Customer Service Representative (Healthcare/Pharma)

Job Description

• As the initial point of contact, the Customer Service Representative serves as the face of our vaccine and hemophilia customers, including but not limited to health care professionals, home health facilities, specialty distributors, and government entities.
• The Customer Service Representative supports not only customers but also sales force members and other internal stakeholders.
• Manage customer orders and inquiries by serving as the initial point of contact for customer telephone calls, consistent with product or brand specific requirements
• Remain available to answer incoming calls at a rate consistent with metrics set by customer service management team
• Support the logistical complexities of COVID vaccine by handling customer calls and email interactions
• Partnering with Quality/Controlant and Transportation team on any temperature deviations or delivery issues.
• Assist customers as they make credit card payments and issue resolution according to business rules and policies
• Support vaccine and hemophilia initiatives - contracting, pricing, customer intelligence and reporting etc.
• Maintain a detailed working knowledge of trade policies, SOPs, and standard business processes in order to respond to customer and sales force inquiries regarding the Trade Policy, Return Policy, shipping practices, invoice terms, product availability information, accepting credit card payments when appropriate, and product-specific order handling guidelines
• Handle customer contacts in a professional, diplomatic, and empathetic manner, as defined in quality monitoring guidelines
• Must stay abreast of changes in scripts, procedures and products
• Support Sarbanes Oxley by adhering to internal controls
• Redirect callers who require assistance from other departments
• Initiate requests for new customer accounts and account changes
• Support customer inquiries/issues regarding Prime website
• Complete all assigned training
• Participate in special projects as assigned
• Partnering with GFS team to respond to inquiries and issues
• Shifts schedule: 8-4:30 EST, 8:30-5 EST, 9-5:30 EST
  
  

Qualifications

• High school diploma/Equivalent with 2 years Customer Service experience.
• Ability to remain professional and courteous with customers at all times
• Excellent verbal and written communication skills
• Ability to multi-task, prioritize and manage time effectively
• Proven problem-solving ability
• Proficient in Microsoft Office
• SAP knowledge preferred
• Minimum Years 2 years CS experience in remote setting.
• Communication skills
• Analytical skills
• Organizational skills
• Must have reliable internet service.
• Professionalism
• Quick Learner
  
  

Benefits

Healthcare Insurance: Synectics offers eligible employees and their dependents healthcare coverage through BlueCross BlueShield of Illinois. Eligibility begins on the 1st day of the calendar month following 60 days of continuous full time employment with Synectics. Premiums are subsidized by Synectics.

Dental Insurance: Synectics offers eligible employees and their dependents a dental plan through MetLife. Eligibility begins on the 1st day of the calendar month following 60 days of continuous full time employment with Synectics.

Vision Insurance: Synectics offers eligible employees vision insurance through VSP. Eligibility begins on the 1st day of the calendar month following 60 days of continuous full time employment with Synectics.401(k) Plan: The Synectics Inc. Investment Savings Retirement Plan. Synectics offers all employees who are 21 years of age or older the opportunity to invest in the 401(k) Plan on the first enrollment date that is at least 30 days after employment begins. Enrollment dates are each January 1st, April 1st, July 1st, and October 1st.

Technical Certification Bonus: Synectics is pleased to award its employees a bonus of up to $500 for an approved professional certification. In determining the bonus amount, Synectics will consider the cost of the test(s) for any certification relating to your current position, achieved during your employment with us. Only one Certification Bonus per calendar year may be awarded per employee. Only current, active employees will be eligible to receive this bonus. It will be awarded 90 days after the Synectics office has received documentation confirming the successful completion of the certification.

Synectics is an equal opportunity employer.