Product Specialist (Biotech)
Purpose:
Position provides support to Merchants Fleet Management clients, vendors and internal product managers. With a focus on delivering superior customer service with expertise and emphasis in support of the products assigned.
Key Responsibilities and Tasks:
Support all product requests from internal and external clients from the time they commit to enrolling in products to the end of the vehicle lifecycle
Process product related transactions and drive client retention by timely fulfillment and follow through of all driver/fleet manager related transactional duties to meet Service Level Agreements
Work in partnership with members of the team and inter-departmentally as needed in providing client support
Efficient use of TotalView (Merchants internal application) and Salesforce to serve Merchants Fleet clients
Cross training with other Product Specialists on new product assignments or cross departmental support
Assist with confidently establishing and generously sustaining relationships with client and vendors
Skills:
Good organizational, time management, and problem-solving skills
Ability to prioritize work and work on a variety of tasks effectively
Excellent written and verbal communication skills
Able to work well independently as well as part of a team
Strong communication and listening skills
Adept at producing accurate work, dealing with interruptions, and meeting deadlines
Unwavering focus on the client, and a passion for products
Some knowledge of product development process is a strong plus
Skilled at quickly establishing rapport and credibility with a wide range of stakeholders
Exercises good judgement, takes initiative and is adaptable to change
Outstanding client service abilities to include professional phone manner and ability to maintain a high level of quality with every interaction
Ability to stay calm under pressure with the ability to adjust in an ever changing and fast paced environment
Must be able to manage stress levels during high volume periods and adapt to various personalities and stressful situations
Proficient in Microsoft Office suite
Experience:
2+ years of experience in product management or product development highly desired
Educations:
BA/BS degree or equivalent
