Customer Service Representative (Spanish / Call center)

Customer Service Representative (Spanish / Call Center) Duration: 4 months Job Summary: The Customer Service Representative serves as the primary point of contact for our U.S. pharmaceutical vaccine and hemophilia clients, managing orders, inquiries, and resolving issues while supporting internal stakeholders. Position Responsibilities Serve as the initial point of contact for customer telephone calls, maintaining service level metrics (90% of calls answered within 20 seconds). Perform all SAP transactions related to sales order management, including order entry, modification, application/removal of order blocks, and dispute processing. Process incoming orders in accordance with product or brand‑specific requirements such as REMS, limited distribution models, or product availability limitations. Maintain detailed knowledge of pharmaceutical trade policies, SOPs, and standard business processes to respond to customer and sales force inquiries. Proactively monitor corporate and departmental communications and relay timely, relevant information to customers. Research or expedite non‑routine customer inquiries to resolve questions or issues. Handle customer contacts professionally, diplomatically, and empathetically, adhering to quality monitoring guidelines and maintaining evaluation scores averaging 95% or better. Process disputes and adjustments for customer claims, including short shipments, overages, pricing discrepancies, entry errors, and shipping issues, obtaining proper approval and authorization for exceptions. Support Sarbanes‑Oxley compliance by adhering to internal controls and maintaining accurate SOX documentation for pricing disputes and other financial transactions. Triage and redirect callers that require assistance from other teams, partnering with internal stakeholders to resolve customer concerns. Initiate requests for new customer accounts and account changes, escalating to the Customer Master Data Team for handling. Provide support to customer and sales force users of Pharmaceutical Prime for navigation and how‑to questions, escalating technical issues when necessary. Complete all assigned training via the Pharmaceutical Compliance Education Center and Power 2 Learn. Participate in special projects as assigned. Employment Details W2 contract only; no C2C. #J-18808-Ljbffr Pioneer Data Systems, Inc