Duration & Type: 9 months Contract with a major pharmaceutical industry client
Location: Summit, New Jersey
Responsibilities:
- Earn the trust and confidence of customers by assuming ownership of the customer experience, making adjustments to strengthen customer touch points and interpersonal skills
- Assess, prioritize and process account requests for end customers and sales partners
- Possess a broad mastery of service and administrative functions, including in-depth knowledge of product features, contracts and administrative systems
- Monitor overall customer service experience to proactively identify gaps and recommend improvements
- Possess in depth knowledge of business operation systems, workflows and downstream impacts
- Demonstrate commitment to continuous improvement by identifying system or process issues and driving remediation
- Operate at a high level to consistently meet or exceed business unit quality and productivity standards
- Assist with peer-to-peer coaching and education as it relates to routine, specialty or product features, contracts or administrative systems
- Collaborate on cross functional projects and special assignments, acting as subject matter expert and department liaison
- Partner with leadership team to create/maintain department procedures and training materials
- Model and be a change champion to move the organization forward in support of strategic goals and objectives
- Operate with a high degree of discretion and apply independent decision making, with the ability to think outside the box and take calculated risks
- Model behavior that builds relationships with sales partners and end customers to develop loyalty and enhance customer experience
- Work independently with minimal direction, seeking guidance as needed.
Required:
- Experience in high touch customer service environment preferred
- Excellent verbal and written communication skills and ability to craft internal and sales facing memos and documentation
- Expert proficiency in supporting a variety of business processes/products
- Able to achieve superior quality and productivity results in multiple functions
- Excellent organizational skills and attention to detail across a variety of tasks
- Demonstrate ownership and follow through when reviewing workflows, exceptions and anomalies and offer practical solutions
- High level of discretion and independent decision making with minimal leadership assistance
- Proficiency in Outlook, Microsoft Word and Excel and PowerPoint presentations preferred
- Education: College Degree required.
For consideration, please send resume to [email protected]
