About the job
As the primary liaison for Clinigen’s clients, including hospitals, physicians, and pharmacists, you will be responsible for addressing customer inquiries and fulfilling their needs regarding Clinigen’s diverse product offerings. Your role will involve ensuring that all customer requests and orders are processed with precision in accordance with established protocols. You will represent an industry-leading organization committed to delivering exceptional service.
Key Responsibilities:
Demonstrate self-management skills while effectively handling various customer interactions in a customer service setting. Utilize your training and expertise to provide outstanding service efficiently and effectively. Customer interactions may include, but are not limited to, inbound and outbound calls, emails, faxes, and other digital communications. As an Account Executive, you will receive training on multiple systems that support our service delivery and will be expected to present a polished and professional image while using these systems. A flexible approach is essential, as services may evolve over time. You will be expected to provide world-class support and guidance to a diverse global clientele within the Customer Service department through:
1. Order and Enquiry Handling:
- Process customer orders and inquiries accurately and efficiently while adhering to set Service Level Agreements (SLAs) to ensure the correct medication reaches the right patient at the right time.
- Comply with regulatory, legislative, and compliance-based Standard Operating Procedures (SOPs) while managing customer data and following Clinigen’s protocols.
- Handle quotations and product sourcing inquiries as per training and regional guidelines.
- Stay informed about Standard Operating Procedures to ensure compliance in order and inquiry management.
- Document any compliance-related inquiries in the Quality system per SOP requirements (e.g., stock excursions, complaints, non-conformances).
- Build and maintain relationships with customers to address inquiries thoroughly and promptly, showcasing clear and effective communication skills.
2. Training and Process Improvement:
- Complete an onboarding training program tailored to your Customer Services role and, with experience, assist in training new hires.
- Gain familiarity and confidence in utilizing all systems and processes within the Customer Services department in accordance with our training hub and reference materials.
- Contribute to improving the customer experience by communicating any process challenges or suggestions for enhancements.
- Attend all compliance-related training sessions to maintain updated knowledge.
