Serialization Agent

For the past 20 years, ProPharma has improved the health and wellness of patients by providing advice and expertise that empowers biotech, med device, and pharmaceutical organizations of all sizes to confidently advance scientific breakthroughs and introduce new therapies. ProPharma partners with its clients through an advise-build-operate model across the complete product lifecycle. With deep domain expertise in regulatory sciences, clinical research solutions, quality & compliance, pharmacovigilance, medical information, and R&D technology, ProPharma offers an end-to-end suite of fully customizable consulting solutions that de-risk and accelerate our partners’ most high-profile drug and device programs.

The Serialization agent position is part of the ProPharma Medical Information Contact Center and follows all corresponding regulations, industry standards, and client/internal policies regarding medical information and the collection and documentation of adverse events, special situation events, and product complaints.

Essential Functions:

Service delivery

• Intake of telephone calls from health care professionals and other external customers, primarily in relation to product serialization. Also includes monitoring and management of relevant electronic inboxes/sources on behalf of ProPharma’ s pharmaceutical clients.

• Triaging calls/e-mails as needed to the relevant team or department in a timely manner, such as medical Information requests.

• Accurately identifies, documents and reports product complaints in a clear and concise manner per government regulations, ProPharma Standard Operating Procedures (SOPs) and client Working Practices (WPs).

• Accurately identifies, documents and triages adverse events, pregnancy reports and special situation events in a clear and concise manner per government regulations, ProPharma Standard Operating Procedures (SOPs) and client Working Practices (WPs).

• Ensures tasks are completed within the deadlines documented in the agreed ProPharma SOPs and WPs.

• Provides accurate and timely responses utilizing client systems/portals, in relation to serialization verification.

• Logs all enquiries handled in an accurate, comprehensive, and timely fashion into Inquiry Handling Systems.

• Other activities as assigned as delegated by the Manager.

Quality Assurance

•  Maintains quality in all areas of the job, including performing quality checks on Product Quality Complaints and enquiries logged into the Inquiry Handling Systems.

General

• Provides after-hours coverage on a rotated basis subject to business requirements.

• Adheres to company and country-specific privacy policies, ensuring any confidential information or personal data related to ProPharma and its clients is managed in accordance with Data Privacy regulations described in ProPharma SOPs and the Confidentiality Statement within the Contract of Employment.

• Complies with the Company’s health and safety policies.

• Other activities as assigned as delegated by the Manager.

Necessary Skills and Abilities:

• Excellent verbal and written communication skills, professional telephone etiquette and empathetic customer service skills.

• Ability to write in a fluent and grammatically correct manner in the target language for the role.

• English language proficiency.

• Ability to multitask with attention to detail within restrictive timeframes, including sound planning, prioritizing and organizational skills.

• Ability to learn, take instruction and apply to daily operations/tasks.

• Receptive to constructive feedback and able to take responsibility for work allocated.

• Self-motivating. Ability to demonstrate initiative and internal drive. Willingness to seek out additional workload projects.

• Effectively work independently and as part of a team.

• Highly proficient in computer applications, including Microsoft Office software platforms and Adobe Acrobat, and experience using a document management system. Aptitude to learn other computer systems including inquiry handling database.

Educational Requirements:

• Bachelor of Arts Diploma (as a minimum)

Experience Requirements:

• Preferred: Interacting in a customer service environment

We celebrate our differences and strive to create a workplace where each person can be their authentic self. We are committed to diversity, equity, and inclusion. Employees are encouraged to unleash their innovative, collaborative, and entrepreneurial spirits. With a holistic approach as an Equal Opportunity Employer, we provide a safe space where all employees feel empowered to succeed.

All applications to roles at ProPharma are personally reviewed by a member of our recruitment team. We do not rely on AI screening tools to support our hiring process. You will always receive an outcome to your application so that you have an answer from us - whether you're successful or not.

Whilst ProPharma supports remote working, we also recognise the value that comes from in person collaboration. As such, we encourage any new hires that are based within a reasonably short commute of one of our offices to work on a hybrid basis and spend some time working from that office location, as agreed with your manager. All applications will be treated on their own merit and candidates will not be at any advantage or disadvantage based on their proximity to an office.

***ProPharma Group does not accept unsolicited resumes from recruiters/third parties. Please, no phone calls or emails to anyone regarding this posting.***