Customer Support Specialist, English, German

🕒 May 14

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Alphanumeric Systems

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 1979

💊 Pharmaceuticals

🧬 Biotechnology

🤝 B2B

Pharmaceuticals • Biotechnology • B2B

Alphanumeric Systems is a healthcare and life-sciences communications and services firm that provides medical and scientific communications, regulatory writing and submission support, pharmacovigilance, contact center and patient engagement services, KOL engagement, and facilities management and space optimization for pharmaceutical and biotech clients. The company delivers compliance-driven, omnichannel outreach and learning solutions with global reach to support therapy launches, patient access programs, HCP collaboration, and ongoing patient care.

📋 Description

• Responds to commercial inbound calls, chats, and emails from patients, healthcare providers (HCPs), and vendors in a professional and empathetic manner • Provides customer support to wholesalers and/or distributors who purchase client products: including ordering, logistics, contracted customers • Answers general inquiries from Consumers and/or HCPs • Works with third-party vendors to provide wholesale/distribution support to requesters • Navigates and provides assistance navigating commercial tools and sites • Work with various sites/content to ensure a Consumer or HCP receives prompt, complete, and professional customer service • Assists with temperature excursion inquiries and updates (ie. connection to the online tool, troubleshooting temperature excursion origination) • Identifies and reports potential Adverse Events (AEs) and Product Quality Complaints (PQCs) • Responsible for documentation of case notes in the customer relationship management system (CRM) • Contract support, liaison, and represents the face of the client • Identifies and triages medical information inquiries to the appropriate department • Utilization of standard content (ie. on-label information) • Utilization of standard content, FAQs, product monographs, or other client-approved responses to deliver non-scripted on-label information to callers • Identifies and completes the intake and reporting of potential Adverse Events and/or Product Quality Complaints • Provides information to HCOs/HCPs seeking to participate in Clinical Trials • Responds to Press Releases and other company news utilizing appropriate responses • Perform outbound contacts to provide commercial status updates and follow-up interactions as necessary • Provide information on customer ordering status • Respond and complete other duties requested • Potential for rotational shifts and after-hours coverage as needed

🎯 Requirements

• Fluent in English, German (mandatory) • Based in Spain with fully legal and valid documentation to work in the country • Experience in Customer Service or related fields • Flexibility to have the training in different hours due to time zone differences • Bachelor in Business, Supply Chain or related fields is preferred and/or 2-5 years of experience • Preference for individuals who have a minimum of 2 years of experience supporting pharma/biotech call centers and/or experience in medical or commercial settings • Prior experience in customer support (ie. logistics, order to cash 3PL/Distributor coordination) is an asset • Prior experience with vaccine products in a Pharma/Biotech call center preferred • Previous contact center experience is an asset • Strong proficiency with spoken and written English, German (mandatory), as well as excellent written and verbal communication skills • Experience with Amazon Web Services (AWS) Connect & Salesforce Health/Service Cloud is preferred • Knowledge of Operating systems: Windows through the current version and Microsoft Office tools • Comfortable with PC Hardware environment: Laptops, Desktop and Printers • Experience with contact center telephony, email, and chat tool is preferred • Knowledge of using client relationship management systems is preferred

🏖️ Benefits

• Private health insurance • Monthly internet allowance • Full training provided • Dozens of E-Learning courses available