Current Job Openings

Customer Advocate

Company & Role Description

Founded in 2002, Tanner Pharma Group is a specialty service provider in the biopharmaceutical industry focused on improving patient access to medicines on a global basis. Tanner Pharma offers its biopharmaceutical partners a portfolio of four distinct service offerings that span the product lifecycle from clinical development to commercialization. With its global headquarters in Charlotte, North Carolina and offices in the United Kingdom, Switzerland and Brazil, Tanner Pharma is in a phase of rapid growth.

The purpose of this role is to provide high-quality service to Tanner Pharma customers. The Customer Advocate serves as the primary point of contact with Tanner customers, pharmacists and physicians for matters related to supply of medicines via Managed Access Programs (MAPs). This should be achieved by answering enquiries via email and phone, processing customer orders for medicines, and addressing service needs and complaints.  The Customer Advocate is required to work closely and constructively with key internal stakeholders within Tanner to deliver consistently high standards of service to Tanner’s customers and facilitate clear and regular communication. The Customer Advocate will deliver this through maintaining detailed knowledge of the Company’s relevant products and services and liaise with other team members to keep them up to date with customer needs.  The Customer Advocate is required to understand and work within Good Distribution Practice (GDP) requirements and compliance with local regulatory bodies (such as HPRA, AEMPS, BfArM, etc).

Role Accountabilities
Expected Responsibilities for the Customer Advocate are:

Customer Service

  • New customer account creation.
  • Receive and process incoming telephone calls, e-mails, and faxes in a timely manner.
  • Monitor and own the customer service email inbox.
  • Set up new products in Tanner ERP system (NetSuite).
  • Provide quotes to customers for products and services.
  • Provide and process Patient Access Forms to/from physicians and pharmacists.
  • Communicate program specific requirements to customers, physicians, and pharmacists.
  • Ensure orders & enquiries are processed in a timely manner.
  • Place vendor Purchase Orders, liaise with the supplier as needed, and proactively follow up with supplier on any issues or delays.
  • Obtain all import and customs documentation from customers for their orders.
  • Liaise with Tanner Logistics for shipping, ensuring all required documentation is available.
  • Retrieve temperature data loggers from customer for each shipment and record data in NetSuite.
  • Track and ensure that each delivery is timely and close out each shipping task with Proof of Delivery; proactively communicate with customer about delays and issues related to shipments.
  • Support Tanner Program Managers with data collection activities which includes the provision and receipt of documents via email.
  • Respond to customer enquiries regarding orders, service needs, product complaints, customer accounts, deliveries and back orders or triage as appropriate.
  • Own each customer order and ensure high standards of accuracy from quotation request to order receipt to final delivery.
  • Provide information to customers on country-specific and program-specific requirements for procuring medicines from Tanner (i.e., documentation needed, permits required, etc.).
  • Resolve simple customer problems and analyse customer service needs for communication to the Program Management or Global Service Delivery teams.
  • Escalate customer complaints or issues where necessary to the Program Management or Global Service Delivery teams for immediate action; document in NetSuite.
  • Liaise with Program Managers, Logistics, Quality, and management teams as required to provide the best customer experience possible.
  • Promptly notify Tanner’s pharmacovigilance unit of all adverse reactions reported on the company’s products; document in NetSuite.

Administration

  • Ensure filing and documentation is up-to-date and is compliant with standard operating procedures and work instructions.
  • Complete required reports within designated timeframes.
  • Provide updates to Drug Distribution Plan as needed.
  • Liaise with PMs and the Global Service Delivery team to ensure proper implementation and management of program in accordance with the program sponsor’s wishes.
  • Serve as liaison between customers and the internal key stakeholders within Tanner.
  • Master computer skills and required software programs.
  • Ensure proper documentation of all ordering activities.

Knowledge and Compliance

  • Solid understanding of GDP guidelines.
  • Expertise in country shipping requirements (i.e. which documents are required for the import permit, customs clearance, etc.).
  • Compliance and Quality Assurance are a part of your DNA.
  • Understanding of issues affecting the customers who prescribe our products and patients who use them.
  • Up-to-date knowledge of Tanner’s standard operating procedures and policies and ensure compliance.
  • Understanding and full compliance with relevant Anti-Bribery, anti-Corruption Acts, legal demands, and ethical standards.

Desired Candidate Profile & Capabilities
Required:

  • Demonstrated experience in a customer service role.
  • Preferred to live in Cork or surrounding areas.
  • Experience in managed access setting or pharmaceutical industry highly advantageous.
  • Additional European languages extremely advantageous.
  • Competent computing skills, specifically utilizing emails and databases.
  • Prior experience with ERP systems and/or NetSuite beneficial.
  • Compassion for the patient and their families.

Soft skills:

  • Customer Orientation:  The ability to demonstrate concern for satisfying one’s external and/or internal customers.
  • Communication:   Able to communicate in a clear, appropriate, effective and efficient manner in various situations (1:1 or group settings, verbal & written) Works well with a team to achieve a common goal.
  • Time Management:  The ability to effectively prioritize tasks and present great time management and organizational skills.
  • Detail-Oriented: Ability to accomplish/complete tasks while demonstrating a thorough concern for all the areas involved, no matter how small.
  • Team Member:   Ability to integrate with the organizational Core Values, culture, and team climate.  Works well with a team to achieve a common goal.

Compensation & Benefits

  • Salary commensurate with experience.
  • Attractive performance incentive plan.
  • Vacation, Volunteer and paid sick leave.

Tanner Pharma Group’s Core Values: Everything we do at Tanner Pharma Group is dictated by our values. We take them very seriously, and we’re proud of this unwavering commitment.

Check out www.tannerpharma.com to learn more about our company.

Candidates may be required to organize reference calls upon request. Confidentiality will be respected. Additionally, Pre-employment drug and background screening will be required.

Tanner Pharma Group is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected Veteran status.

Job Type: Full-time | Non-Exempt

Pay: €28,000.00-€32,000.00 per year

Schedule:

  • 8 hour shift

Supplemental pay types:

  • Bonus pay

Experience:

  • Microsoft Office: 3 years (required)
  • Pharmaceutical Industry: 1 year (required)
  • Customer Service: 2 years (required)
  • ERP systems: 1 year (preferred)

Language:

  • English (required)
  • any other languages (preferred)

Apply Now

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