Customer Assistance Specialist

Work Schedule

Standard (Mon-Fri)

Environmental Conditions

Office

Job Description

As part of our PPD clinical research team youll have the opportunity to support groundbreaking studies that make a real difference in patients lives.

Position Summary
As a Customer Assistance Specialist you will 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.

What Youll Do:
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.

Rquired Education and Experience:
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
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.

Working Enviornment:
Thermo Fisher Scientific values the health and wellbeing of our employees. We support and encourage individuals to create a healthy and balanced environment where they can thrive. Below is listed the working environment/requirements for this role:

Work is performed in an office environment with exposure to electrical office equipment
Constant interaction with clients/associates required
Constant attention to detail-visual mental
Constant multi-tasking
Daily exposure to high pressure intense concentration needed
Rotating shifts may be required
Occassional driving to site locations with occasional travel
Frequently stationary for 4-6 hours per day
Repetitive hand movement of both hands with the ability to make fast simple repeated movements of the fingers hands and wrists
Occasional mobility required
Occasional crouching stooping bending and twisting of upper body and neck.
Light to moderate lifting and carrying (or otherwise moves) objects including luggage and laptop computer with a maximum lift of 15-20 lbs. or 6-9 kgs.
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