Customer Engagement and Commercial Specialist, German/Polish

March 7

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LincPay

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LincPay: Simplifying Transactions, Empowering Businesses

11 - 50 employees

📋 Description

• Responds to commercial inbound calls, chats, and emails from patients, healthcare providers (HCPs), 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. • Answers general inquiries from Consumers and/ or HCPs. • Works with third third-party vendors to provide wholesale/distribution support to requesters. • Navigates and provides assistance navigating commercial tools and sites. • Work 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 the client. • Identifies and triages medical information inquiries to the appropriate department. • Utilization of standard content (ie. on-label information). • Utilization of standard content, FAQs, product monographs, or other client-approved responses to deliver non-scripted on-label information to callers. • Identifies and completes the intake and reporting of potential Adverse Events and/or Product Quality Complaints. • Provides information to HCOs/HCPs seeking to participate in Clinical Trials. • Responds to Press Releases and other company news utilizing appropriate responses. • Perform outbound contacts to provide commercial status updates and follow-up interactions as necessary. • Provide information on customer ordering status. • Respond and complete other duties requested. • Potential for rotational shifts and after-hours coverage as needed.

🎯 Requirements

• Fluent in English, German and Polish. • Based in Poland with fully legal and valid documentation to work in the country. • Experience in Customer Service or related fields. • Flexibility to have the training in different hours due to time zone differences. • Bachelor in Business, Supply Chain or related fields is preferred and/or 2-5 years of experience. • Preference for individuals who have a minimum of 2 years of experience supporting pharma/biotech call centers and/or experience in medical or commercial settings. • Prior experience in customer support (ie. logistics, order to cash 3PL/Distributor coordination) is an asset. • Prior experience with vaccine products in a Pharma/Biotech call center preferred. • Previous contact center experience is an asset. • Strong proficiency with spoken and written English, German and Polish, as well as excellent written and verbal communication skills. • Experience with Amazon Web Services (AWS) Connect & Salesforce Health/Service Cloud is preferred. • Knowledge of Operating systems: Windows through the current version and Microsoft Office tools. • Comfortable with PC Hardware environment: Laptops, Desktop and Printers. • Experience with contact center telephony, email, and chat tool is preferred. • Knowledge of using client relationship management systems is preferred.

🏖️ Benefits

• Private health insurance • monthly internet allowance