Work Schedule
Standard Office Hours (40/wk)Environmental Conditions
OfficeJob Description
As part of our PPD clinical research team, you’ll have the opportunity to support groundbreaking studies that make a real difference in patients’ lives.
Position Summary
As a Customer Assistance Specialist, you will provide high quality customer service to client customers including consumers, health care professionals (HCPs), and client personnel. Documents interactions according to PPD and client guidelines. Identifies adverse events (AEs) and product complaints (PCs). Processes fulfillment (e.g., mail, fax, e-mail) and performs administrative responsibilities as needed.
What You'll Do:
•Provide high quality customer service to client customers including consumers, HCPs, and client personnel.
•Document interactions according to PPD and client guidelines. Identifies AEs events and PCs.
•Maintain knowledge of policies and procedures including client products, SOPs, protocols, GCPs, and all applicable regulatory requirements.
•Process medical information request (e.g., fulfillment) via e-mail; fax and regular mail.
•Perform line checks and system verifications, and generate reports.
•Perform other duties as assigned.
Rquired Education and Experience:
• High School diploma / Secondary school diploma or equivalent and relevant formal academic / vocational qualification
• Previous experience that provides the knowledge, skills, and abilities to perform the job (comparable to
at least 2 years) or equivalent combination of education, training, & experience
• In some cases a second language may be required
In some cases an equivalency, consisting of a combination of appropriate education, training and/or directly related experience, will be considered sufficient for an individual to meet the requirements of the role.
Working Enviornment:
Thermo Fisher Scientific values the health and wellbeing of our employees. We support and encourage individuals to create a healthy and balanced environment where they can thrive. Below is listed the working environment/requirements for this role:
•Work is performed in an office environment with exposure to electrical office equipment
•Constant interaction with clients/associates required
•Constant attention to detail-visual, mental
•Constant multi-tasking
•Daily exposure to high pressure, intense concentration needed
•Rotating shifts may be required
•Occassional driving to site locations with occasional travel
•Frequently stationary for 4-6 hours per day
•Repetitive hand movement of both hands with the ability to make fast, simple, repeated movements of the fingers, hands, and wrists
•Occasional mobility required
•Occasional crouching, stooping, bending and twisting of upper body and neck.
•Light to moderate lifting and carrying (or otherwise moves) objects including luggage and laptop computer 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 to and understand information and ideas presented through spoken words and sentences
•May interact with others, relating and gathering sensitive information. Interaction includes diverse groups
• Works with guidance or reliance on oral or written instructions from management. May require periods of intense concentration
• Performs a wide range of variable tasks as dictated by variable demands and changing conditions with little predictability as to the occurrence
• Regular and consistent attendance
Skills Required
- High school diploma or equivalent (or vocational qualification)
- Approximately 2 years of relevant experience (or equivalent combination of education, training and experience)
- Previous customer service experience interacting with consumers, healthcare professionals, or client personnel
- Knowledge of SOPs, protocols, GCPs, and applicable regulatory requirements
- Ability to identify and document adverse events (AEs) and product complaints (PCs)
- Ability to process medical information requests and fulfillment via e-mail, fax, and mail
- Proficiency using computer software (in-house and off-the-shelf) and office equipment
- Strong communication, attention to detail, multitasking, and ability to work under pressure
- Second language proficiency (may be required in some cases)
Thermo Fisher Scientific Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Thermo Fisher Scientific and has not been reviewed or approved by Thermo Fisher Scientific.
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Retirement Support — The package includes a 401(k) with a strong company match and an employee stock purchase plan, which are viewed as meaningful components of total rewards.
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Leave & Time Off Breadth — Starting paid time off around three weeks, along with paid holidays, sick time, bereavement, volunteer time, and options to add more, is consistently highlighted as a strength.
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Parental & Family Support — Paid parental leave for primary caregivers plus additional bonding time, together with adoption/fertility assistance and childcare benefits, provides robust family support.
Thermo Fisher Scientific Insights
What We Do
Thermo Fisher Scientific Inc. is the world leader in serving science, with annual revenue of approximately $40 billion. Our Mission is to enable our customers to make the world healthier, cleaner and safer. Whether our customers are accelerating life sciences research, solving complex analytical challenges, increasing productivity in their laboratories, improving patient health through diagnostics or the development and manufacture of life-changing therapies, we are here to support them. Our global team delivers an unrivaled combination of innovative technologies, purchasing convenience and pharmaceutical services through our industry-leading brands, including Thermo Scientific, Applied Biosystems, Invitrogen, Fisher Scientific, Unity Lab Services, Patheon and PPD.
Why Work With Us
You will join a company which every colleague has the opportunity to create possibilities, for oneself, for our customers and patients. There is no more exciting place to be than at the forefront of solving problems which help improve lives around the world. As a company, we are committed to supporting your career aspirations and your journey.
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