Support Associate, Client Services

Overview

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The Client Services Support Associate is responsible for administering and supporting Sample Programs, while ensuring programs remain in complete compliance with the Prescription Drug Marketing Act (PDMA), client business rules and internal Standard Operating Procedures (SOPs).  The Support Associate will create and maintain relationships with internal and external stakeholders in support of the assigned programs.

Works under direct supervision of the Account Manager/Sr. Account Manager and is responsible for day-to-day tasks for assigned client programs.

Responsibilities

• Support productivity and efficiency for the client programs, while ensuring all work is completed accurately and within the confines of the Statement of Work (SOW), client business rules/deadlines, internal Standard Operating Requirements (SOPs) and PDMA Regulations.
• Assist in the maintenance and updating of all client documentation.
• Support creation of Client program documentation and system set up needed in order to ensure systems, financial and details are running and stored correctly.
• Provide internal/external clients with email, fax, and phone support as required by program.
• Monitor and support all inventory tasks and operations. This includes but is not limited to reconciliations, monitoring inventory levels, and tracking back-order situations.
• Monitor and review sales representatives sampling activities and sample transaction data via the Sample Accountability System if applicable.
• Review and monitor daily orders, reports and files required by assigned clients.
• If a Sample Accountability Program, support the generation, rep interactions, forms and reporting for all reconciliations activities and services.
• Support the coordination of 3rd party field audits for sales representative, and issue program instructions to external PDMA auditors in adherence with client business rules and/or SOP’s if applicable.
• Support daily tasks required including but not limited to data entry/management of forms, troubleshooting, and resolving system issues, and running/sending client reports.
• Report compliance-related issues in a timely manner to the client contact and internal Regulatory and Compliance Department, following the FDA schedule and client business rules.
• Pro-actively communicate all anticipated program changes and opportunities to the Manager and/or Program lead.
• Support and resolve outstanding Acknowledgement of Content (AOC) or Signature Verification Letters (SVLs)
• Support internal Quality Events (QE) and provide necessary and timely follow-up
• Serve as back-up for Sr. Support Associate

The above duties are meant to be representative of the position and not all-inclusive.

Qualifications

Education/Training:  High School degree required, Associate’s degree desirable, however equivalent certificate training and/or experience will be considered.

Related Experience:  Approximately one year experience in a customer service environment.

Knowledge, Skills & Abilities:

• Exceptional interpersonal and communication skills (verbal and written)
• Exceptional customer service skills
• Ability to use sound judgment, remain flexible, maintain professionalism, and re-establish priorities in a deadline-driven environment.
• Proficiency in Microsoft Outlook, Excel, Word and Power-Point
• Ability to trouble-shoot, problem-solve and formulate recommendations for solutions
• Time management skills with aptitude to multitask across various clients, projects, and internal departments with changing priorities.
• Ability to work in a team environment and independently with all levels of the organization

PHYSICAL DEMANDS:

• Location of job activities 100% inside
• Extensive manual dexterity (keyboarding, mouse, phone)
• Regular use of phone for communication
• Noise and/or vibrations exposure
• Frequently reach (overhead), handle, and feel with hands and arms
• Sit for prolonged periods of time

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The expected base pay range for this position is $20.00–$23.00 per hour. The actual compensation for the position may vary based on market differences and on factors such as skills, experience, qualifications and can vary based on location and/or work schedule. In addition to base pay, CareTria offers a comprehensive benefits package. Full-Time benefits include access to health, dental, and vision insurance; retirement plan options; paid time off; paid parental leave; employee assistance programs; and other perks. Eligible employees may also have access to performance bonuses.CareTria is an Equal Opportunity Employer.