Customer Service / Customer Service Representative
Job Description
Job Description
Job Description:
This is a contractor role under Customer Service Operations (Support Services), primarily handling case triaging and order entry. The role will involve the following:
- 60% in Kana System
- Triaging cases to appropriate departments
- Responding to consumers using predefined canned responses (“hotkeys”)
- 40% Order Entry in SAP S4 Hana
Required Experience & Education:
- 3–5 years of experience in Pharmaceutical Customer Service
- High School Diploma or GED required
- No certifications required
- SAP S4 Hana experience preferred (can be trained)
Key Skills & Competencies:
- Pharma Customer Service Experience
- Demonstrates strong customer service mindset
- Comfortable working across departments (NJ, IL, CA teams)
- Time Management
- Effectively allocates time, handles distractions, and meets deadlines
- Analytical Thinking
- Capable of objectively assessing customer issues and information
- Collaboration & Communication
- Works well with others across various platforms (Teams, phone, Kana)
- Technical Proficiency
- SAP S4 Hana (preferred, but trainable)
- Proficient in MS Outlook, Excel, Word
- Adaptability to Systems & Processes
- Ability to learn Kana triaging, use hotkeys, and navigate cheat sheets
Work Environment:
- Office-based (cubicle/open floor plan)
- Collaborative and supportive team culture across multiple locations
- High-volume case days (e.g., ~250 Kana cases on Mondays shared across team)
- Order Entry volume may peak at ~50 orders/week at the beginning of the month
Remote Work Policy:
- Training: 4 days onsite, 1 day remote
- After Training: 3 days onsite, 2 days remote
Company DescriptionSelect 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
Company 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.\r\n\r\nBased 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