Keen360 ยท 5 months ago
Customer Support Analyst - Pharmaceutical Sales
Hopewell Township, NJ
Contract
Onsite
Mid Level
3+ years expKeen360 is a Management Consulting firm that specializes in advising organizations to design business strategies and develop operational efficiencies. They are seeking a Customer Support Analyst to support their Sales Operations team by triaging and resolving issues for Pharmaceutical Sales Representatives, while documenting processes as needed.
AdviceConsultingManagement Consulting
Responsibilities
Handle requests initiated through a ticketing system in a professional and timely manner, providing ongoing feedback to the requestor about the status of their request
Document approaches as Standard Operating Procedures for new and challenging types of requests received
Analyze complex issues and distill concepts to others
Multitask and work in a fast-paced, time-sensitive environment while adhering to deliverables and timelines
Work in a professional and collaborative manner with strong interpersonal skills
Communicate effectively in written and verbal forms, and be comfortable with public speaking
Proactively identify risks and drive action to mitigate and resolve issues
Take on new challenges and work outside of one's comfort zone
Identify challenges in existing processes and develop actionable solutions and define process improvements
Support cross-functional teams and translate their business issues into actionable solutions
Provide value-added customer service and resolve issues from customers in a professional and timely manner
Identify gaps in business processes and recommend solutions to improve team efficiency
Qualification
Required
Skilled at analyzing complex issues and distilling concepts to others
Ability to multitask and work in a fast-paced, time sensitive environment while adhering to deliverables and timelines
Strong interpersonal skills, with the ability to work in a professional and collaborative manner
Adept at written and verbal communication and comfortable with public speaking
Able to proactively identify risks, and drive action to mitigate and resolve issues
Ability to take on new challenges and work outside of one's comfort zone
Ability to identify challenges in existing processes and perform in a dynamic environment to develop actionable solutions and define process improvements
Must have a proven track record of providing value added customer service
Ability to support cross-functional teams and the ability to understand and translate their business issues into actionable solutions
Excellent personal leadership, collaboration, communication (written, verbal, and presentation)
Strong critical thinking skills and attention to detail are required
The individual must perform in a dynamic environment with the knowledge to recommend and implement process improvements
Handle multiple projects simultaneously, adhere to deliverables and timelines, and be open to creative problem solving and team collaboration
Must have competency in MS Word, Excel, PowerPoint. Have the capacity to learn new technologies and data structures
Ability to resolve issues from customers in a professional and timely manner
Ability to identify gaps in business processes and recommend solutions to fix the process in order to make the team more efficient
Must have customer service experience in any capacity that demonstrates knowledge on dealing with customers on a continual basis
Preferred
Bachelor's Degree is a plus but not required
A minimum of 3 years of industry experience (healthcare, medical device or pharmaceutical) related to market, analytics, field sales, or sales support is preferred
Knowledgeable with syndicated data sources, such as iQVIA and with the sales process (pharmaceutical, etc.)
A clear understanding of Business Processes and how such processes impact the organization as a whole is preferred
Pharmaceutical Sales process knowledge is desired but not required
Experience in SalesForce.com, Veeva, BI tools, Field Reporting and CRM/SFA is a plus
Company
Keen360
We are advisors, integrators, and professionals who enable company leaders to engage with their markets and customers on the basis of superior data, insight, workflow, and service, especially in life sciences and health care.
11-50 employees
Funding
Current Stage
Early StageLeadership Team
Z
Zahid Khan
CEO
Recent News
2022-03-02
Company data provided by crunchbase