Customer Care Specialist
Job description
As part of a world-class Global Customer Care Department, the Customer Care Specialist is responsible for ensuring the good standing of our order-to-cash processes, cultivating and maintaining favorable contact with key and major accounts of the organization in assigned areas or territories and supporting account servicing and management. Thanks to their attention to details, company system proficiency and soft communication skills, the Customer Care Specialist will conduct customer interactions establishing trustworthy relationships with Therakos Customers and process all transactions per the department KPIs (Sales Orders, Credit Memos, Service Billing). The CCS, Capable of anticipating needs from customers and with a fast-problem-solving mindset, will be a key team player and interact extensively with the other field-facing functions (i.e. Sales, Clinical Trainers, Technical Engineers and MSLs) to deliver the best and aligned Customer Experience, sometimes representing themselves the voice to the customer.
Job requirements
Education / Experience / Skills:High School Diploma / College Degree (bachelor’s in business, legal, or equivalent work experience).2 years of experience in a pharmaceutical environment (call center experience is a plus).Proficiency in MS Office programs (Excel, Word, PowerPoint) and contract/tender management software (e.g., NetSuite, SmartSheet).Experience with computer-based enterprise systems.Strong process-centric thinking and analytical/problem-solving skills.Good decision-making skills and attention to detail.Flexible working all shiftsAbility to work independently and as part of a team, collaborating with other functional areas.Good interpersonal skills and ability to work in a team environment.
Job responsibilities
Telephony and Email first point of contactEnsure triage and check of incoming calls / emails and record them into our ERP systemRefers complaints of product or service failure to appropriate departments for investigationAnswers customer’s questions regarding product operations Coordinates customer’s needs and other departments as required ensuring excellent customer serviceProactively Communicates directly with new and existing customers or clients on a regular basis by phone or email to provide information and to ensure the best service possible Order-To-Cash process management / account management for US and CA, and management of external business partners:Customer order-to-cash activities managementFirst point of contact for non-technical questions related to orders, price, and credits for internal & external stakeholdersWork with internal stakeholders to resolve customer questions and issuesProcess orders on daily basis with our 3PLEnsure orders are fulfilled and invoices are sent daily to customers, and ensure invoices are sent to customers dailyLiaise with 3rd party logistics service provider daily to ensure customer receive their orders in due timeRecord and track any supply complaints and work with 3PL to get them resolvedEnsure all account receivable requests are handled in a timely manner to allow customer to pay their invoice (request for copies of documents, invoice disputes)Issue credit notes upon reception of relevant confirmation from the Product Support TeamIssue corrective documents in case of supply complaints and coordinate product return to 3PLArchive all documents as per the compliance guidelinesCustomer care process developmentIdentify gaps in the current process landscapeDevelop cross-functional processes to improve customer care deliveryFirst point of contact for the product return process and manage the product returnCoordinate and manage the service and rental billing of our customersInstallation process coordination & Instrument Service Order DispatchCoordinate the delivery, installation, and training for new instruments between sales, logistics, finance, technical & clinical serviceEnsure pay per call services are billed as per the company KPIs Systems: Support data integration processes between commercial, finance, information technology, service and technical teams into a consolidated customer master and data warehouse. Master data management and quality control in the ERP environment and related databases to ensure data integrity and synchronization with external partners Liaise with Systems administrators and reporting for any system issuesSystem metrics analysis: finding areas of improvement through our data Others:Actively participate in the creation and amendment of Work Instructions and Standard Operating Procedures for the departmentMay be required to work in special projects and support team via research, tracking, schedule coordination, mailing, and internal reportsMeet our SLAs Demonstrates complete knowledge of company’s policies, products and services. May visit premises to address customer issuesAssist in training new employees and facilitate training to other departments or areas as necessary
Job benefits
Organizational Relationship/Scope:This position will report to the Customer Care Regional Lead. The position will work closely with internal and external stakeholders such as Technical Services, Clinical Services, regional Sales Manager, Sales team and Finance teams. Working Conditions:This is a role based in the Radnor, PA area, with occasional travel up to 10% as needed by the company. A hybrid work from home model may be considered.Job Benefits:
Medical, Dental, Vision
Insurance
Life/AD&D
Short- and Long-Term
Disability
401(K) with large company
match
Health Saving Account (HSA)
and Flexible Spending Account (FSA) with company match
Wellness Program
Employee Assistance Program
(EAP)
Generous Paid Time Off (PTO)
Disclaimer: The
included statements are intended to describe the general nature and level of
work being performed by employees assigned to this classification. They are not
intended to be construed as an exhaustive list of all responsibilities, duties
and skills required of employees assigned to this position.
Apply Now
As part of a world-class Global Customer Care Department, the Customer Care Specialist is responsible for ensuring the good standing of our order-to-cash processes, cultivating and maintaining favorable contact with key and major accounts of the organization in assigned areas or territories and supporting account servicing and management. Thanks to their attention to details, company system proficiency and soft communication skills, the Customer Care Specialist will conduct customer interactions establishing trustworthy relationships with Therakos Customers and process all transactions per the department KPIs (Sales Orders, Credit Memos, Service Billing). The CCS, Capable of anticipating needs from customers and with a fast-problem-solving mindset, will be a key team player and interact extensively with the other field-facing functions (i.e. Sales, Clinical Trainers, Technical Engineers and MSLs) to deliver the best and aligned Customer Experience, sometimes representing themselves the voice to the customer.
Job requirements
Education / Experience / Skills:High School Diploma / College Degree (bachelor’s in business, legal, or equivalent work experience).2 years of experience in a pharmaceutical environment (call center experience is a plus).Proficiency in MS Office programs (Excel, Word, PowerPoint) and contract/tender management software (e.g., NetSuite, SmartSheet).Experience with computer-based enterprise systems.Strong process-centric thinking and analytical/problem-solving skills.Good decision-making skills and attention to detail.Flexible working all shiftsAbility to work independently and as part of a team, collaborating with other functional areas.Good interpersonal skills and ability to work in a team environment.
Job responsibilities
Telephony and Email first point of contactEnsure triage and check of incoming calls / emails and record them into our ERP systemRefers complaints of product or service failure to appropriate departments for investigationAnswers customer’s questions regarding product operations Coordinates customer’s needs and other departments as required ensuring excellent customer serviceProactively Communicates directly with new and existing customers or clients on a regular basis by phone or email to provide information and to ensure the best service possible Order-To-Cash process management / account management for US and CA, and management of external business partners:Customer order-to-cash activities managementFirst point of contact for non-technical questions related to orders, price, and credits for internal & external stakeholdersWork with internal stakeholders to resolve customer questions and issuesProcess orders on daily basis with our 3PLEnsure orders are fulfilled and invoices are sent daily to customers, and ensure invoices are sent to customers dailyLiaise with 3rd party logistics service provider daily to ensure customer receive their orders in due timeRecord and track any supply complaints and work with 3PL to get them resolvedEnsure all account receivable requests are handled in a timely manner to allow customer to pay their invoice (request for copies of documents, invoice disputes)Issue credit notes upon reception of relevant confirmation from the Product Support TeamIssue corrective documents in case of supply complaints and coordinate product return to 3PLArchive all documents as per the compliance guidelinesCustomer care process developmentIdentify gaps in the current process landscapeDevelop cross-functional processes to improve customer care deliveryFirst point of contact for the product return process and manage the product returnCoordinate and manage the service and rental billing of our customersInstallation process coordination & Instrument Service Order DispatchCoordinate the delivery, installation, and training for new instruments between sales, logistics, finance, technical & clinical serviceEnsure pay per call services are billed as per the company KPIs Systems: Support data integration processes between commercial, finance, information technology, service and technical teams into a consolidated customer master and data warehouse. Master data management and quality control in the ERP environment and related databases to ensure data integrity and synchronization with external partners Liaise with Systems administrators and reporting for any system issuesSystem metrics analysis: finding areas of improvement through our data Others:Actively participate in the creation and amendment of Work Instructions and Standard Operating Procedures for the departmentMay be required to work in special projects and support team via research, tracking, schedule coordination, mailing, and internal reportsMeet our SLAs Demonstrates complete knowledge of company’s policies, products and services. May visit premises to address customer issuesAssist in training new employees and facilitate training to other departments or areas as necessary
Job benefits
Organizational Relationship/Scope:This position will report to the Customer Care Regional Lead. The position will work closely with internal and external stakeholders such as Technical Services, Clinical Services, regional Sales Manager, Sales team and Finance teams. Working Conditions:This is a role based in the Radnor, PA area, with occasional travel up to 10% as needed by the company. A hybrid work from home model may be considered.Job Benefits:
Medical, Dental, Vision
Insurance
Life/AD&D
Short- and Long-Term
Disability
401(K) with large company
match
Health Saving Account (HSA)
and Flexible Spending Account (FSA) with company match
Wellness Program
Employee Assistance Program
(EAP)
Generous Paid Time Off (PTO)
Disclaimer: The
included statements are intended to describe the general nature and level of
work being performed by employees assigned to this classification. They are not
intended to be construed as an exhaustive list of all responsibilities, duties
and skills required of employees assigned to this position.
Apply Now