Job Information
ThermoFisher Scientific Sr Customer Service Representative in São Paulo, Brazil
Work Schedule
Other
Environmental Conditions
Office
Job Description
Summarized Purpose: Provides technical and medical information, and/or performs intake of adverse events/ product complaints with quality customer service. Analyzes and researches inquiries and documents interactions according to organizational, client and regulatory guidelines. The information provided will be given to a level in parallel with the individual’s expertise, experience and training.
Essential Functions:
• Responds accurately and professionally to technical and medical information inquiries received via phone, email, internet or mail in reference to pharmaceutical or device products. Processes fulfillments and provides clinical trial information or after-hours on call support.
• Analyzes caller’s questions to formulate an accurate and concise response using client-approved resources and records inquiries and interactions in the appropriate databases following organizational, client and regulatory guidelines.
• Identifies, records and triages adverse events and product complaints according to organizational, client and regulatory guidelines and provides additional support (including follow up) as needed.
• Maintains knowledge of project and corporate policies and procedures including client products, SOPs, protocols, GCPs, and all applicable regulatory requirements.
• Works with internal and external client contacts to resolve inquiries. As needed, researches medical literature and drafts responses for such inquiries.
• Provides administrative support as needed.
Job Complexity: Works on assignments that are moderately difficult, requiring judgment in
resolving issues or in making recommendations.
Job Knowledge: Has substantial understanding of the job and applies knowledge and skills to
complete a wide range of tasks.
Supervision Received: Normally receives little instruction on daily work, general instructions on newly introduced assignments.
Business Relationships: Contacts are frequent with individuals representing other departments, and/or representing outside organizations. Contacts involve obtaining or providing information or data on matters of moderate importance to the function, or the department, or which may be of sensitive nature.
Knowledge, Skills and Abilities:
• Strong verbal and written communication skills
• Strong language skills (comprehension, speaking, reading and writing); Fluency skills in a second language may be required
• Solid computer and keyboarding skills
• Good interpersonal skills
• Ability to work independently as well as part of a team.
• Ability to interpret client provided medical and technical information
• Organizational and time management skills
• Ability to maintain a positive and professional demeanor in challenging circumstances
Working Conditions and Environment:
• Work is performed in an office environment with exposure to electrical office equipment
• Constant interaction with clients/associates required
• Constant attention to detail-visual, mental
• Constant multi-tasking
• Daily exposure to high pressure, intense concentration needed
• Rotating shifts may be required
• Occasional driving to site locations with occasional travel
• Long varied work hours required occasionally
Thermo Fisher Scientific is an EEO/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status.