Customer Service Representative; Spanish​/Call center

Customer Service Representative (Spanish / Call Center)

Duration: 4 months

Job Summary: The Customer Service Representative serves as the primary point of contact for our U.S. pharmaceutical vaccine and hemophilia clients, managing orders, inquiries, and resolving issues while supporting internal stakeholders.

• Serve as the initial point of contact for customer telephone calls, maintaining service level metrics (90% of calls answered within 20 seconds).
• Perform all SAP transactions related to sales order management, including order entry, modification, application/removal of order blocks, and dispute processing.
• Process incoming orders in accordance with product or brand‑specific requirements such as REMS, limited distribution models, or product availability limitations.
• Maintain detailed knowledge of pharmaceutical trade policies, SOPs, and standard business processes to respond to customer and sales force inquiries.
• Proactively monitor corporate and departmental communications and relay timely, relevant information to customers.
• Research or expedite non‑routine customer inquiries to resolve questions or issues.
• Handle customer contacts professionally, diplomatically, and empathetically, adhering to quality monitoring guidelines and maintaining evaluation scores averaging 95% or better.
• Process disputes and adjustments for customer claims, including short shipments, overages, pricing discrepancies, entry errors, and shipping issues, obtaining proper approval and authorization for exceptions.
• Support Sarbanes‑Oxley compliance by adhering to internal controls and maintaining accurate SOX documentation for pricing disputes and other financial transactions.
• Triage and redirect callers that require assistance from other teams, partnering with internal stakeholders to resolve customer concerns.
• Initiate requests for new customer accounts and account changes, escalating to the Customer Master Data Team for handling.
• Provide support to customer and sales force users of Pharmaceutical Prime for navigation and how‑to questions, escalating technical issues when necessary.
• Complete all assigned training via the Pharmaceutical Compliance Education Center and Power 2 Learn.
• Participate in special projects as assigned.

• W2 contract only; no C2C.