Customer Support Analyst - Pharmaceutical Sales

Our client has engaged us to establish a Sales Operations support team to triage and resolve issues impacting Pharmaceutical Sales Representatives and their organizations. Requests will be initiated through a ticketing system and the Customer Support Analyst will be expected to handle these requests in a professional and timely manner, with ongoing feedback to the requestor as to the status of their request. As new and challenging types of requests are received, the Customer Support Analyst will be expected to document their approach as Standard Operating Procedures

The ideal candidate should possess great communication, presentation and organizational skills. They should be able to conduct an extensive amount of research at a rapid pace, and feel comfortable engaging experts throughout the organization to obtain the necessary answers and resolutions. The candidate must also be comfortable with a predefined Service Level Agreement (SLA) and being held accountable to such SLA on a day to day basis.

It is preferred the expert be comfortable with computer systems and confident to learn new systems as needed. Experience in SalesForce.com, Veeva, BI tools, Field Reporting and CRM/SFA is a plus.
• Bachelor’s Degree is a plus but not 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.
• 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.)
• 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.
• A clear understanding of Business Processes and how such processes impact the organization as a whole is preferred
• 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
• Pharmaceutical Sales process knowledge is desired but not required.

Keen360 is a Management Consulting firm that specializes in advising organizations to design Business strategies, develop operational efficiencies and deliver innovative solutions to achieve measurable results. Our projects range from pure design and development topics to more transverse transformation involving multiple business lines or regions.

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