Customer Support Specialist, English, German

November 5

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Alphanumeric Systems

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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.

201 - 500 employees

Founded 1979

💊 Pharmaceuticals

🧬 Biotechnology

🤝 B2B

📋 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 • Assists with temperature excursion inquiries and updates • 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 • 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

🎯 Requirements

• Fluent in English and German • Based in Poland 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 • Strong proficiency with spoken and written English and German • Technical proficiency in Amazon Web Services (AWS) Connect & Salesforce Health/Service Cloud is preferred • Knowledge of Operating systems: Windows 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