Now Hiring - InfoQuest Consulting Group, Inc. - Customer Account Analyst in Summit, NJ

Full description of the position

Duration & Type: 9 months Contract with a major pharmaceutical industry client Location: Summit, New Jersey

Responsibilities

:

• Earn the trust and confidence of customers by assuming ownership of the customer experience, making adjustments to strengthen customer touch points and interpersonal skills
• Assess, prioritize and process account requests for end customers and sales partners
• Possess a broad mastery of service and administrative functions, including in-depth knowledge of product features, contracts and administrative systems
• Monitor overall customer service experience to proactively identify gaps and recommend improvements
• Possess in depth knowledge of business operation systems, workflows and downstream impacts
• Demonstrate commitment to continuous improvement by identifying system or process issues and driving remediation
• Operate at a high level to consistently meet or exceed business unit quality and productivity standards
• Assist with peer-to-peer coaching and education as it relates to routine, specialty or product features, contracts or administrative systems
• Collaborate on cross functional projects and special assignments, acting as subject matter expert and department liaison
• Partner with leadership team to create/maintain department procedures and training materials
• Model and be a change champion to move the organization forward in support of strategic goals and objectives
• Operate with a high degree of discretion and apply independent decision making, with the ability to think outside the box and take calculated risks
• Model behavior that builds relationships with sales partners and end customers to develop loyalty and enhance customer experience
• Work independently with minimal direction, seeking guidance as needed. Required:
• Experience in high touch customer service environment preferred
• Excellent verbal and written communication skills and ability to craft internal and sales facing memos and documentation
• Expert proficiency in supporting a variety of business processes/products
• Able to achieve superior quality and productivity results in multiple functions
• Excellent organizational skills and attention to detail across a variety of tasks
• Demonstrate ownership and follow through when reviewing workflows, exceptions and anomalies and offer practical solutions
• High level of discretion and independent decision making with minimal leadership assistance
• Proficiency in Outlook, Microsoft Word and Excel and PowerPoint presentations preferred
• Education: College Degree required. For consideration, please send resume to [please apply online]