MAP Customer Advocate

Founded in 2002, Tanner Pharma Group is a specialty service provider in the biopharmaceutical industry focused on improving patient access to medicines on a global basis. Tanner Pharma offers its biopharmaceutical partners a portfolio of four distinct service offerings that span the product lifecycle from clinical development to commercialization. With its global headquarters in Charlotte, North Carolina and offices in the United Kingdom, Switzerland and Brazil, Tanner Pharma is in a phase of rapid growth. The purpose of this role is to provide high-quality service to Tanner Pharma customers. The Managed Access Program (MAP) Customer Advocate serves as the primary point of contact with Tanner customers, pharmacists and physicians. The MAP Customer Advocate is required to work closely and constructively with key internal stakeholders within Tanner to deliver consistently high standards of service to Tanner’s customers and facilitate clear and regular communication.

Role Accountabilities

Expected Responsibilities for the MAP Customer Advocate are:

Customer Service

1. New customer account creation.
2. Receive and process incoming telephone calls, e-mails, and faxes in a timely manner.
3. Provide quotes to customers for products and services.
4. Communicate program-specific requirements to customers, physicians, and pharmacists.
5. Ensure orders & enquiries are processed in a timely manner.
6. Place vendor Purchase Orders, liaise with the supplier as needed, and proactively follow up with the supplier on any issues or delays.
7. Liaise with Tanner Logistics for shipping, ensuring all required documentation is available.
8. Track and ensure that each delivery is timely and close out each shipping task with Proof of Delivery; proactively communicate with customers about delays and issues related to shipments.
9. Support Tanner Program Managers with data collection activities.
10. Respond to customer enquiries regarding orders, service needs, product complaints, customer accounts, deliveries and back orders, or triage as appropriate.
11. Ensure high standards of accuracy from quotation request to order receipt to final delivery.
12. Provide information to customers on country-specific and program-specific requirements.
13. Resolve simple customer problems and analyze customer service needs.
14. Liaise with Program Managers, Logistics, Quality, and management teams as required to provide the best customer experience possible. Serve as liaison between customers and the internal key stakeholders within Tanner.

Desired Candidate Profile & Capabilities

Required:

1. Demonstrated experience in a customer service role, with the advantage of working in healthcare (Pharmaceuticals or allied services a big advantage).
2. Preferably based in Cork, Ireland.
3. Excellent verbal and written communication skills in English.
4. At least one additional language.
5. Customer Orientation: The ability to demonstrate concern for satisfying one’s external and/or internal customers.
6. Communication: Able to communicate in a clear, appropriate, effective, and efficient manner in various situations (1:1 or group settings, verbal & written). Works well with a team to achieve a common goal.
7. Time Management: The ability to effectively prioritize tasks and present great time management and organizational skills.
8. Detail-Oriented: Ability to accomplish/complete tasks while demonstrating a thorough concern for all the areas involved, no matter how small.
9. Team Member: Ability to integrate with the organizational Core Values, culture, and team climate. Works well with a team to achieve a common goal.

Salary commensurate with experience. Attractive performance incentive plan. Vacation and paid sick leave. Candidates may be required to organize reference calls upon request. Confidentiality will be respected. Additionally, Pre-employment drug and background screening will be required. Tanner Pharma Group is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected Veteran status.

Job Type

Full-time

Schedule

1. 8 hour shift

Experience

1. Microsoft Office: 3 years (required)
2. Customer Service: 2 years (required)
3. ERP systems: 1 year (preferred)
4. Pharmaceutical Industry: 1 year (preferred)

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