Client Services Support Associate

at  Knipper HEALTH

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

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.

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 Associat