AVAILABLE OPPORTUNITY
Customer service Program
manager
Program Manager | Customer Service Account Specialist Team
Primary Purpose of Position
Remedy Group is seeking an experienced individual to support a team of pharmaceutical and B2B professionals for our Customer Service Account team. The Manager will be responsible for providing handling all aspects of the account and the team that will be engaging with medical offices, retailers, wholesaler and distributors and hospitals throughout the country via phone call and email communications. In addition, that team will be offering Sales support and required to engage with calls targeted to pharmacy accounts. Position will be supported by Director of Operations. Manager will oversee all of he customer support and sales engagements and ensure that all KPI’s and SLA’s are managed to and that all goals are met. Delivering reporting metrics internally as well as to the client will occur on a regular basis.
Responsibilities
• Managing the team on their inbound inquiries calls and emails from medical offices, retailers, wholesaler distributors and hospitals regarding vaccine products, ordering processes, shipment tracking, delivery issues, product technical complaints and inventory management.
• Ensuring that the vaccine-related programs and their adverse event reporting and technical complaint process and procedures are adhered to.
• Assisting with and support and escalations around account setup, registration, and ongoing maintenance for healthcare providers.
• Visibility and quality review of order entry and adjusting orders
• Seeing that the outbound sales calls to targeted pharmacy accounts and coordinated and being performed
• Managing each team member and their call quality, effectiveness and performance
• Meeting internally with key members of management as well as directly with the client on a regular basis
Qualifications & Requirements
• Bachelor’s degree in Business, Communications, or a related field (required).
• Minimum of 5 years’ experience in the HealthCare/Pharmaceutical industry
• Prior experience in Customer Service and Sales
• Highly proficiency within Microsoft applications such as Office, Word, Excel, including vast knowing within MS Outlook and Teams
• Excellent written and verbal communication abilities.
• Experience with email management and VOIP platforms and customer service ticketing systems.
• Ability to work effectively with internal stakeholders and external partners.
• Adaptable, solution-oriented, and comfortable operating in a dynamic environment.
• Knowledgeable in CRM’s and Pharma Supply Chain Management
• Creating and presenting results to key stake holders
• Proven record of managing teams or multiple groups
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, or national origin.