Customer Support Specialist - The Planet Group

Planet Interactive is seeking a Customer Support Specialist to join one of our well-known global pharmaceutical clients.

Pay: $35-$39/hr depending on experience 
Location: Hybrid (3 days on-site) in South San Francisco or in Lake County, IL

The Customer Support Specialist will closely collaborate with the U.S. Oncology Brand, Legal, Office of Ethics and Compliance (OEC), Field Operations, Field Sales, Central Consultancy Group (CCG), Finance, Purchasing, IT, Accounts Payable, Accounts Receivable, and Vendor Management to execute commercial program requests.

Customer Support Specialist's Responsibilities: 

• Manages and tracks contracting operations for external/customer facing initiatives such as Sponsorships, Exhibits, and Memberships.
• Supports department initiatives with cross-functional teams by working with CCG, Purchasing, Finance, Compliance, Regulatory, Legal, Accounts Payable, and IT to ensure all processes are followed and are complete in accordance with company requirements and/or standard operating procedures.
• Responsible for coordinating and tracking compliance documentation for each request.
• Track, monitor, and report any variance to process flows.
• Improve the contracting process by taking a step back, analyzing the process, identifying the bottlenecks, quantifying the issue, and recommending solutions.
•  Build and maintain relationships with Stakeholders.
•  Develops, tracks, and manages request timelines to ensure on time execution.
• Direct focus and resources to align with business strategy and needs.
• Leads and coordinates meetings and touch points with key stakeholders.
• Tracks and manages status and identify risks to achieving project milestones.
• Use multiple systems/software tools (Salesforce, Veeva, SRM, SNAPP, iHub, Vendor Master, Share Point, etc.) to capture, read, analyze, and report pertinent data.
• Provide support to the Vendor Management process.
• Receive invoice/payment requests, determines the appropriate compliant solution, and facilitates and/or executes payment.
• Follow the Administrative Check Requests process and ensures accuracy.
• Troubleshoot payment challenges elevated by assigned business unit staff and/or vendors.
• Ad hoc reporting.
•  Provide coverage support in the absence of other direct or cross-functional team members.

Customer Support Specialist's Qualifications:

• Bachelor's degree required.
• 3+ years of professional experience.
• Proficient in MS Word, Excel, PowerPoint, Outlook.
• Highly self-motivated, detailed and results-oriented; able to manage own schedule, work independently, track activities and expenditures.
• Strong organizational skills.
• Possesses strong project management, verbal, written and professional skills.
• Can effectively work with various departments and communicate clearly.
• Comfortable with last minute requests and changes.
•  Can thrive in an environment with some ambiguity.
• Ability to effectively manage multiple competing priorities.
•  Easily able to learn various new programs and processes.

Customer Support Specialist's Knowlege/Skills

• Understand the client's guidelines including, but not limited to, corporate branding, promotional material development, Veeva PromoMats review and corporate compliance.
• Understand the Agency Workflow Process including project initiation and kickoff, collaboration, necessary approvals, production and archiving.
• Demonstrate clear and concise written and verbal communication skills.
•  Demonstrate the ability to prioritize and multi-task to enhance productivity and manage workload.
• Possess ability to work in a high-volume, rapidly paced environment.

Customer Support Specialist's Preferred Qualifications:

• Knowledge of the client's policies, procedures, culture, and other brand team operations.
• Knowledge and experience in hematology and solid tumor markets.
• Pharmaceutical industry experience preferred.
• Continuous Improvement and/or Change Management skills.