Senior Specialist, Shared Services Marketing
MSD
full-time
Posted on:
Location Type: Remote
Location: North Carolina • Pennsylvania • United States
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Salary
💰 $106,200 - $167,200 per year
Job Level
About the role
- Resolve questions and concerns effectively and efficiently by actively listening, communicating clearly, and assuring understanding of the question/issue.
- Respond to our company National Service Center and Field Service Center inquiries using knowledge base documents, Prescribing Information/Medication Guide documents, and databases.
- Provide off-label scientific/medical information to Healthcare Professionals in response to unsolicited inquires.
- Document interactions, recording details of inquiries, complaints, comments and actions taken, to include intake of Adverse Events and Product Quality Complaints.
- Ensures the delivery of the desired customer experience for all customer/employee engagements.
- May manage development and execution of customer/consumer/employee multi-channel communications, workflow processes, and operating procedures to ensure effective and efficient contact center operations and consistent delivery of the desired customer experience.
- May collaborate with internal stakeholders to develop and execute changes in processes/ procedures, plan and implement new strategies, share status of operations and key performance metrics, and manage escalated issues.
- Manage escalated customer requests to resolution for assigned projects, and assess customer interactions to continually enhance the customer experience and achieve operational excellence.
Requirements
- Bachelor’s Degree (BA/BS) Healthcare Professional Degree (e.g. RN/BSN)
- Healthcare experience or experience as a pharmaceutical Field Sales Representative
- Scientific Acumen
- Customer service/ experience
- Strong communication; written & verbal
- Ability to summarize clinical trial/scientific information
- Customer centric focus
- Attention to detail
- Good typing/computer skills
- Ability to understand scientific information contained in Prescribing Information for products
- Must pass certification upon the completion of training to demonstrate proficiency in role
Benefits
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Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
scientific acumencustomer serviceclinical trial information summarizationtyping skillscomputer skillsknowledge base document usagePrescribing Information understandingAdverse Events documentationProduct Quality Complaints documentationmulti-channel communications
Soft Skills
active listeningclear communicationcustomer centric focusattention to detailproblem resolutioncollaborationoperational excellencestatus reportingescalation managementeffective engagement
Certifications
Bachelor’s DegreeHealthcare Professional Degreecertification upon completion of training