Customer Assistance Specialist

Thermo Fisher Scientific • Wilmington, NC

6d • Onsite

About The Position

As part of our PPD clinical research team, you’ll have the opportunity to support groundbreaking studies that make a real difference in patients’ lives. As a Customer Assistance Specialist, you will provide high quality customer service to client customers including consumers, health care professionals (HCPs), and client personnel. You will document interactions according to PPD and client guidelines. You will identify adverse events (AEs) and product complaints (PCs). You will process fulfillment (e.g., mail, fax, e-mail) and perform administrative responsibilities as needed.

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
• In some cases a second language may be required
• 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
• Regular and consistent attendance.

Nice To Haves

• 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.

Responsibilities

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

What This Job Offers

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