Customer Service & Support Jobs in Monterrey, Mexico (Now Hiring) — 4 open

Industry/Sector

Not Applicable

Specialism

Managed Services

Management Level

Senior Associate

Job Description & Summary

Education/Certifications: A graduate with relevant experience in life science meetings & events, pharmaceutical, device or healthcare setting working with HCPs, HCOs or Patients.

Roles and Responsibilities, generally: Acts as the point of contact for HCPs, HCOs, patients and stakeholders both pre-and-post engagement, providing high-quality interactions.  Responsibilities can include but are not limited to: addressing external expert onboarding challenges, supporting the issuance of contracts as needed, facilitating redline requests and escalations, handling complex external expert inquiries with a high degree of care and follow through, supporting invoice/payment queries and answering business owner questions. Additional role requirements include facilitating travel requests and questions between HCP and travel agency for non-cross-border engagements. This is an external expert (HCP, HCO and patient) and stakeholder-facing role, requiring professionalism, service orientation, and compliance awareness.

Responsibilities may include, but are not limited to:  

• General engagement support: Answer questions and conduct outreach to business owner/stakeholders or HCPs as needed as it relates to HCP/HCO onboarding, activity requests, contracting, travel requirements, invoicing and payments
• Contracting:
  • Facilitate offline HCP/HCO contract execution between HCP/HCO and internal signor
  • Review contract redline requests to adhere to established standards and escalate to Legal for review
  • Conduct outreach to follow up with business owners and/or HCP/HCO for outstanding contracts
  • Facilitate contract amendment requests by liaising with business owners and HCP/HCOs as necessary
• Travel & Logistics:
  • Address complex HCP/HCO scenarios as it relates to activities, contracts, travel, or payments
  • Facilitate HCP travel request submission
  • Communicate HCP travel arrangements to business owners and HCPs
• Post engagement support:
  • Support the reconciliation and recordation of HCP logistic expenses in system of record including:
    • Collecting and reconciling activity invoices in system of record;
    • Review and categorize invoice items by spend type and HCP participation;
    • Support the transition of engagement to post-engagement team members and address questions related to HCP payments or transfer of value data

Other:

• Learn and support adoption of automations and tools related to HCP, HCO or Patient engagement
• Manage deliverables on or ahead of deadlines and reporting any issues/risks beforehand
• Any other responsibility that flows naturally and logically to this role

Skills:

• 3–5 years of experience within healthcare provider engagements
• Strong understanding of HCP engagement compliance and regulatory environment both domestically and internationally, preferably experience with obtaining country or institutional authorizations, as applicable.
• Significant customer service experience, with ability to consistently deliver “white glove” service to customers
• Strong, professional communication skills
• Ability to logically, and critically evaluate HCP, HCO and Patient engagement and follow process steps, apply research skills to identify issues, and solution challenges for resolution
• Experience with contracting using templates and supporting redline requests
• Familiarity with advanced Excel, HCP engagement software, and CRMs
• Strong English language spoken, reading comprehension and writing skills
• Self-directed, team player with ability to work in a fast-paced environment, with attention to detail and a strong emphasis on quality, accuracy and accountability.

Travel Requirements

Up to 20%

Job Posting End Date

septiembre 11, 2026