Customer Service

Job Title: Customer Service Support

Duration: 24 Months

Location: North Chicago, IL 60064

Shift - Days: Monday-Friday, 8:00 AM - 4:30 PM EST

Work Schedule - Hybrid

Training Phase: 4 days in-office, 1 day remote.

Post-Training: 3 days in-office, 2 days remote.

Overtime: Rare, only as needed

Roles and Responsibilities

• Triaging/responding to cases in Kana, entering orders in SAP S4 Hana.
• The Kana system are cases that come in from the Contact Us page on our websites.
• The team member would either triage the case to the appropriate department or respond using a canned "hotkey".
• Kana System (60%):
  
  
  
  • Triage/respond to cases from "Contact Us"
  • Route to appropriate department or use canned "hotkey" responses
  
  
  
  
• Order Entry (40%):
  
  
  
  • Enter orders into SAP S4 Hana system
  
  
  
  

• 3-5 years of customer service experience
• Minimum of 2 years in pharmaceutical customer service

• Skills:
  
  
  
  • Pharma customer service
  • Effective time management
  • Analytical and problem-solving skills
  • Strong communication (voice quality, empathy, patience, tact)
  • Strong organizational and multitasking abilities
  • Proficiency in MS Outlook, Excel, Word
  • Ability to follow detailed instructions and use complex application
  
  
  
  
• Technical:
• SAP S4 Hana (preferred, but can be trained)