Under close supervision of the Customer CARE Supervisor or other supervisory/management level position, is responsible for ensuring customer resolution and satisfaction by providing AmerisourceBergen business-to-business customers with courteous, professional and quality service at all times. This includes developing strong relationships with customers to support their needs, learn their business, and become a trusted source to support a best-in-class patient minded experience. In this role, the CARE Associate I will be trained and knowledgeable to support multiple customer segments and expected to field and resolve a wide variety of customer issues from general requests to those with moderate complexity. This role includes executing in the areas of high-quality customer interactions via telephonic and email communications, web chat, and solution identification.
PRIMARY DUTIES AND RESPONSIBILITIES:
Confidently answer questions about products and services the first time customers ask. Act as trusted partner to resolve customer inquiries to completion. Listen and interpret customer information to accurately and promptly resolve issues. Build and maintain professional relationship in order to foster customer retention. Works with internal customers such as warehouse personnel, sales, IT, customer support and operations to ensure start-to-finish customer resolution. Processes all customer requests (from multiple sources such as email, chat, telephonic, etc.) to ensure customers receive the drugs their patients need. Performs data entry for purposes such as processing orders, accessing previous orders and special orders, and providing customers with current prices; researches any other inquiries as requested. Assists customers by offering alternatives whenever possible, liaise with manufacturers for accurate market information, availability, and drop shipment confirmation. Makes suggestions and recommendations to Supervisor/Manager in an effort to continually improve customer service operations. Complies with all appropriate policies, procedures, safety rules and regulations. Performs related duties as assigned. Qualifications: EXPERIENCE AND EDUCATIONAL REQUIREMENTS:
Requires broad training in fields such as business administration, accountancy, sales, marketing, computer sciences or similar vocations generally obtained through completion of a two year associate's degree program, Pharmacy Technician program/certification, technical vocational training or equivalent combination of experience and education. Previous healthcare customer service B2B experience is desirable. Bilingual (Spanish) communication (speaking/writing) skills a plus. Normally requires less than three (3) years of directly related experience.
MINIMUM SKILLS, KNOWLEDGE AND ABILITY REQUIREMENTS:
Strong customer service skills Strong interpersonal skills Good decision making skills Good analytical skills Ability to communicate effectively both orally and in writing Ability to resolve customer issues quickly and creatively in order to improve customer satisfaction Ability to adapt to fast-paced, complex, and evolving healthcare marketplace Strong organizational skills; attention to detail Basic knowledge of Microsoft Word, Excel and inventory management system
A little about us:
Where knowledge, reach and partnership shape healthcare delivery.