What are the responsibilities and job description for the Customer Experience Admin Support position at PharmaLink, Inc?
JOB DESCRIPTION
JOB TITLE : Customer Experience Admin Support
DEPARTMENT : 400 - Finance
REPORTS TO : Customer Experience Manager
JOB SUMMARY : The Customer Experience Admin Support representative works closely with the Authorization, Policy Management and Customer Solutions teams. This person's job duties will be based on current workload within the 3 teams and will assist with requesting authorizations, returns good policies while supporting our internal and external customer issues and questions.
DUTIES AND RESPONSIBILITIES :
- Proactively source latest return goods policies ("RGP")
- Evaluate return goods policy deviations and act to either correct policy grid or work with manufacturer / wholesaler to initiate corrections. Work must be undertaken to agreed SLA and documented in JIRA Ticket System.
- Able to manage individual workload to ensure the timely and compliant accomplishment of project deadlines and accurate internal and external client deliverables.
- Take calls and / or emails from customers, create tickets and resolve requests.
- Submit requests for return authorizations to assigned manufacturers and processors. Depending on the manufacturer, Return Authorizations may be obtained via internet online request or email request.
- Performs other related duties as assigned by management.
- Provide Receptionist coverage for lunches, breaks and / or call outs as needed.
PharmaLink reserves the right to revise or change job duties and responsibilities as the need arises.
Note : Please submit your request in writing to Human Resources if you wish to discuss reasonable accommodations to help you perform the essential functions of this job.
Requirements
JOB REQUIREMENTS / QUALIFICATIONS
Proficient with MS Outlook, Advanced Word, Advanced Excel and Adobe Acrobat
Ability to identify, analyze, and suggest solutions for problems, customer complaints, and client concerns.
Good organizational skills and the ability to multitask on several projects simultaneously and work independently.
Responsible for special projects as assigned by Policy Management.
Excellent interpersonal relationship skills.
Works closely with other departments to ensure overall success withing the Customer Experience team.
Adherence with PharmaLink's Professional Standards and Expectations.
Very detail orientated with 2-3 years related experience working directly with Clients and accuracy inputting data.
EXPERIENCE REQUIRED
1-2 years PharmaLink or industry experience or 2-3 years' experience in a customer service.
PHYSICAL REQUIRMENTS :
Requires light physical activity performing non strenuous daily activities of an administrative nature as well as periods of prolonged sitting.
RELATIONSHIPS :
In performing the above responsibilities, the Policy Specialist maintains the following relationships :
The incumbent is accountable to the Customer Experience Manager for interpreting and fulfilling the above responsibilities.
Works closely with all Departments.
As a service organization with a commitment to quality, it is the responsibility of each employee to maintain accurate and professional demeanor with colleagues and customers.
