Job Description
Tanner Pharma Group is a specialty service provider in the biopharmaceutical industry, improving patient access to medicines on a global basis.
Role Overview
The Managed Access Program (MAP) Customer Advocate provides high-quality service to Tanner Pharma customers, serving as the primary point of contact with customers, pharmacists, and physicians.
Key Responsibilities:
* Customer Service:
o New customer account creation
o Process incoming calls, emails, and faxes in a timely manner
o Provide quotes to customers for products and services
o Communicate program-specific requirements to customers, physicians, and pharmacists
* Order Processing:
o Ensure orders & enquiries are processed in a timely manner
o Place vendor Purchase Orders, liaise with the supplier as needed, and follow up on issues or delays
o Liaise with Tanner Logistics for shipping, ensuring all required documentation is available
o Track and ensure timely delivery, close out shipping tasks with Proof of Delivery, and communicate with customers about delays and issues related to shipments
* Support Activities:
o Support Tanner Program Managers with data collection activities
o Respond to customer enquiries regarding orders, service needs, product complaints, customer accounts, deliveries, and back orders, or triage as appropriate
o Resolve simple customer problems and analyze customer service needs
o Liaise with Program Managers, Logistics, Quality, and management teams as required to provide the best customer experience possible
Desired Candidate Profile and Capabilities
The ideal candidate will possess:
* Demonstrated experience in a customer service role, with an advantage of working in healthcare (Pharmaceuticals or allied services)
* Excellent verbal and written communication skills in English
* At least one additional language
* Customer Orientation, Communication, Time Management, Detail-Oriented, and Team Member skills
What We Offer
Salary commensurate with experience, attractive performance incentive plan, vacation, and paid sick leave. Confidentiality will be respected, and pre-employment drug and background screening will be required.
Tanner Pharma Group is an Equal Opportunity/Affirmative Action employer, considering all qualified applicants without regard to race, color, religion, sex, national origin, disability, or protected Veteran status.