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Customer Service/Data Entry - Bilingual

Job brief

Customer service aims to ensure a positive and productive experience for customers. Customer service reps often act as the first/primary contact for all types of customers and must maintain the highest standards of customer care, as well as ethical and regulatory compliance in all communication. 

 

General requirements 

Employee must fulfill the following general requirements for employment at Stallergenes Greer, including but not limited to: 

• Complies with applicable standard operating procedures. 

• Adheres to policies, standards, and guidelines. 

• Fulfills requirements of role training curriculum. 

• Updates job knowledge by participating in training and development opportunities. 

• Practices good hygiene and personal sanitation practices. 

• Protects and preserves Stallergenes Greer physical property and equipment. 

• Protects and preserves Stallergenes Greer intellectual property and confidential information. 

• Conducts all interactions with stakeholders in a professional and ethical manner. 

 

Specific job requirements

• Answers the phones during business hours.

• Checks and follows up on voicemail messages.

• Responds to customer requests and questions appropriately.

• Monitors customer service email account and responds to customer requests and questions appropriately.

• Enters order-specific information into Sage database (e.g. ETAs, appointment dates, status updates)

• Makes outbound calls as needed (e.g. confirms shipping hours, follows up regarding incomplete orders, returning calls, etc.)

• Generates price quote and prepay letters.

• Completes daily order processing as assigned.

• Completes record filing on daily basis.

• Submits office supply inventory reports and supply purchase requests on weekly basis.

• Receives office supplies against purchase orders and puts away office supplies as needed.

• Maintains photocopier and label printer with adequate supply of ink and paper.

• Tracks the number and type of calls (in and outbound) and emails each day.

• Completes all documentation according to GDP.

• Immediately reports any potential adverse events to PV as outlined in PV-SOP-001.

• Attends and participates in regular team meetings.

• Comes prepared for weekly 1:1 meetings with supervisor.

• Provides daily reporting of call and email statistics (accurate and up-to-date).

• Contributes to team effort by completing other work as needed.

Requirements

Physical demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee may be required to sit for extended periods of time, looking at a computer screen. Eye and muscle strain, backaches, headaches, and repetitive motion injuries can be avoided by applying ergonomic principles.
Computer skills
• Proficient in MS Office (Word, Excel, PowerPoint, Outlook, Teams).
• Aptitude and willingness to learn new technologies.
Additional skills
• Pays careful attention to details and is thorough in completing tasks.
• Communicates clearly and effectively.
• Engages with honesty and respect, understanding that healthy conflict can lead to creativity and better solutions.
• Chooses to remain pleasant and helpful, displaying a cooperative attitude.
• Manages time and priorities well.
• Models a continuous improvement mindset and looks for opportunities to improve: both own performance and processes within the team.
• Demonstrates integrity by being transparent, authentic, fair and ethical.

Work Experience Requirements:
•    Some work experience preferred

Education Requirements:
•    High School Diploma or equivalent required 
•    Some post-secondary education preferred

About STALLERGENES GREER Ltd

Stallergenes Greer is a fully integrated global biopharmaceutical company specialising in the diagnosis and treatment of allergies through the development and commercialisation of allergen immunotherapy (AIT) products and services.

Our purpose is to enable precision medicine to improve life for people with allergies.

Stallergenes Greer has an extensive global footprint, the largest allergen and finished AIT product manufacturing capacity globally. The company’s broad product portfolio, available in multiple formulations (subcutaneous, sublingual drops and tablets), offers patients innovative solutions to improve life for people with allergies.

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