Offer summary

Qualifications:

High school diploma/GED or equivalent education and experience., One year of experience in a customer service or customer-focused role., Experience in a medical or pharmaceutical environment is preferred., Excellent communication, interpersonal, and organizational skills are required..

Key responsabilities:

Promote relationships and brand loyalty through informed conversations with customers.

Respond to customer inquiries and manage high volumes of contact via phone, email, and chat.

Investigate and resolve issues that cannot be addressed at the initial point of contact.

Maintain accurate data in systems and provide feedback to enhance customer service programs.

Knipper Health is a leading force in the healthcare industry, serving the pharmaceutical, biotechnology, & medical device industries for more than 35 years. Our mission is to help our clients manage their brands anywhere in the product life cycle for enhanced patient well-being. We purpose-build answers specifically to address a comprehensive range of client challenges from marketing and sample management (MSM) to third-party logistics (3PL) to custom pharmacy solutions (CPS). An acknowledged leader in the sample management channel, Knipper MSM highlights Samplicity—the industry’s only fully integrated sample management platform, which features a one resource, one team, one point-of-contact approach, & a unique suite of operational services & technical advancements. KnippeRx, Custom Pharmacy Solutions (CPS) is a highly nimble, independent specialty pharmacy that serves both commercial and non-commercial needs. KnippeRx helps overcome the complex barriers to patient access by providing the shortest path from initiation of a prescription to delivery of essential therapy. Knipper 3PL provides advanced secure warehousing and distribution in life sciences. Solutions include Knipper SEAL™ (Secure Exchange of Authentic Logistics), an array of overlapping systems and processes to ensure the secure handling of your products from receiving through distribution and after delivery to your buyer. FDA/GMP and validated process controls, NAPD/VAWD and AICPS SOC accredited operations. Full support of DSCSA/DQSA, including offering full serialization system management and child-to-parent aggregation of unaggregated inventory for November 27, 2023 requirement. Cold-chain and tracking, DEA storage, flash-title to facilitate market entry, tamper evident shipment options, highly secure facilities and network, backup systems and redundancies, and more. A one-stop resource to help bring out a brand’s full potential, while elevating the patient experience to new levels of excellence.

Job description

Overview:

YOUR PASSION, ACTIONS & FOCUS is our Strength

Become one of our Contributors

Join the KnipperHEALTH Team!

The Customer Service Representative I (CSR) is an important member of our Contact Center team that creates and maintains customer relationships, understands products and services, researches inquiries, assembles and communicates information, verifies customers’ understanding of information, answers and records customer inquiries.

Full Time Remote Position, must be able to work the hours of 9:00am-5:30pm ET Monday-Friday.

Ideal Candidate should reside in NJ, NY, IN, KY, FL, PA, SC or NC

Responsibilities:

Promote meaningful relationships and brand loyalty through engaged and informed conversation with customers (health-care providers, office staff, patients, pharmacists, and pharmaceutical sales representatives).
Respond to immediate customer questions, requests, concerns and needs.
Manage a high volume of inbound and/or outbound contact with customers via telephone, email, and chat.
Investigate issues that cannot be resolved at the initial point of contact and follow through until issue resolution.
Escalate issues according to department protocol.
Share feedback and assist management in enhancing the programs in order to provide the best customer service.
Maintain accurate data in systems, and update as necessary.
Utilize work-flows and scripting materials to inquire and help identify barriers with customers.

The above duties are meant to be representative of the position and not all-inclusive.

Qualifications:

High school diploma/GED or equivalent combination of education and experience
One (1) year of work experience in a customer service or customer-focused role
Experience in a medical or pharmaceutical environment preferred
Ability to provide consistently high-quality of customer service required
Excellent written and oral communication skills with high level of professionalism
Excellent interpersonal, organizational and active listening skills, with an ability to create customer relationships
Extensive keyboarding, switching from multiple applications and use of phone
Excellent computer skills required, including strong Microsoft Excel capabilities
Knipper Health is an equal opportunity employer

Required profile