Customer Support German/English - up to 80% remote w...

Functie

PPD Global Central Labs is a central laboratory to support clinical studies in the pharmaceutical industry. We are looking for a colleague to strengthen our team.

Tasks

• Acts as the point of contact for sites, ensuring that questions, material orders and request for information are responded and documented in an accurate and timely manner. Ensures that the sites are properly trained in aspects of the protocol (following the study flow sheet) relating to the department. Provides guidance on pre-analytical aspects of the study to ensure smooth flow of data to and from the site.
• Triages calls where necessary to appropriate individual/departments and follow through to resolution.
• Resolves queries so that efficient and timely sample analysis is undertaken by the laboratory so report turnaround time is met. Continually reviews exceptions to resolve so that the data is cleaned within the agreed timelines.
• Notifies the sites and all necessary contacts via telephone/fax of all relevant critical/voice alert values/ study specific requirements.
• Places all calls to the sites delivering sponsor alert, voice alert values (VAV) and any other critical values. Answers incoming phone calls, resolves different types of exceptions within assigned timelines.
• Monitors and escalates site issues through the appropriate departments/people e.g. project management to resolve and report as soon as possible. Ensures that all site issues are communicated and followed up to resolution, primarily to site and monitor. Reviews site performance metrics to educate where needed or to report back to monitor or sponsor. Informs site of the results or reasoning not to proceed.
• Follows the specifications and scope of work to evaluate requests for any additional test(s) (test performed in protocol) to be added to a sample. Evaluates the request for out of protocol testing following Scope of work for study. Facilitates requests to the appropriate person.
• Coordinates and resolves issues with samples at time of scanning to have the samples in the database and reported as soon as possible.

Jouw profiel

Education

• High / Secondary school diploma or equivalent and relevant formal academic / vocational qualification

Experience

• Previous experience that provides the knowledge, skills, and abilities to perform the job (comparable to at least 2 years) or equivalent combination of education, training, & experience.
• In some cases an equivalency, consisting of a combination of appropriate education, training and/or directly related experience, will be considered sufficient for an individual to meet the requirements of the role.

Knowledge, Skills, Abilities

• Accurate data entry skills with intermediate computer skills including Microsoft Office
• Strong analytical, interpersonal and time management skills
• Strong client and phone service skills
• Basic knowledge of Good Clinical Practices and department principals such as pre-analytical technique
• Excellent verbal communications and customer service skills in the English and German language
• Critical thinking and problem-solving skills to support quality decision making
• Good written and oral communication skills
• Ability to work in a collaborative team environment

• Briefwisseling sorteren, verdelen, frankeren en registreren
  E-mails behandelen
• Documenten invoeren en de lay-out verzorgen
  Documenten doorsturen en klasseren

Aanbod

We offer a permenent fulltime employment contract. You will work in a rotation system, 2 weeks from Monday to Friday and 2 weeks from Tuesday to Saturday. Possibility to work partly from home.

Solliciteren

Marije van Amsterdam
0471100668
marije.vanamsterdam@ppd.com