Customer Assistance Specialist - Overnight Shift at Thermo Fisher Scientific in Wilmington, North Carolina

Job Description:

Work Schedule

Third Shift (Nights)



Environmental Conditions

Office



Job Description



At Thermo Fisher Scientific, you'll discover meaningful work that makes a positive impact on a global scale. Join our colleagues in bringing our Mission to life - enabling our customers to make the world healthier, cleaner and safer. We provide our teams with the resources needed to achieve individual career goals while taking science a step beyond through research, development and delivery of life-changing therapies. With clinical trials conducted in 100+ countries and ongoing development of novel frameworks for clinical research through our PPD clinical research portfolio, our work spans laboratory, digital and decentralized clinical trial services. Your determination to deliver quality and accuracy will improve health outcomes that people and communities depend on - now and in the future.




Location/Division Specific Information



In our Medical Communication Team, We deliver outstanding service. We work to improve patient health by supplying high-quality medical information services on behalf of our clients to patients, healthcare providers and other client stakeholders. We lead medical information inquiries, document adverse events and product complaints, support product launches, and help clients set up successful medical communications operations in a sophisticated, global environment.



Discover Impactful Work:



The Customer Assistance Specialist provides high-quality customer service to client customers including consumers, healthcare professionals (HCPs), and client personnel. Identifies adverse events (AEs) and product complaints (PCs). Processes fulfillment (e.g., mail, fax, e-mail) and performs administrative responsibilities as needed.



A day in the Life:

• 
  The working shift for this position is on a rotating schedule, 8-12 hours per day between the hours of 8:00PM - 8:00AM EST. Weekends and holidays required.
  


• Details interactions according to PPD and client guidelines. Identifies AEs events and PCs.


• Maintains knowledge of policies and procedures including client products, SOPs, protocols, GCPs, and all applicable regulatory requirements.


• Processes medical information request (e.g., fulfillment) via e-mail; fax and regular mail.


• Performs line checks and system verifications and generate reports.


• Performs other duties as assigned.

Keys to Success:





Education

• High School diploma / Secondary school diploma or equivalent and relevant formal academic /vocational qualification

Experience

• Previous experience that provides the knowledge, skills, and abilities to perform the job (comparable to at least 2 years) or equivalent combination of education, training, & experience


• Good to Excellent English communication skills


• In some cases an equivalency, consisting of a combination of appropriate education, training and/or directly related experience, will be considered sufficient for an individual to meet the requirements of the role.

Knowledge, Skills, Abilities

• Excellent organizational skills


• Strong attention to detail


• Ability to balance multiple tasks


• Effective verbal and written communication skills


• Excellent problem-solving skills


• Excellent language skills (comprehension, speaking, reading and writing); Proficiency skills in a second language may be required


• Excellent computer and keyboarding skills


• Time management skills


• Excellent interpersonal skills


• Ability to work in a team environment and/or independently as needed


• Proven confidence and initiative


• Flexibility

Physical Requirements / Work Environment



Thermo Fisher Scientific values the health and well-being of our employees. We support and encourage individuals to build a healthy and balanced environment where they can thrive. Below is listed the working environment/requirements for this role:

• Ability to access and use a variety of computer software developed both in-house and off-the-shelf


• Ability to communicate information and ideas so others will understand; with the ability to listen to and understand information and ideas presented through spoken words and sentences


• May interact with others, relating and capturing critical information. Interaction includes diverse groups


• Works with mentorship or reliance on oral or written instructions from management. May require periods of driven concentration


• Performs a wide range of variable tasks as instructed by variable demands and changing conditions with little predictability as to the occurrence.

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