Job description
Stefanini Group is hiring!
Stefanini is looking for
Customer Service Specialist
for
North Wales, PA Location
For quick Apply, please reach out to Shubham Singh - call:
248-728-2629 email:
Shubham.Singh@stefanini.com
Training Shift Schedule: Initial 30 to 60 working days - M-F (8:30 am - 5:00 pm) with 30 minute lunch
After Training Shift Schedule: M-F (3:30 pm - 12:00 am) with 30 minute Lunch or M-F (3:30 pm - 12:30 am) with 1 hour lunch.
Work Location - North Wales, PA
Summary:
- As part of the Client Customer Service team a varied skill set consisting of friendly customer service skills, technical comprehension, interpersonal skills and time management are needed to be successful.
- The Customer Service Sr. Specialist is responsible for triaging and managing calls from Client Trading partners.
- The incumbent is responsible for intake of non-medical product packaging complaints associated with DSCSA, Drug Quality and Security Act. Review of product and shipping information with the trading partner to resolve complaints quickly will be primary focus.
- The incumbent will communicate effectively information related to product complaints, and compile reports to support internal dissemination of that detail.
- The target candidate will have experience working with web applications, managing customer data, and troubleshooting issues.
- Candidate must have the ability work under minimal supervision and in accordance with established procedures and regulatory requirements.
Responsibilities:
- Answer phone calls and e-mails associated with monitoring complaints associated with DSCSA compliance.
- Support resolution of discrepancies surrounding product complaints.
- Resolve issues and escalate in timely manner
- Collaborates with Quality Assurance to investigate and disposition.
- Interact with 3rd party vendor to ensure clients receive the highest level of customer satisfaction
- Provide compliance data and paper documents to client
- Provide information regarding all product and shipment inquiries, and route contacts to appropriate departments when required.
- Capture complaints in electronic system for reporting and escalation
- Provide feedback on issues that are commonly occurring.
- Manual order entry of drop shipments
- Track shipments
- Assigned projects
Qualifications
- Education: HS Diploma or GED required, Bachelor's Degree preferred
- 3+ years corporate customer service/call center experience
- Experience answering and assigning a large volume of phone calls in a call center environment.
- Experience in Customer Relations Management, Planning, Distribution and Logistics, and Sales
- Specialized or Technical Knowledge with SAP, Manhatten and TraceLink applications
Licenses, Certifications needed: - Strong Knowledge of Microsoft Office
- Strong knowledge of SAP
- Functional Knowledge:
- Company/Industry Related Knowledge: Understanding of generic pharmaceutical industry preferred
- Ability to follow operational processes
- Focus on details in a compliance environment
- Establishes and maintains effective relationships with customers and gains their trust and respect
- Drives to secure best in class service
- Actively seeks and includes customer feedback and perspective in our thinking and approaches
- Demonstrates good written and oral communication skills as well as the ability to present ideas articulately
- Develops clear, concise reports and recommendations with minimal guidance
- Follows up with internal and external customers to ensure action is taken on recommendations and opportunities
- Presents technical information in a clear, understandable manner
- Listens effectively and understands customer needs
- Recognizes and diagnoses problems quickly and identifies appropriate solutions.
- Involves others in diagnosing organizational needs and designing solutions.
- Makes informed, rational decisions and recommendations and takes accountability for them
***Listed salary ranges may vary based on experience, qualifications, and local market. Also, some positions may include bonuses or other incentives.
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