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Senior Specialist, Shared Services Marketing
Location
North Carolina + 2 moreAll locations: North Carolina | Pennsylvania | Texas
Posted
136 days ago
Salary
$106.2K - $167.2K / year
Seniority
Senior
Job Description
Senior Specialist, Shared Services Marketing
MSD
• Resolve questions and concerns effectively and efficiently by actively listening, communicating clearly, and assuring understanding of the question/issue. • Respond to our company National Service Center and Field Service Center inquiries using knowledge base documents, Prescribing Information/Medication Guide documents, and databases. • Provide off-label scientific/medical information to Healthcare Professionals in response to unsolicited inquires. • Document interactions, recording details of inquiries, complaints, comments and actions taken, to include intake of Adverse Events and Product Quality Complaints. • Ensures the delivery of the desired customer experience for all customer/employee engagements. • May manage development and execution of customer/consumer/employee multi-channel communications, workflow processes, and operating procedures to ensure effective and efficient contact center operations and consistent delivery of the desired customer experience. • May collaborate with internal stakeholders to develop and execute changes in processes/ procedures, plan and implement new strategies, share status of operations and key performance metrics, and manage escalated issues. • Manage escalated customer requests to resolution for assigned projects, and assess customer interactions to continually enhance the customer experience and achieve operational excellence.
Job Requirements
- Bachelor’s Degree (BA/BS) Healthcare Professional Degree (e.g. RN/BSN)
- Healthcare experience or experience as a pharmaceutical Field Sales Representative
- Scientific Acumen
- Customer service/ experience
- Strong communication; written & verbal
- Ability to summarize clinical trial/scientific information
- Customer centric focus
- Attention to detail
- Good typing/computer skills
- Ability to understand scientific information contained in Prescribing Information for products
- Must pass certification upon the completion of training to demonstrate proficiency in role
Benefits
- medical, dental, vision healthcare and other insurance benefits (for employee and family)
- retirement benefits, including 401(k)
- paid holidays
- vacation
- compassionate and sick days
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