Customer Services Support Operator - Scheduling - KNOXVILLE, TN

Customer Care Scheduling Specialist

Join us in pioneering breakthroughs in healthcare. For everyone. Everywhere. Sustainably. Our inspiring and caring environment forms a global community that celebrates diversity and individuality. We encourage you to step beyond your comfort zone, offering resources and flexibility to foster your professional and personal growth, all while valuing your unique contributions.

The Customer Care Scheduling Specialist is responsible for providing high-quality customer support through phone, email, and web-based platforms while coordinating and managing scheduling activities related to products, pharmacy production, and deliveries. This role requires strong communication, problem-solving, organizational, and technical skills to support both customers and internal departments efficiently.

Key Responsibilities

• Provide customer support through inbound/outbound phone calls, email, and web-based applications.
• Listen to customer concerns and provide accurate, timely, and effective solutions.
• Respond to complex inquiries regarding products, pharmacy production, scheduling, and deliveries.
• Utilize internal databases to:
• Schedule doses
• Reschedule doses
• Cancel doses
• Transfer doses between pharmacies due to production disruptions
• Support internal departments with inquiries related to products, production, and logistics.
• Maintain in-depth knowledge of scheduling processes, including commercial and clinical trial dose scheduling.
• Communicate new web-based features and product updates to customers effectively.
• Investigate and resolve complex customer issues while documenting all activities in appropriate systems.
• Collaborate with team members and management to resolve escalated concerns.
• Work independently while following company procedures, best practices, and operational guidelines.
• Demonstrate strong time management, attendance, and professionalism.
• Perform additional duties as assigned.

Required Skills & Qualifications

• Strong customer service and communication skills
• Experience handling inbound and outbound calls
• Ability to manage multiple tasks in a fast-paced environment
• Problem-solving and conflict-resolution abilities
• Strong organizational and scheduling skills
• Attention to detail and accuracy in documentation
• Ability to work independently and collaboratively
• Basic proficiency in:
• Microsoft Excel
• Microsoft Word
• PowerPoint
• Outlook
• Microsoft Teams
• Experience using databases and web-based systems preferred

Preferred Qualifications

• Previous experience in customer service, scheduling, and logistics
• Experience handling complex customer inquiries and escalations

Work Environment

• Fast-paced customer support and scheduling environment
• Frequent interaction with customers, pharmacies, and internal departments
• Combination of independent work and team collaboration