Work ScheduleStandard (Mon-Fri)Environmental ConditionsOfficeJob DescriptionSummarized Purpose: Provides high quality customer service to client customers including consumers, health care professionals(HCPs), and client personnel. Documents interactions according to PPD and client guidelines. Identifiesadverse events (AEs) and product complaints (PCs). Processes fulfillment (e.g., mail, fax, e-mail) andperforms administrative responsibilities as needed. Essential Functions and Other Job Information: Essential Functions:Provides high quality customer service to client customers including consumers,HCPs, and client personnel. Documents interactions according to PPD and client guidelines. Identifies AEsevents and PCs. Maintains knowledge of policies and procedures including client products, SOPs,protocols, GCPs, and all applicable regulatory requirements. Processes medical information request (e.g., fulfillment) via e-mail; fax andregular mail. Performs line checks and system verifications, and generate reports. Performs other duties as assigned.Job Complexity: Works on assignments that are semi-routine in nature but recognizes the need foroccasional deviation from accepted practice.Job Knowledge :Applies acquired job skills and company policies and procedures to completeassigned tasks.Supervision Received:Normally follows established procedures on routine work, requires instructions onlyon new assignments.Business Relationships:Contacts are typically with individuals within own department and occasionally withcontacts outside own organization. Contacts involve obtaining or providinginformation or data requiring some explanation or interpretation.Qualifications:Education and Experience:High School diploma / Secondary school diploma or equivalent and relevant formal academic /vocational qualificationPrevious experience that provides the knowledge, skills, and abilities to perform the job (comparable toat least 2 years) or equivalent combination of education, training, & experienceIn some cases, a second language may be requiredYears of experience refers to typical years of related experience needed to gain the required knowledge, skills, and abilities necessary to perform the essential functions of the job. Yearsof experience are not to be used as the only determining factor in establishing the job class or making employment selection decisions.Knowledge, Skills and Abilities: Excellent organizational skillsStrong attention to detail Ability to handle multiple tasks Effective verbal and written communication skills Excellent problem solving skills Excellent language skills (comprehension, speaking, reading and writing); Fluency skills in a secondlanguage may be requiredExcellent computer and keyboarding skills Time management skills Excellent interpersonal skills Ability to work in a team environment and/or independently as neededDemonstrated confidence and initiativeFlexibilityManagement Role:No management responsibilityWorking Conditions and Environment: Work is performed in an office environment with exposure to electrical office equipment Constant interaction with clients/associates requiredConstant attention to detail-visual, mental Constant multi-taskingDaily exposure to high pressure, intense concentration neededRotating shifts may be requiredOccassional driving to site locations with occasional travel Long varied work hours required occasionallyPhysical Requirements: Frequently stationary for 4-6 hours per dayRepetitive hand movement of both hands with the ability to make fast, simple, repeated movementsof the fingers, hands, and wrists Occasional mobility requiredOccasional crouching, stooping, bending and twisting of upper body and neck. Light to moderate lifting and carrying (or otherwise moves) objects including luggage and laptopcomputer with a maximum lift of 15-20 lbs. or 6-9 kgs. Ability to access and use a variety of computer software developed both in-house and off-the-shelf Ability to communicate information and ideas so others will understand; with the ability to listen toand understand information and ideas presented through spoken words and sentences May interact with others, relating and gathering sensitive information. Interaction includes diversegroupsWorks with guidance or reliance on oral or written instructions from management. May requireperiods of intense concentrationPerforms a wide range of variable tasks as dictated by variable demands and changing conditionswith little predictability as to the occurrenceAbility to perform under stressRegular and consistent attendance