Leah Mackrell

Customer Facing Support:
• Act as the single and direct gateway to White Glove customers. Partner with internal stakeholders to offer a differentiating customer experience.
• Develop and implement personalized services for customers that prioritize their needs while maintaining Sanofi priorities.
•Address customer issues by gathering information to develop and implement a solution. Utilize vaccine expertise, commercial operations knowledge, and network to anticipate and and resolve complex issues with a holistic view.
• Have a deep understanding of the customer's journey, preferences, needs and pain points. Create a seamless relationship-based experience.
• Personalized Customer Service:
• Prioritize and design customer specific project work. Work cross functionally to implement simplified processes designed to enhance the customer experience.
•Assist customers by managing complex internal processes. Provide timely updates throughout the process.
• Work with customers to ensure product is delivered as intended. Handles issues that would prevent the customer from placing and receiving an order.
• Manage the complexity of season-related issues and the variability of the ordering process for customers.

* Responsible for servicing all needs of external and internal customers. This includes but is not limited to placing product orders, answering product/billing/market questions, handling return inquiries or any other miscellaneous service requests from customers through verbal/written communication or any other communication channel identified within the customer contact center, which may include but is not limited to phone, e-mail or web-collaboration.

* Responsible for servicing and analyzing customers including Physicians’ Offices, Hospitals, Managed Care Organizations, County, City and State and Public Health.

* Successfully provide customer service by opening new accounts, taking orders, providing information regarding customers’ accounts receivable, providing product information, and handle inbound emails from customers.

• Managed customer inquiries and provided product information effectively.