Offer summary

Qualifications:

Bachelor's degree in Business, Supply Chain, or related field preferred., 2+ years of experience in customer support, preferably in a US pharma/biotech call center., Strong proficiency in spoken and written English and Spanish is required., Familiarity with Microsoft Office tools and CRM systems is preferred..

Key responsibilities:

Respond to inbound calls, chats, and emails from patients and healthcare providers in a professional manner.

Process service center transactions including orders, claims, and returns accurately and timely.

Identify and report potential Adverse Events (AEs) and Product Quality Complaints (PQCs).

Provide support to wholesalers and distributors, ensuring customer satisfaction and effective communication.

Job description

Overview:

This is a high-volume contact center and the ideal candidate must deliver an optimized customer service experience in a personalized manner to answer inquiries relating to US commercial, and general inquiry type questions.

The ideal candidate will be experienced in navigating the US commercial landscape and will be able to build relationships with direct customers and utilizing this relationship be able to maintain long-term commitments.

The role also includes being able to identify potential Adverse Events (AEs) and potential Product Quality Complaints (PQCs) for documentation and reporting.

Note: we can hire candidates already based in Portugal. If you are not citizen you need to have the NISS, the NIF and the Residency title. Please apply with your resume in English.

Job conditions:

Type of contract: fixed-term contract as employee (5 months) supporting one of the biggest pharmaceutical brands in the world.

Model: 100% remote (working from home).

Working shift: 40 hours a week, 8 hours a day, main market is the US, and the schedule can be between 8 am and 8 pm EST.

Salary: competitive salary + benefits.

Start date: June 2nd, 2025

Key Attributes and Responsibilities:

Responds to US commercial inbound calls, chats, and emails from patients, healthcare providers, and vendors in a professional and empathetic manner.

Provides customer support to wholesalers and/or distributors who purchase client products: including ordering, logistics, contracted customers.

Achieve customer satisfaction through front-line contact with the client’s customers.

Responsible for accurate and timely processing of all service center-owned transactions including orders, claims, and returns.

Responsible for the timely escalation of issues/transactions.

Answers general inquiries from Consumers and/ or Health Care Providers.

Works with third-party vendors to provide wholesale/distribution support to requesters.

Navigates and provides assistance navigating commercial tools and sites.

Works with various sites/content to ensure a Consumer or HCP receives prompt, complete, and professional customer service..

Assists with temperature excursion inquiries and updates (ie. connection to the online tool, troubleshooting, temperature excursion origination).

Identifies and reports potential Adverse Events (AEs) and Product Quality Complaints (PQCs).

Responsible for documentation of case notes in the customer relationship management system (CRM).

Contract support, liaison, and represents the face of client.

Potential for rotational shifts and after hours support

Education and/or Experience:

BS/BA in Business, Supply Chain or related field preferred and/or 2 + years of experience.

Preference for individuals who have experience supporting US pharma/biotech call centers and/or US commercial setting, including but not limited to invoicing queries, tracking of shipments, return policies etc.

Prior experience in customer support (ie. logistics, order to cash 3PL/Distributor coordination) is an asset

Experience to be able to upsell and boost revenue is preferred.

Previous contact center experience is an asset.

Strong proficiency with spoken and written in English and Spanish.

Technical Skills:

Operating systems: Windows through the current version.

Microsoft Office tools.

Ability to navigate multiple databases simultaneously

PC Hardware environment: Laptops, Desktop and Printers.

Contact center telephony, email, and chat tool – preferred.

Knowledge in using client relationship management system – preferred.

Required profile