Aerogen Pharma
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Customer Experience Representative
Headquartered in the vibrant city of Galway, Ireland, with offices around the world, Aerogen is proud to be the world leader in acute care aerosol drug delivery. Recognised through multiple MedTech awards and eight-time winner of the Zenith award for Respiratory Care Excellence in North America, collectively our employees make a difference to patients’ lives every day, having already reached 20 million patients in over 80 countries.
Our talented and skilled team collaborate to innovate, challenge and test not only in relation to our products but every facet of how we work. We lead the way, finding innovative solutions to even the most complex problems, all in the name of delivering better patient care.
Our business is growing rapidly across the globe and as we grow, our core culture of “We Care” universally connects us. We believe that your ambition and integrity fuels ours and we are committed to supporting our employees to reach their full potential through tangible investment in their careers. Join us as we continue to #discoverbetter.
What is the role?
Working closely with co-workers and vendors, the Customer Experience Representative will ensure customer needs and expectations are exceeded. The role will be responsible for processing all orders from beginning to end, ensuring client satisfaction, resolving any service issues, using problem solving abilities and deploying excellent communication skills to meet both internal and external customer needs. The CER will handle all customer inquiries and liaise closely with Commercial Team members and vendors to make sure all orders are received in a timely manner.
What are the key responsibilities?
• Foster excellent relations with all customers and promote the professional image of Aerogen in all dealings.
• Handle all order processing, discrepancies, inquiries, and customer service touch points accurately and efficiently. Will involve direct interface with customers, warehouse partner and Aerogen team members as required.
• Process new client onboarding tasks. Assure that all necessary details and resources are acquired to guarantee the utmost satisfaction with Aerogen while onboarding
• Establish new ship to locations within salesforce and 3PL’s system
• Answer CE phone line, ensuring the customers’ needs and expectations are exceeded. Document & communicate interactions as needed within PULSE.
• Respond to customer email inquiries in a timely manner and prioritize resolving issues. Escalate unresolved issues to Customer Experience Manager or AM when necessary.
• Follow established protocols for troubleshooting and issue resolution. Work within product guidelines/restrictions and in accordance with all regulatory requirements.
• Research, track, and complete all Customer Complaints and Warranty activity within accounts as required to close actions and PULSE cases.
• Assist with maintaining KPIs including On Time Delivery metrics, customer resolution, and opening & closing cases.
• Responsible for reporting internal/external communications as directed by Customer Experience Manager.
• Assist with maintaining customer data in 3PL’s system
• Collaborate with Sales team/AM’s to assure customers’ needs are exceeded.
• Document Sales team’s sample traceability log through cases in PULSE.
• Contributes to continuous improvement activities within job scope. Regularly reviewing training material for ongoing skill development and to stay updated and proficient in procedures and job tasks.
• All other job duties and activities as assigned/requested by manager.
What education and experience are required?
• 3-5 years of customer facing CSR experience and order management. Preferably working with 3rd party vendors, external warehouse and 3PL partners.
• High service orientation with strong attention to detail, effective organizational and problem-solving skills.
• Strong written and verbal communication skills
• Working knowledge of import/export and international shipping very helpful.
• Previous experience within a Commercial organization with Field Sales Reps in Pharma or Med Device a PLUS.
• Ability to generate high quality, accurate work output.
• Highly autonomous, self-directed, flexible, with a sense of urgency to exceed customer expectations.
• Strong IT skills including MS Office (Outlook, Excel, Word) and previous exposure to Salesforce and CRM platforms a plus.
• Ability and willingness to think and work outside of Job Description, learn new skills quickly.
• Associate degree preferred, will accept High School diploma/GED depending on the candidate’s experience.
What key skills will make you great at the role?
• Strong communication and phone skills, ability to handle customer issues smoothly and effectively to achieve customer expectations while maintaining professional demeanor and the reputation of Aerogen.
• Use office machines such as copiers, scanners, phones, fax etc. as needed to perform tasks.
• Manual dexterity to perform keyboarding tasks, ability to sit for extended periods with or without accommodations.
• Read, write, speak in English fluently.
• This is a hybrid role, Mon-Fri 8am-5pm. In Chicago office Tues/Wed/Thurs and remote Mon & Fri.
What is it like to work at Aerogen?
Our purpose is to transform patient lives and our ethos is to #discoverbetter. This also translates to how we look after our people. We want talented, passionate and engaged people to join Aerogen and build your career with us. We understand that your life evolves through different stages, and we are here to support our global team with a range of financial and non-financial rewards and benefits. There’s something for everyone! Here is an idea of what we offer:
• Excellent medical care.
• Bonus & Pension.
• ‘Aerogen Connect’ – our employee led programme which supports our global teams to unite and have fun.
• We pledge 1% of profits and time to charities and organisations.
Check out our careers website to discover more about Life at Aerogen.
Aerogen is committed to promoting diversity, inclusion and equality in the workplace. If you have any difficulty using our application process, please contact us by emailing careers@aerogen.com. Please include your name and preferred method of contact.
Chicago, USA
Commercial
Customer Experience Representative
Chicago
USA