Sr Customer Service Representative

Provides technical and medical information, and/or performs intake of adverse events/ product- complaints with quality customer servce. Analyzes and researches inquiries and documents interactions- according to organizational, client and regulatory guidelines. The information provided will be given to a- level in parallel with the individual's expertise, experience and training.- Essential Functions and Other Job Information:- Essential- Functions- Responds accurately and professionally to technical and medical information- pharmaceutical or device products. Processes fulfillments and provides clinical- trial information or after-hours on call support.- Analyzes caller's questions to formulate an accurate and concise responseusing client-approved resources and records inquiries and interactions in the- appropriate databases following organizational, client and regulatory- guidelines.- Identifies, records and triages adverse events and product complaintsaccording to organizational, client and regulatory guidelines and provides- additional support (including follow up) as needed.- Maintains knowledge of project and corporate policies and proceduresincluding client products, SOPs, protocols, GCPs, and all applicable regulatory- requirements.- Works with internal and external client contacts to resolve inquiries. Asneeded, researches medical literature and drafts responses for such inquiries.- Provides administrative support as needed.