Assistant Manager - Customer Service and Order Management

Work Schedule

Standard (Mon-Fri)

Environmental Conditions

Office

Job Description

Position SummaryAs a Customer Service Specialist I you will provides technical and medical information, and/or performs intake of adverse events/ product complaints with quality customer servce. Analyzes and researches inquiries and documents interactions according to organizational, client and regulatory guidelines. The information provided will be given to a level in parallel with the individual’s expertise, experience and training.

Position Requirements• Responds accurately and professionally to technical and medical information inquiries received via phone, email, internet or mail in reference to pharmaceutical or device products. Processes fulfillments and provides clinical trial information or after-hours on call support.• Analyzes caller’s questions to formulate an accurate and concise response using client-approved resources and records inquiries and interactions in the appropriate databases following organizational, client and regulatory guidelines.• Identifies, records and triages adverse events and product complaints according to organizational, client and regulatory guidelines and provides additional support (including follow up) as needed.• Maintains thorough knowledge of project and corporate policies and procedures including client products, SOPs, protocols, GCPs, and applicable regulatory requirements.• Works closely with internal and external client contacts (up to and including members of client management) to resolve complex inquiries. As needed, researches medical literature and drafts responses for such inquiries.

Education• Bachelor's degree or equivalent and relevant formal academic / vocational qualification

Experience• Previous 2+ experience that provides the knowledge, skills, and abilities to perform the job• Some countries (e.g., Mexico) may require a health care professional degree or Medical information experience.• In some cases an equivalency, consisting of a combination of appropriate education, training and/or directly related experience, will be considered sufficient for an individual to meet the requirements of the role.

Knowledge, Skills and Abilities:• Excellent verbal and written communication skills• Excellent language skills (comprehension, speaking, reading and writing); Fluency skills in a second language may be required• Proficient computer and keyboarding skills• Good interpersonal skills• Ability to work independently as well as part of a team.• Ability to interpret client provided complex medical and technical information• Organizational and time management skills• Ability to maintain a positive and professional demeanor in challenging circumstances

Working EnvironmentThermo Fisher Scientific values the health and wellbeing of our employees. We support and encourage individuals to create a healthy and balanced environment where they can thrive. Below is listed the working environment/requirementsfor this role:

• Able to communicate, receive, and understand information and ideas with diverse groups of people in a comprehensible and reasonable manner.• Able to work upright and stationary for typical working hours.• Ability to use and learn standard office equipment and technology with proficiency.• Able to perform successfully under pressure while prioritizing and handling multiple projects or activities.