Customer Solutions Analyst

Company: Merz Therapeutics
Location: Raleigh
Posted on: November 26, 2022

Job Description:

Do you have excellent customer service skills and want to grow your career? Are you detail oriented with an eagerness to learn about the pharmaceuticals industry?Merz Therapeutics is seeking Multiple Customer Support Representatives to help us build a new customer solutions team.* These are hourly positions with shifts: 8-5, 9-6, 10-7pm weekdays, (hybrid: 3 days in office/2 remote)Who We Are: Harvesting Hope with a Growing FamilyAt Merz Therapeutics, we take a nurturing approach to our organization - treating colleagues like family, embracing our whole selves and creating a company culture that encourages growth and decisive action. We are committed to caring for whole communities by focusing on individuals suffering from movement disorders and neurological conditions and the healthcare providers dedicated to helping them, while simultaneously bolstering our team members in a united effort to make a difference.As a private, family-owned company, we have the liberty and support to make decisions for ourselves, our customers and the patients we serve. We pride ourselves on building an inclusive culture where there is room to celebrate individual growth with the ability to contribute to a common good as a collaborative team. Our mission is grounded in a long-term view of making a difference for the common good, while growing together as a family.If you're looking to immerse yourself in a passionate team rooted in community, connection and camaraderie, then we're looking for YOU! #IAmMerzDescriptionThe Customer Solutions Analyst supports the mission, vision and values of the company by delivering seamless, and professional support to Merz Therapeutics Customers.Responding to inbound calls and order requests, the Customer Solutions Analyst consistently communicates effectively to answer questions and resolve issues, ensuring a positive experience for all Merz Customers.Responsibilities:Customer Support

• Responsible for timely, consistent support of all customer orders/inquiries ensuring organizational level requirements are met. The candidate must maintain a high level of customer service and have front- line decision making and problem-solving skills to ensure prompt resolutions. The candidate will be highly driven and proficient.Order Fulfillment
  • Receive order requests from customers/sales, and accurately process orders within established timeframes paying strict attention to detail
  • Monitor daily orders to ensure timely order to cash processing
  • Have attention to detail to ensure the most effective and timely shipment and distribution of productProduct Knowledge
    • Develop a comprehensive knowledge of company products and services that can be clearly articulated to customers, both new and existingProcess Compliance
      • Follow established process guidelines ensuring compliance with all departmental SOPs, staying up to date on new and upcoming FDA mandatesInteraction Standards
        • Documents all customer interactions and maintains performance standards, including effectiveness, efficiency, and qualityOther duties as assigned
          • Continually explore avenues for improved service delivery, reduction of errors, and enhancement of the customer experienceJob Related Qualifications/SkillsREQUIRED:
            • Proven work history in a customer service environment
            • Excellent probing and problem-solving skills
            • Superior verbal and written communication skills
            • Ability to work in a high-pressure environment and deal effectively with Customers by providing professional responses and diffusing escalated situations
            • High School DiplomaPreferred:
              • Bachelor's Degree
              • Skilled at navigating a computerized CRM and other relevant applications while interacting with customers on the phone
              • Proven work history in a pharmaceutical environment
              • Skilled in SAP ERP SystemOther required personal skills:
                • Persist in Innovation, Commit to Customers and Colleagues, Deliver Trusted Results
                • Assume Positive Intent, Obligation to Engage, Collaborate Cross FunctionallySimilar titles:
                  • Inbound Customer Service Representative
                  • Contact Center Agent
                  • Customer Support Specialist
                  • Customer Success Specialist
                  • Customer Experience Agent
                  • Customer Operations Specialist
                  • Customer Solutions Specialist
                  • Customer Solutions AgentDon't meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. At Merz Therapeutics we are dedicated to building a diverse, inclusive, and authentic workplace, so if you're excited about this role but your past experience doesn't align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.COVID-19 Update - Please ReadConsistent with our values, Merz believes the health and safety of our people is a priority. This includes providing a safe environment for those working in a Merz facility. At present, individuals who have not provided proof of COVID-19 vaccination are required to obtain and submit the results of a weekly COVID-19 test for each week during which they are scheduled to work. Being fully vaccinated means an individual is at least two weeks past their final dose of an FDA- or WHO-authorized COVID-19 vaccine regimen. Individuals in customer-facing roles may need to comply with additional requirements if set forth by customers with whom they are supposed to interact. Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)

Keywords: Merz Therapeutics, Raleigh , Customer Solutions Analyst, Professions , Raleigh, North Carolina