at Spectraforce Technologies Inc. in WaukeganNorth Chicago, Illinois, United States
Job Description
Position Title: Contract Management Coordinator - Customer Service
Length of assignment: 8 months (possible extension)
Location/Site: Hybrid-onsite: Tuesday, Wednesday, and Thursday at North Chicago, IL 60064.
Hours: 8:00 - 5:00 PM CST
Purpose:
Describe the primary goals, objectives or functions or outputs of this position.
Partner with our customers to effectively resolve Contract Management System (CMS) issues through phone, email, and Microsoft Teams.
Provide support and guidance to professionals across the CMS customer base.
Provide accurate contract processing utilizing the CMS.
Responsibilities:
List up to 10 main responsibilities for the job. Include information about the accountability and scope.
Develop deep knowledge of the CMS platform.
Respond to customer inquiries in a timely and accurate matter.
Assist with answering how-to questions and navigation through a variety of workflows, i.e., onboarding, contract review, and Adobe Sign contract execution.
Collaborate with internal stakeholders to identify opportunities to evolve current external/internal CMS system communications, reference/training guides, and iHUB system "help text" functionality.
Diagnose software issues and engage with systems teams to remove roadblocks.
Follow-up regarding the status of contracts of US, OUS consultants and affiliate companies managed.
Independently review, draft and process standard boilerplate contractual template agreements through CMS.
Answer company's Consulting hotline calls and triage to correct resource.
Qualifications:
List required and preferred qualifications (up to 10). Include education, skills and experience.
High School diploma or equivalent. Some college preferred.
2-4 years of experience within a customer service / administrative role, working in a fast-paced environment, specifically the pharmaceutical industry is a plus, with a desire to provide a high level of customer service.
Proficient in Microsoft Word, Excel, Outlook, OneNote, Teams, DocuSign, Adobe Sign
The smartsheet application is a plus
Demonstrates good systems and business process aptitudes
Must possess the appropriate level of skills necessary to effectively interface with all levels of company's employees, external Healthcare Professionals, Scientific Advisors, Vendors and Patients.
Fast learner with robust problem-solving and critical-thinking skills
Strong communication, presentation, and interpersonal skills and the desire to provide a high level of customer service.
What are the top 3-5 skills requirements should this person have?
Great verbal and written communication skills.
Provide interpersonal and customer service driven outcomes, i.e. - empathy, time management, active listening, emotional intelligence, and problem-solving.
Ability to independently perform contract review and compliance reviews.
Excellent organizational skills, attention to detail, and strong oral and written communications skills.
Experience in a fast-paced environment with the ability to multi-task
What is a nice to have (but not required) regarding skills, requirements, experience, education, or certification?
Experience and past roles would trump education requirements.
Experience in an administrative / customer-service related role within the pharma and legal industries.
Ability to turn technology jargon into layman terms to assist CMS customers.
What type of environment is this person working in?
Candidate must have the ability to interact/collaborate with fellow colleagues within an open office setting, attend on-site and virtual meetings, and must be onsite in the office three (3) designated days a week.
SPECTRAFORCE is an equal opportunity employer and does not discriminate against any employee or applicant for employment because of race, religion, color, sex, national origin, age, sexual orientation, gender identity, genetic information, disability or veteran status, or any other category protected by applicable federal, state, or local laws. Please contact Human Resources at nahr@spectraforce.com if you require reasonable accommodation.
