Customer Assistance Specialist
Thermo Fisher
Summary
As part of our PPD clinical research team, you'll have the opportunity to support groundbreaking studies that make a real difference in patients' lives.
Job description
Position Summary
As a Customer Assistance Specialist, you will provide 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 You'll 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.
Required 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
Requirements
- High School diploma / Secondary school diploma or equivalent and relevant formal academic / vocational qualification
- Previous experience comparable to at least 2 years or equivalent combination of education, training, & experience
- In some cases a second language may be required
- Maintain knowledge of policies and procedures including client products, SOPs, protocols, GCPs, and all applicable regulatory requirements
Company overview
Thermo Fisher Scientific is a global leader in serving science, with annual revenue of approximately $40 billion. The company provides a comprehensive portfolio of analytical instruments, equipment, reagents and consumables, software, and services for research, analysis, discovery, and diagnostics. Their mission is to enable customers to make the world healthier, cleaner, and safer by accelerating life sciences research, solving complex analytical challenges, improving patient diagnostics and therapies, and increasing laboratory productivity. Thermo Fisher serves pharmaceutical and biotech companies, hospitals and clinical diagnostic labs, universities, research institutions, and government agencies worldwide. The company operates through four business segments: Life Sciences Solutions, Analytical Instruments, Specialty Diagnostics, and Laboratory Products and Services.