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Customer Service Representative III
Ref No.: 18-01530
Location: Bridgewater, New Jersey
Position Type:Contract
Start Date / End Date: 03/27/2018 to 03/31/2020
Job Title: Customer Service Representative III
Location: Bridgewater, ]NJ
Duration: 2 Years

The mission of Customer Service (CS) is to provide compassionate, knowledgeable and efficient service to consumers and healthcare providers to maintain and enhance the use and prescribing of Sanofi U.S. products. The CS Representative is a critical role responsible for providing resolutions to customer inquiries from multiple channels as well as data capture for customer trending and product issues. The team also manages a variety of tools and projects to ensure accurate and efficient service delivery.
Act as contact for customers via multiple contact center channels (phone, fax, mail, email)
Professionally resolve customer complaints including report key issues surfaced by customers of significant businessimpact through CS Voice of the Customer (VOC)
Capture customer inquiries in Siebel database with high level of accuracy
Manage customer inquiries within established policies, procedures, standards, and workflows; inquiry resolution may include any combination of (but not limited to) verbal response, written response, triage, fulfillment, order processing, and escalation
Function as a liaison between internal departments and external customers
Maintain a high knowledge of products, policies, procedures, contacts, and the pharmaceutical industry; maintain practice of thorough documentation and proofreading
Perform order processing within SAP system to fulfill refund and replacement requests
Execute proper handling of Product Technical Complaints and Adverse Events compliantly
Own and manage goodwill processes including data analysis and follow-through
Utilize knowledge management system to ensure responses are current and consistent
Demonstrate role-specific competencies on a consistent basis
Demonstrate corporate values on

Call center and/or customer service center experience
Experience and complete proficiency in Microsoft Office Suite including Word, Excel, some PowerPoint, and Outlook required
Siebel experience preferred
Experience in high-pressure and fast-paced environment required
Previous pharmaceutical experience preferred
Must be proficient in both verbal and written English
Ability to work effectively and efficiently in a fast-paced work environment
Ability to communicate clearly and concisely both in writing and verbally
Ability to contribute to a team environment as well as function independently
Collaborate with manager and team to establish expectations, priorities and timelines to effectively self-manage daily workload
Identify issues/trends/concerns and collaborate with team, manager, and internal departments to
determine an effective resolution
Exhibit a high level of professionalism in interacting with customers and personnel at all levels;
attentive to the needs of all customers; has patience and ability to deal with difficult callers; is able to manage conflicts
as they arise
Excellent organizational skills; knows when to seek assistance
Deal with people based on fact and within policies and procedures established
Maintain flexibility and organization through changing pace and workload