Client Support Specialist I

Position Summary:

Responsible for supporting client relationships through the maintenance of client records, generation and processing of contracting and estimates as well as business related functions such as accounts receivables, monthly billing, and account maintenance activities including expeditious response to client/ prospect inquiries and coordination of client communications to task owners within Operations and Quality Assurance.

Essential Duties & Responsibilities:

Work with BD team and supervisor to develop, define, enhance and implement specific business and operational goals, processes, and procedures, including but not limited to:

• Work in tandem with the Client Relations team to ensure high quality, high touch client service through responsive support and absolute confidentiality.
• Communicate as necessary with the Operations and Quality Assurance teams to ensure client needs, timelines and expectations are met.
• Understand and facilitate the onboarding process of a client including contracting and client orientation.
• Facilitate, generate, process, and file client contracts such as Mutual Non-Disclosure Agreements, Master Service Agreements, and Statements of Work in coordination with the Legal team.
• Coordinate the review of Safety Data Sheets for material to be stored within a Sentry facility with Environmental, Health, and Safety team.
• Generate estimates for Sentry services such as temperature-controlled storage, distribution, labeling/packaging, logistics coordination, and ancillary supplies/services demonstrating a comprehensive understanding of cost structure and relevant charges.
• Generate Requests for Proposal responses including applicable client/prospect questionnaires.
• Capture and maintain client/prospect information within the Client Records Management (CRM) system including contacts, company financial status, product/service portfolio, website, locations, mergers/acquisitions, applicable contracting, service history, and audit history.
• Within the Client Records Management (CRM) system, create and maintain client/prospect projects along with related tasks to be performed tracking and documenting progress.
• Perform monthly pre-billing activities to consolidate and document storage, distribution, end-to-end logistics, labeling/kitting/ packaging, operation, and quality assurance service fees by client for invoice generation and client payment fully understanding the billing process from initial order request to final billing.
• Assist the Accounts Receivable team with client inquiries and past due invoices as requested.
• Additional duties as assigned by supervisor.

Qualifications:

• Superior communication and organizational skills.
• Ability to consistently develop a positive rapport with clients and team members.
• Embraces change and is dedicated to continuous improvement. Consistently searching for more efficient and effective ways to improve processes and procedures.
• Strong problem solving, solutions orientation.
• In-depth knowledge of regulatory requirements for cGMP-controlled storage, distribution, and manufacturing.

Education and/or experience:

Associate or bachelor's degree preferred, five years of professional business/sales experience with a proven track record, or combination of both is required. Experience in pharmaceutical/biotech or a highly regulated industry is a plus.

Computer Skills

Strong working knowledge of Microsoft Office 365 Suite (Word, Excel, Power Point, etc.); customer records management software (CRM) and enterprise resource planning (ERP) software.

Language Skills

Ability to communicate effectively verbally and in writing; the ability to read and interpret documents such as Master Service Agreements, Statements of Work, Standard Operating Procedures, safety rules, operating and maintenance instructions, and procedure manuals; the ability to write routine reports and correspondence; and the ability to speak effectively before groups of clients or Sentry employees.

Mathematical Skills

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals; the ability to compute rate, ratio, and percentage and to draw and interpret bar graphs.

Reasoning Ability

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form; the ability to deal with problems involving several defined variables in standardized situations.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to talk, hear, stand, walk, and use hands to handle or feel. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision and distance vision.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.

Other Skills and Abilities

• Able to maintain regular and predictable attendance.
• Able to establish and maintain effective relationships with those contacted within the line of work.
• Attention to detail
• Able to manage multiple priorities.