AmerisourceBergen Specialty Group

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Customer Support Specialist II

at AmerisourceBergen Specialty Group

Posted: 2/21/2019
Job Status: Full Time
Job Reference #: 00001T68
Keywords: support

Job Description

MINIMUM SKILLS, KNOWLEDGE AND ABILITY REQUIREMENTS:
CORE CAPABILITY REQUIREMENTS:
Communications for Results

Intermediate (I): Conducts discussions with and writes memoranda to all levels of colleagues and peer groups in ways that support troubleshooting and problem solving. Seeks and shares relevant information, opinions, and judgments. Handles conflict empathetically. Explains the context of inter-related situations, asks probing questions, and solicits multiple sources of advice prior to taking action.

Customer Service Orientation

Basic (B): Asks questions and conducts investigations in response to clients' requests for assistance on day-to-day needs. Responds promptly and courteously. Updates clients on progress. Instructs clients on products and services and how to apply them to their business processes. Escalates to appropriate parties as needed. Makes customers and their needs a primary focus of one's actions.

Information Seeking

Basic (B): Seeks information on both formal and informal processes. Uses appropriate tools, techniques and sources to gather, update and monitor information. Checks for accuracy of interpretation. Seeks out the appropriate people for guidance when needed depending on the type of issue.

Openness to Learning

Basic (B): Identifies knowledge gaps. Asks questions of subject matter experts and seeks help when needed. Uses information resources and learning tools. Keeps abreast of information, developments and best practices within a field of expertise (e.g., by reading, interacting with others, or by attending learning events).

Problem Solving

Basic (B): Investigates defined issues with uncertain but limited cause. Solicits input in gathering data that help identify and differentiate the symptoms and root causes of defined problems. Suggests alternative approaches that meet the needs of the organization, the situation, and those involved. Escalates issues with suggestions for further investigation and options for consideration.

Process Orientation

Basic (B): Shares processes steps with others. Helps others understand existing processes, how they work, and their overall importance to the organization. Shares process information and makes informal recommendations on how to improve processes and overall job execution.

Teamwork

Intermediate (I): Actively solicits ideas and opinions from others to quickly accomplish specific objectives targeted at defined business outcomes. Openly encourages other team members to voice their ideas and concerns. Shows respect for differences and diversity, and disagrees without personalizing issues. Utilizes strengths of team members to achieve optimal performance.

Thoroughness

Intermediate (I): Demonstrates operational agility. Uses organizational systems that result in multiple critical activities to be identified and completed on time. Renegotiates priorities as necessary. Puts systems in place and uses them to monitor and detect errors and problems. Tests and inspects outputs, and applies quality checks prior to work submission.

*Explanation of Proficiency Level Definitions

Proficiency scale definitions are provided to help determine an individual's proficiency level in a specific competency. The rating scale below was created as a foundation for the development of proficiency level definitions used for assessments.

Being Developed: (BD)

Demonstrates minimal use of this competency; limited knowledge of subject matter area; needs frequent assistance and close supervision for direction. Currently developing competency.

Basic: (B)

Demonstrates limited use of this competency; basic familiarity of subject matter area; needs additional training to apply without assistance or with frequent supervision.

Intermediate: (I)

Demonstrates working or functional proficiency level sufficient to apply this competency effectively without assistance and with minimal supervision; working/functional knowledge of subject matter area.

Advanced: (A)

Demonstrates in-depth proficiency level sufficient to assist, consult to, or lead others in the application of this competency; in-depth knowledge in subject matter area.

Expert: (E)

Demonstrates broad, in-depth proficiency sufficient to be recognized as an authority or master performer in the applications of this competency; recognized authority/expert in subject matter area.




We offer competitive total rewards compensation. Our commitment to our associates includes benefit programs that are comprehensive, diverse and designed to meet the various needs across our associate population.

  • Healthcare for associates and eligible dependents, same-sex and domestic partners
  • Paid time off, including vacations and holidays
  • Paid volunteer time off
  • Life insurance and disability protection
  • Pet insurance
  • Employee Stock Purchase Program
  • Retirement benefits and more…

Throughout our global footprint and various business units, we take a balanced approach to the benefits we offer. Many benefits are company-paid, while others are available through associate contributions. Specific benefit offerings may vary by location, position and/or business unit.



Qualifications

AmerisourceBergen is a publicly traded Fortune 12 global healthcare solutions company and is one of the world's largest pharmaceutical services companies. Powered by our associates around the world, we provide pharmaceutical products and business solutions that improve access to care.  We operate the backbone of the healthcare supply chain. We drive the future of local care delivery.  We guide medical innovations to market.  We create healthier futures.