Customer Service III

Job Description

Here is the Position Detail’s:-

Job Title : Customer Service III

Location : North Chicago, Illinois USA 60064 / Florham Park, NJ 07932

Duration : 24 Months Contract (with possible extension)

Job Description

Contractor role for Support Services under Customer Service Operations.

Primary responsibility would be for our Kana system - AbbVie.com - "contact us" - consumers send inquiries, comments, and order entry.

SAP S4 Hana skills are requested.

Years of experience/education and/or certifications required:

2 years of customer service pharma

Highschool GED

No certification

SAP S4 Hanna would be nice to have – but can be trained on.

What are the top 3-5 skills requirements should this person have?

Pharma Customer Service - Demonstrates the ability to work collaboratively, gives customer service a high priority.

Demonstrates effective allocation of time in their workday. Deals effectively with distractions.

Demonstrates the ability to objectively analyze information, situations, or customer issues.

SAP S4 Hana

What type of environment is this person working in?

Working in a cubicle in the office. Open floor plan office.

Work Schedule (Define days,# of hours)/ Is Overtime offered or required? If yes, how many hours, what impact to scheduled working hours?

Monday – Friday 8-4:30 est. OT if needed, more than likely not. As needed bases.

Interview Process

1 or 2 other team members for a panel interview. 1 round interview, teams interview. 45 minutes.

Make sure interview is either at home, or private location. Not a moving location.

Does this position offer the ability to work remotely on a regular basis or is it an on-site role? If remote opportunity exists, what are the options (i.e. 1 day remote, 4 days on-site)?

Hybrid – Training is 4 days in office 1 day remote. If training is going well, it is then moved to 3 days in office and 2 days remote.

Day to day –

Triaging/responding to cases in Kana, entering orders in SAP S4 Hana. The Kana system are cases that come in from the Contact Us page on our AbbVie websites. The team member would either triage the case to the appropriate department or respond using a canned “hotkey”.

Kana - 60%

Order Entry - 40%

Description Details

Are you open to look at candidates willing to relocate?

no

Years of experience/education and/or certifications required:

- 2 years of experience in customer service

What are the top 3-5 skills requirements should this person have?

- Pharma Customer Service - Demonstrates the ability to work collaboratively, gives customer service a high priority.

- Effective Time Management

- Demonstrates the ability to objectively analyze information, situations, or customer issues.

- SAP S4 Hana (Preferred)

What is a nice to have (but not required) regarding skills, requirements, experience, education, or certification?

SAP can be trained.

What type of environment is this person working in?

Office setting

Work Schedule (Define days,# of hours)/ Is Overtime offered or required? If yes, how many hours, what impact to scheduled working hours?

Hybrid – Training is 4 days in office 1 day remote. (after training days will be flexible - 3 days in office and 2 days remote).

Hours - 8:00am – 4:30pm

3 to 5 years’ experience required. Must be able to learn and follow detailed instructions, use a variety of resources, and possess good organizational skills to provide accurate information. Must demonstrate patience, tact, empathy, and problem-solving skills with consistently good voice quality. Can work with complex computer applications and resource materials. Must have proven skills in the following PC software products MS Outlook, MS Excel, MS Word.

Experience Level = 3-5 YearsCompany Description

Select Source International (SSI) is a distinguished staffing company with nearly 25 years of experience, renowned for delivering top-tier workforce solutions encompassing staffing, recruiting, and managed services. As a proud supplier, we bring a wealth of expertise and best-in-business differentiators to comprehensively support your diverse workforce needs.

Based in Minneapolis, Minnesota, USA, SSI has established itself as a global leader, serving a broad clientele across industries with unwavering dedication and excellence. SSI is ISO 9001, 14001, and Soc2 Type2 certified, underscoring our commitment to quality and security. We have garnered numerous sustainability and supplier diversity awards, further validating our industry-leading capabilities

Hybrid remote