Customer Assistance Spec

Thermo Fisher Scientific • Morrisville, NC

2d • Onsite

About The Position

Provides high quality customer service to client customers including consumers, health care professionals (HCPs), and client personnel. Documents interactions according to PPD and client guidelines. Identifies adverse events (AEs) and product complaints (PCs). Processes fulfillment (e.g., mail, fax, e-mail) and performs administrative responsibilities as needed. This role works on assignments that are semi-routine in nature but recognizes the need for occasional deviation from accepted practice. It applies acquired job skills and company policies and procedures to complete assigned tasks. Contacts are typically with individuals within own department and occasionally with contacts outside own organization. Contacts involve obtaining or providing information or data requiring some explanation or interpretation.

Requirements

• High School diploma / Secondary school diploma or equivalent and relevant formal academic / vocational qualification
• Previous experience that provides the knowledge, skills, and abilities to perform the job (comparable to at least 2 years) or equivalent combination of education, training, & experience
• Excellent organizational skills
• Strong attention to detail
• Ability to handle multiple tasks
• Effective verbal and written communication skills
• Excellent problem solving skills
• Excellent language skills (comprehension, speaking, reading and writing)
• Excellent computer and keyboarding skills
• Time management skills
• Excellent interpersonal skills
• Ability to work in a team environment and/or independently as needed
• Demonstrated confidence and initiative
• Flexibility
• Ability to access and use a variety of computer software developed both in-house and off-the-shelf
• Ability to communicate information and ideas so others will understand; with the ability to listen to and understand information and ideas presented through spoken words and sentences
• May interact with others, relating and gathering sensitive information. Interaction includes diverse groups
• Works with guidance or reliance on oral or written instructions from management. May require periods of intense concentration
• Performs a wide range of variable tasks as dictated by variable demands and changing conditions with little predictability as to the occurrence
• Ability to perform under stress
• Regular and consistent attendance

Nice To Haves

• In some cases, a second language may be required
• Fluency skills in a second language may be required
• Rotating shifts may be required
• Occassional driving to site locations with occasional travel
• Long varied work hours required occasionally

Responsibilities

• Provides high quality customer service to client customers including consumers, HCPs, and client personnel.
• Documents interactions according to PPD and client guidelines. Identifies AEs events and PCs.
• Maintains knowledge of policies and procedures including client products, SOPs, protocols, GCPs, and all applicable regulatory requirements.
• Processes medical information request (e.g., fulfillment) via e-mail; fax and regular mail.
• Performs line checks and system verifications, and generate reports.
• Performs other duties as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED