes but is not limited to reconciliations, monitoring inventory levels, and tracking back-order situations.
• Monitor and review sales representatives sampling activities and sample transaction data via the Sample Accountability System if applicable.
• Review and monitor daily orders, reports and files required by assigned clients.
• If a Sample Accountability Program, support the generation, rep interactions, forms and reporting for all reconciliations activities and services.
• Support the coordination of 3rd party field audits for sales representative, and issue program instructions to external PDMA auditors in adherence with client business rules and / or SOP’s if applicable.
• Support daily tasks required including but not limited to data entry / management of forms, troubleshooting, and resolving system issues, and running / sending client reports.
• Report compliance-related issues in a timely manner to the client contact and internal Regulatory and Compliance Department, following the FDA schedule and client business rules.
• Pro-actively communicate all anticipated program changes and opportunities to the Manager and / or Program lead.
• Support and resolve outstanding Acknowledgement of Content (AOC) or Signature Verification Letters (SVLs)
• Support internal Quality Events (QE) and provide necessary and timely follow-up
• Serve as back-up for Sr. Support Associate

The above duties are meant to be representative of the position and not all-inclusive.

Qualifications

Education / Training :   High School degree required, Associate’s degree desirable, however equivalent certificate training and / or experience will be considered.

Related Experience :   Approximately one year experience in a customer service environment.

Knowledge, Skills & Abilities :

PHYSICAL DEMANDS :

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Knipper Health is an equal opportunity employer.