Customer Service and Training Operations Specialist

Purpose and Scope

Provides customer service support for the organization by providing operational efficiency and document retention for product replacement and customer needs. This role ensures that new hires to Tolmar have a successful on-boarding and learning path through effective communications and planning. The Customer Service and Training Operations Specialist also prepares customer service reports, and new hire training and certification reports for document retention and compliance needs.

Customer Service

Essential Duties & Responsibilities

• Manage all customer service programs to provide quality service to both internal and external customers. Ensure professional and courteous customer support services. Promote productive and positive experience with customers to ensure high quality support. Handle escalated customer service issues as needed.
• Provide timely feedback to the Executive Team regarding service failures or customer concerns.
• Manage the processes and document retention for all product replacement across the Tolmar product profile
• Address customer issues effectively and provide long-term problem resolution.
• Partner with sales team to meet and exceed customer’s service expectations.
• Analyze and manage quantitative and qualitative customer metrics (e.g., renewal rates, customer satisfaction scores, marketing campaign response, and product support effectiveness). Identify key issues in customer satisfaction and develop proactive solutions.
• Act as resource to customers on non-product related customer service requests and issues. Coordinate with other internal departments and customers to resolve issues and follow through with client until completion.
  
  

Training Operations

Duties span from administration, directional, to strategic execution to plan and support new hire onboarding training calendar and schedules, new hire welcome logistics, and IST training logistics.

• Partner with Sales Operations and Learning & Development and HR to establish new hire onboarding training calendar and corresponding training dates for each Business Unit track.
• Create individualized home study schedules for each new hire, specific to that product/Business Unit track.
• Author and communicate via welcome email, home study agenda, training modules, marketing materials, and logistics to each new hire prior to start date.
• Coordinate and schedule all new hire onboarding training sessions with cross-functional partners, sending all communications and calendar invites.
• Prepare and ensure training readiness: reserve training space, ensure food/beverage and supplies are ordered, etc.
• Training Operations technology, innovation and LMS, LxP development assistance with Training Manager and SOL&D Sr. Director.
• Assists Sr. Director of Sales Operations and Learning & Development and other cross-functional teams (Compliance, Finance and AP) with HCP Aggregate spend reporting for Federal and State Reporting needs.
• Development of training operations processes, efficiencies and document retention needed for on-going sustainment of learning tracks and improvements.
  
  

Knowledge, Skills & Abilities

• Knowledge of the Microsoft Office Suite, including Word, PowerPoint, Outlook, Excel and Access.
• Strong project management skills
• Strong strategic and business communication skills
• Strong customer service orientation.
• Demonstrated ability to analyze information and solve problems.
• Demonstrated ability to be reliable and a team player.
• Excellent phone etiquette and verbal communication skills.
• Ability to multitask and pay excellent attention to detail.
• Ability to be flexible and adapt to changing priorities.
• Ability to work independently on assigned tasks as well as to accept directions on given assignments.
• Ability to manage and organize for multiple deadlines.
• Learning Technology and Instruction Design skills preferred
  
  

Core Values

The Trade and Distribution Relations Account Manager is expected to operate within the framework of Tolmar’s Core Values:

Center On People

• We commit to support the well-being of our patients. We are committed to treating our employees and those we serve as valued partners. By placing people at the heart of our actions, we actively engage, invigorate, acquire knowledge, and grow together.
  
  

Are Proactive & Agile

• We embody a culture of engagement and action. With a hands-on approach, we fearlessly adapt to change. We anticipate, respond swiftly and efficiently to ignite a spirit that propels us towards extraordinary outcomes.
  
  

Act Ethically

• We are committed to consistently conducting our business in an ethical, compliant, and socially aware manner, in line with our purpose of positively impacting lives. We actively cultivate diversity, equity, inclusion & sustainability in our workplace.
  
  

Constantly Improve

• We are committed to a collaborative & proactive effort to improve our products, systems, processes, and services by reducing waste, increasing efficiency & improving quality.
  
  

Are Accountable

• We think, act, and communicate with honesty, transparency, and clarity in alignment with our core values. We don't compromise our values for near term gain. We take accountability & ownership of our work, actions, successes, and setbacks. We strive to deliver our best as we shape the future.
  
  

Education & Experience

• Bachelor’s Degree or Above Preferred
• In lieu of college degree, 5 years’ experience within Pharmaceuticals, customer service or training coordination.
• Two or more years of experience working in a customer service and/or Training Operations role.
  
  

Working Conditions

• Due to this being a Customer Service and Training Operations role, 90% of work is located in the Home Office.
• Professional office environment.