Commercial & Customer Engagement Specialist

Now Hiring: Commercial & Customer Engagement SpecialistsLocation: Remote in: AZ, CO, DE, FL, GA, IL, IN, KS, KY, MA, MD, MO, NC, NE, NJ, NV, NY, PA, RI, SC, TN, TX, VA, WVA | Pay Range: $22.00 - $23.50/hour Start date: July 14th 2025End date : December 12th (5-month contract) Alphanumeric is hiring Commercial & Customer Engagement Specialists to support a high-volume call center dedicated to delivering exceptional, personalized service. This role is responsible for addressing commercial inquiries, temperature and storage excursion questions, and on-label product information while ensuring appropriate triage of medical inquiries, Adverse Events (AEs), and Product Quality Complaints (PQCs). Key Responsibilities

• Respond to inbound calls, chats, and emails from patients, healthcare providers, vendors, and wholesalers with professionalism and empathy.
• Provide support related to product ordering, logistics, contracted customers, and wholesale/distribution.
• Answer general on-label product inquiries and assist with navigating commercial tools and resources.
• Assist with temperature excursion support, including tool troubleshooting and issue triage.
• Identify and report potential Adverse Events (AEs) and Product Quality Complaints (PQCs).
• Document interactions in CRM systems accurately and thoroughly.
• Serve as a liaison and brand ambassador for the client.
• Support rotational shifts and after-hours coverage as needed.

Job Requirements Required Skills & Attributes

• Strong interpersonal and communication skills across phone, chat, and email.
• Empathetic listener with a service-oriented mindset.
• Ability to identify and distinguish between general inquiries, AEs, PQCs, and medical information requests.
• Quick learner with adaptability to new systems and technologies.
• Team-oriented with strong problem-solving skills and attention to detail.

Qualifications:

• Bachelor's degree in Business, Supply Chain, or related field preferred; or 2-5 years of equivalent experience.
• 2+ years' experience in pharmaceutical/biotech call centers or related commercial/medical environments preferred.
• Experience in customer support, order-to-cash processes, or 3PL coordination is a plus.
• Familiarity with vaccine products or pharma/biotech is highly desirable.
• Bilingual candidates with strong English and [X/Y language] skills encouraged to apply.
• Proficiency in Microsoft Office and CRM systems; contact center telephony tools preferred.

Work Environment & Technical Requirements:

• Remote work setup with hardwired internet (15 Mbps up/down minimum).
• Quiet, private home office suitable for conducting professional calls.
• Ability to sit for extended periods and operate a computer-based workstation.

Join Alphanumeric and become part of a team that brings compassion, clarity, and high-quality service to patients and healthcare professionals every day.