German/French Customer Engagement & Commercial Specialist - Remote (based in Spain)

<p>Alphanumeric is hiring a <strong>(English/German:  <u>mandatory</u> -- French:  <u>nice to have</u>) Customer Engagement/Commercial Specialist (Remote based in Spain)</strong> to work supporting one of the biggest Pharma companies in the world. We're seeking candidates with a passion for customer service, who are able to problem-solve with a focus on strategic thinking.</p><br/><p>Candidates will be chosen to deliver an optimized customer service experience in a personalized manner to answer inquiries relating to commercial (not sales), temperature, and storage excursion questions.</p><p>This candidate will provide responses for FAQs and general on-label information and will also be able to identify medical information inquiries and triage them to the appropriate department.</p><p>The role includes being able to identify potential Adverse Events (AEs) and potential Product Quality Complaints (PQCs) with concise and accurate documentation.</p><p><br/></p><p><strong>Please be aware we can only hire people already based in Spain with fully legal and valid documentation to work in the country. Please apply with your <u>CV in English</u>.</strong></p><br/><strong>Conditions</strong>:<ul><li><span><strong>Shifts</strong>: </span><span>Monday to Friday 40H/week. Due to the global reach of the company, flexibility to work shifts and adapt to different time zones is required.</span></li><li><span><strong>Employment</strong>: Permanent full-time, 100% remote from wherever you want in <strong>Spain.</strong></span></li><li><span><strong>Salary</strong>: Competitive and attractive salary.</span></li><li><span><strong>Benefits</strong>: Private health insurance + monthly internet allowance</span></li><li><span>Full training is provided and dozens of E-Learning courses are available</span></li></ul><strong>Mandatory Requirements:</strong><ul type="disc"><li>Fluent in <strong>English, German (mandatory) and French (nice to have).</strong></li><li>Based in <strong>Spain </strong>with fully legal and valid documentation to work in the country. </li><li>Experience in Customer Service or related fields. </li><li>Flexibility to have the training in different hours due to time zone differences. </li></ul><p><strong>General Requirements:</strong></p><ul><li>Bachelor in Business, Supply Chain or related fields is preferred and/or 2-5 years of experience.</li><li>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.</li><li>Prior experience in customer support (ie. logistics, order to cash 3PL/Distributor coordination) is an asset.</li><li>Prior experience with vaccine products in a Pharma/Biotech call center preferred</li><li>Previous contact center experience is an asset</li><li>Strong proficiency with spoken and written <strong>English, German (mandatory), and French (nice to have)</strong>, as well as excellent written and verbal communication skills.</li></ul><p><strong>Technical Requirements:</strong></p><ul><li>Experience with Amazon Web Services (AWS) Connect &amp; Salesforce Health/Service Cloud is preferred.</li><li>Knowledge of Operating systems: Windows through the current version and Microsoft Office tools.</li><li>Comfortable with PC Hardware environment: Laptops, Desktop and Printers.</li><li>Experience with contact center telephony, email, and chat tool is preferred.</li><li>Knowledge of using client relationship management systems is preferred.</li></ul><p><strong>Key Attributes and Responsibilities:</strong></p><ul><li>Responds to commercial inbound calls, chats, and emails from patients, healthcare providers (HCPs), and vendors in a professional and empathetic manner.</li><li>Provides customer support to wholesalers and/or distributors who purchase client products: including ordering, logistics, contracted customers.</li><li>Answers general inquiries from Consumers and/ or HCPs.</li><li>Works with third third-party vendors to provide wholesale/distribution support to requesters</li><li>Navigates and provides assistance navigating commercial tools and sites.</li><li>Work with various sites/content to ensure a Consumer or HCP receives prompt, complete, and professional customer service.</li><li>Assists with temperature excursion inquiries and updates (ie. connection to the online tool, troubleshooting temperature excursion origination).</li><li>Identifies and reports potential Adverse Events (AEs) and Product Quality Complaints (PQCs).</li><li>Responsible for documentation of case notes in the customer relationship management system (CRM).</li><li>Contract support, liaison, and represents the face of the client.</li><li>Identifies and triages medical information inquiries to the appropriate department.</li><li>Utilization of standard content (ie. on-label information).</li><li>Utilization of standard content, FAQs, product monographs, or other client-approved responses to deliver non-scripted on-label in