Job Title: Customer Engagement Specialist
Department: Sales
About Pelthos:
Pelthos Therapeutics is a bio-pharmaceutical company committed to commercializing innovative, safe and efficacious therapeutic products to help patients with unmet treatment burdens. For more information, please visit our website at www.pelthos.com or follow us onLinkedIn and X.
Job Summary:
The Customer Engagement Specialist (CES) will serve as a critical resource in expanding access to Pelthos Therapeutics and its approved product. The CES will provide remote support to healthcare professionals through both inbound customer service and outbound telesales calls. Inbound responsibilities include responding to all healthcare professional inquiries regarding product information, coverage and access, patient support programs, and practice resources. Outbound responsibilities include proactive engagement with targeted healthcare professionals in white space territories and areas without field coverage, delivering compliant product education and access support.
Essential Duties & Responsibilities:
- Conduct outbound telesales calls to targeted healthcare professionals to deliver clinically relevant and compliant product information in territories lacking field representative coverage.
- Respond to inbound inquiries from healthcare providers regarding product information, coverage and access, patient support programs, and practice resources.
- Build and maintain professional relationships with physicians, office staff, and key stakeholders through consistent phone-based engagement and responsive customer service.
- Develop and apply working knowledge of disease states, treatment guidelines, formulary status, payer coverage, and access pathways to effectively support prescriber needs.
- Route specialized requests appropriately: field visit requests to Regional Sales Managers, medical inquiries to Medical Affairs, and patient support needs according to ZelsuvmiGO protocols.
- Document all customer interactions accurately in CRM system with detailed call notes to ensure continuity and tracking of engagement activities.
- Collaborate cross-functionally with Territory Managers, Market Access, and Medical Affairs teams to address customer needs and support overall business objectives.
- Provide first-call resolution whenever possible to enhance customer satisfaction and remove barriers to prescribing.
- Represent the company with professionalism, integrity, and a strong commitment to ethical and compliant behavior in all customer interactions.
- Other duties as assigned
Experience & Qualifications:
- Bachelor's degree from an accredited four-year college or university or equivalent experience.
- 1+ years of pharmaceutical/biotech customer service, inside sales, or telesales experience.
- Dermatology, Pediatrics, or specialty pharmacy experience is a plus.
- Ability to work independently in a remote setting with strong self-motivation and time management skills.
- Customer Service Excellence: Proven ability to handle high-volume inbound calls while maintaining service quality. Strong problem-solving and conflict resolution skills.
- Communication Skills: Exceptional phone presence with the ability to build rapport quickly and communicate complex information clearly and compliantly.
- Technical Proficiency: Experience with CRM systems, multi-channel communication platforms, and ability to navigate multiple systems simultaneously during customer interactions.
- Adaptability: Ability to toggle between reactive customer service and proactive outbound telesales while maintaining compliance and quality standards.
Physical & Environmental Requirements:
The essential functions of this position include:
- Lift up to 25lbs on an occasional basis
- Stand, walk, sit on a frequent basis
- Reach, hands and arms on a frequent basis
- Communicate using hearing and speech on a frequent basis (in-person and/or virtual)
- Use vision (color difference, depth perception) on a frequent basis
- Up to 15% travel.
These functions must be performed safely and effectively, without posing a direct threat to the employee or others, with or without reasonable accommodation.
