Careers at Knipper

At Knipper, our most valuable resource is our people. With experienced leadership from across the life science industries and a diverse workforce possessing a myriad of skill sets and expertise, our employees are what differentiate us most from our competition. It takes special people to so firmly adopt and continuously demonstrate the type of customer-centric culture that is the hallmark of all Knipper solutions. Committed – driven – intelligent people that can listen effectively, ask the right questions, build the right teams, and develop the best tools and processes to deliver success every time.

We are committed to our employee’s success. We believe in building a solid working relationship with each of our employees that is founded in mutual trust and caring. We want every Knipper employee to be successful in their career, to learn and grow, and to be well compensated for their efforts.

Business Systems Analyst - (Somerset, NJ)

Job Description:

The Business Systems Analyst’s role is to define and plan enabling solutions for drug sampling and literature fulfillment programs after gathering and analyzing business and systems requirements. In partnership with the head of System Design & Planning, BSA decides which solution best matches the business/technical needs, and determines whether the request represents configuration or modifications. The BSA works directly with customer-facing colleagues and pharmaceutical clients using effective communication and business acumen in tandem with a working technical knowledge of the company’s solution offerings. SDLC responsibilities include solution planning; requirements definition and documentation; facilitating development and testing; and preparing for the launch and operational support of the solution. Serve as the primary contact for the assigned information systems by being a liaison between technical staff and clients. Will be the IT product owner (subject matter expert) for the assigned information systems. Provide post-implementation support to all stakeholders including triaging system problems. Identify the best solution to a job request and coordinate the resolution accordingly. Accountable for system administration including, client and user setup, and business rule configurations for the assigned information systems. Plan and participate in deployment of information systems they are responsible for. Generates reports and queries using SQL skills, and analyzes data to make conclusions Meet with various stakeholders including decision makers, system owners and end users to understand their business models/needs and gather requirements for new solutions. Analyze the requirements and translate them into project vision, project deliverables, business process flows, system models, detailed requirements specifications and sample data as per Knipper’s standards, policies and procedures. Provide a set of alternative solutions to address the stakeholder’s needs and achieve consensus on the solution that needs to be implemented. Lead design sessions in prototyping new systems for the purpose of enhancing business processes, operations and information process flow. Either prepare or oversee the preparation of system requirements specifications, functional design specifications, and data interface agreements

Openings: 1


Requirements:

Ability to evaluate business processes from a business and technical perspective. Experience in gathering requirements, analysis and documentation. Proven experience in overseeing the design, development, and implementation of software and hardware solutions, systems, or products. Experienced with software development methodologies/life cycles and associated processes. Experienced with object-oriented concepts, modeling, practices and procedures. Excellent analytical, mathematical, logical and creative problem-solving skills. Excellent understanding of the organization’s goals and objectives. Excellent written and oral communication skills. Excellent listening and interpersonal skills with ability to develop good working relationships. Keen attention to detail. Ability to effectively prioritize and execute tasks in a high-pressure environment. Strong customer service orientation. Experience working in a team-oriented and collaborative environment. Well versed in Microsoft Office productivity tools such as Outlook, Word, Excel, Access and/or PowerPoint. Experience with Pharmaceutical commercial data models including HCP profiles, customer target lists, rep rosters, drug sample transactions Experience with Pharmaceutical drug sample order management and distribution processes, sample accountability regulations (PDMA) and processes, touch point interactions with HCPs Health care, Pharmaceutical or life science industry experiences a plus. Knowledge of Visio or other diagramming software a plus. Knowledge of entity relationships and ability to query databases using SQL. Knowledge of MS SQL and .Net applications and development

Education:

Bachelors Degree in computer science, information systems, or a business discipline. 7+ years work experience as a business analyst with technical skills ,or as a systems analyst with business requirements experience

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Customer Service Representative - Call Center (Lawrenceville, NJ)

Job Description:

The Customer Service Representative (CSR) is an important member of the contact center team that maintains customer relationships, understands products and services, understands and researches inquiries, assembles and communicates information, verifies customers' understanding of information, answers and records customer inquiries and expands the customer base both in terms of the number of customers and in the number of products being sampled by each customer. KEY RESPONSIBILITIES: Promote meaningful relationships and brand loyalty through engaged and informed conversation with customers and sales representatives by handling incoming phone calls and emails requesting samples, literature and product information following business rules. Responsible for all initial interaction via phone and email with customers and sales representatives, including capturing profiling answers about the practice, other healthcare professionals at that practice and servicing the requests of the practice according to business rules. Answer calls, emails and requests to meet and exceed service level goals. Strive to fulfill requests during initial contact with the customer. Having the product knowledge to detail and “up sell” all products in the portfolio and to evaluate whether the customer qualifies for auto shipment according to business rules. Able to balance priorities, working with team members, between inbound calls, responding to inbound email requests and making outbound calls to messages left on voicemail. Accurately and completely capture information and update systems appropriately . Share feedback about customer and sales rep request trends and overall suggestions for improvement with supervisor. Handle potentially negative situations with customers and sales representatives with tact and diplomacy. Be flexible, organized and able to comply with constantly changing business rules about processes, products and literature offerings. Investigate issues that cannot be resolved at the time of the initial call and follow through until issue resolution. Understand when an issue must be escalated and to whom it should be escalated. Make outbound calls for other reasons as required. Find in the systems and provide availability, tracking and shipping information as needed. Assist department with additional duties as directed by the Manager and provide timely completion of special tasks when requested. The above duties are meant to be representative of the position and not all-inclusive.

Openings: 1


Requirements:

1-2 years of customer service experience in a call center or similar environment Work in the medical or pharmaceutical area a plus. KNOWLEDGE, SKILLS & ABILITIES: Excellent Written and Oral Communication Skills. Active listening skills. Able to quickly establish rapport/relationships on phone instill trust and confidence on phone. Must be able to demonstrate ability to think on your feet, fill empty space with relevant discussion. Must demonstrate a true passion for speaking with people, cannot be shy in conversations. Able to present a positive spin on disappointing news. High Productivity. Focus on the Customer . Desire for Continuous Learning. Ability to work independently and as a productive part of the Customer Service Team with little direction from the Manager. Adaptable, flexible and readily adjusts to changing departmental and business needs. Computer literate with Microsoft Office, including Outlook. Ability to multi-task. Able to deal with frustrated and angry customers. Able to prioritize own work depending on call and email volume.

Education:

High School Diploma or equivalent.

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Material Handler/Forklift Operator 7:30 - 4pm /11:30 am - 8 pm (Lakewood, NJ)

Job Description:

POSITION SUMMARY: The associate is certified in the safe operation of assorted material handling equipment. Able to complete duties as directed by management both accurately and in a timely manner. KEY RESPONSIBILITIES: Maintains a safe work environment at all times. Reports any unsafe issues to the supervisor. Focus on quality and accuracy as part of the company wide goal: Quality First Display: Caring, Honesty, Accountability, Respect, and Trust (CHART). Maintains a clean work environment at all times in accordance with sanitation standard operating procedures. Expected to maintain good general housekeeping practices throughout the facilities. Reports any sanitation issues to the supervisor. Participate in user training that is led by qualified staff members that will include but is not limited to: hands on the job training, material handling safe practices, Warehouse Management System (WMS) navigation, and Standard Operating Procedures (SOP) training. Said trainings are documented accordingly. Certified to safely operate material handling equipment in various areas and various applications. Some of the equipment types are: sit down counter balance, deep reach truck, order selector, turret truck, and electric pallet jacks. Equipment can be expected to be utilized in standard aisle configurations, wire guided configurations, and in refrigerated configurations. The equipment will be utilized for inbound trailer unloading, put away of stock, movement of stock, cycle counting of stock, picking of stock, and outbound loading of trailers and LTL. Those with company authorization may be qualified to drive company vehicles such as box truck and vans. Said vehicles can be expected to be driven between facility sites, special deliveries, vendor applications, and post office deliveries. As directed by the WMS, users will be expected to follow the system direction to complete daily activities. Activities are done by utilizing the WMS through either radio frequency (RF) equipment, pick to light technologies, or computer based work stations. Users can be expected to work within various areas of distribution such as: Receiving, assorted pick modules, Kitting, Shipping, Returns, DEA, freezer, and refrigerated space. Assorted WMS tasks such as receiving incoming materials, counting, sorting, verification of item numbers, lot numbers, expiration dates, counting, data entering, and other visual verifications will be conducted frequently. Along with WMS functions, other software applications such as UPS, FedEx, USPS, and shipment End of Day processes will be used daily. Expected to assist with the training of new employees. Perform other assigned tasks as directed by management.

Openings: 2


Requirements:

Must be forklift certified. Must be proficient in MS Excel and use of scale counter. Basic math skills are necessary. Knowledge of WMS (Warehouse Management System). Must be able to lift 50 to 70 pounds. One year related experience and/or training.

Education:

High school diploma or general education degree (GED).

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Sample Accountability Technical Support Specialist (Somerset, NJ)

Job Description:

POSITION SUMMARY: The Sample Accountability Technical Support Specialist will serve as the technical and business process liaison between the Sample Accountability Department (SA), Information Technology (IT), Software Engineering (SE), and other departments within the organization. Responsibilities include maximizing current analytical tools, creating complex Excel spreadsheets and PowerPoint presentations, and building Access databases, all with a high-level of proficiency, and with adherence to the Prescription Drug Marketing Act (PDMA), client business rules, work instructions and internal corporate policies and procedures. This position will supervise one or more direct reports. KEY RESPONSIBILITIES: Supervises the work of the Sample Accountability Technical Support Coordinator in support of the Sample Accountability Department and SA client teams, which includes, but is not limited to, mentoring and providing direction and guidance, monitoring and approving work hours in the TimeTrak and ReSource Systems, and administering the mid-year and year-end review. Oversees the daily tasks and deliverables assigned to the SA Technical Team, ensuring all deadlines are met with a high level of accuracy, which includes the daily review of the SA Tech email box. Analyzes Call/eMail Log data, and implements enhancements. Updates Call/email Log metrics ensuring accuracy, provides reporting to SA client teams. Subject matter expert supporting the sample accountability business intelligence system, which includes understanding client requirements, building and revising reports/cards, creating training presentations, training internal stakeholders and client Teams. Learns existing systems, and serves as the subject matter expert for the Sample Accountability Department and SA Technical Support Coordinator, which includes creating training presentations and training internal stakeholders. Creates/updates systems and/or business-related work instructions, FAQs, and provides trainings. Liaison between Software Engineering (SE), Information Technology (IT), Data Entry (DE) and other internal teams in support of the SA Department and SA clients. Researches technical and process issues related to the Sample Accountability Systems (PharmaComply, SIMS), the SA Department and/or SA client teams, and provides solutions. Reviews existing business and system processes periodically to build efficiencies, creates new processes, where applicable. Utilizes Access, Excel, and other systems to update or build complex reports, trackers and forms in support of the Sample Accountability Department and SA client teams. Provides training and creates training presentations and work instructions. Creates PowerPoint presentations, charts and graphs upon request by the SA Department in preparation for client Quarterly Business Reviews (QBRs) and miscellaneous internal and client presentations and meetings. Creates and updates department work orders and work instructions to ensure all aspects of the task, process and system are accurately conveyed. Generates Change Requests (CR), Project Management (PM) tickets and ScoreCards in support of system research, updates and changes, and provides all follow-up until the work is completed. Performs ad hoc system, process and administrative tasks as scheduled and upon request. Trouble shoots issues pertaining to the Sample Accountability Systems (PharmaComply, SIMS), which includes providing user access. Generates signature verification letters, reconciliation reports and miscellaneous reports in support of the Sample Accountability Department and SA clients. Oversees the ordering and maintenance of supplies for the Sample Accountability Department. The above duties are meant to be representative of the position and not all-inclusive. KNOWLEDGE, SKILLS & ABILITIES: Quick learner with proven computer and systems aptitude and experience. Strong organizational and planning skills. Strong interpersonal, communication, and writing skills. Supervisory skills with the ability to delegate work as needed, ensuring all work is clearly understood, completed accurately and on time. Strong analytical skills, with a high-level of accuracy. Ability to proactively anticipate issues. Strong knowledge of Microsoft Office; Outlook, Word and Excel (Pivot Tables Charts, Graphs, etc.) Proficiency in Microsoft Access. Working knowledge of Microsoft Project a plus. Ability to make decisions using sound judgment. Maintains professionalism in a deadline-driven environment. Ability to multitask across various client teams and projects. Ability to proactively troubleshoot and identify system issues, and present suggested resolutions. Detail oriented. Strong time-management and prioritization skills. Punctual, dependable with a positive attitude. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Openings: 1


Requirements:

Experience in a technical/business environment. Demonstrated capability to supervise effectively, to analyze data (trending, projections, reporting, etc.) and to communicate and interact with all levels of the organization. Experience prioritizing and delegating work using sound judgment, often times with competing and changing priorities.

Education:

Associates Degree or equivalent certificate training or experience.

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Program Manager, Professional Services (Lakewood & Somerset, NJ) THIS IS NOT AN IT POSITION

Job Description:

POSITION SUMMARY: The Professional Services Program Manager is accountable for managing a base of clients and providing strategic marketing consultation to achieve Knipper clients marketing objectives and to help grow and prove the effectiveness of client products. The Program Manager is responsible for setting PS Coordinator priorities to ensure the highest level of client satisfaction is achieved and client deliverables are met. The Program Manager is focused on the implementation and on-going execution of client programs. The PM will spend approximately 70-80% of their time facilitating the flow of client programs through the company and 20-30% of their time in direct client interaction. This job responsibility compliments the Account Manager’s role that is a more strategic role, along with more client facing time. KEY RESPONSIBILITIES: Facilitate program setup by determining the correct operational flow and responsibility assignment within the organization for existing client base, and new client accounts Responsible for fully executing new and existing projects to completion Prepare specifications in the form of business rules and required company and client documents Perform annual reviews of all client jobs and identify and update existing Business Rules as required Assure all required standard system reports, as well as custom designed reports are provided to the client according to documented deliverable dates Review monthly invoicing and work directly with the Finance department to resolve billing inconsistencies Report to the Account Manager or Director of Professional Services on program/project deliverables, impact on expected work completion dates and any potential problems or issues as they arise Track the progress of in-process projects by conducting internal team meetings and monitoring operational area progress Review work orders prepared by Professional Services coordinators and approve samples Interact with all members of all functional areas to maintain efficient processes Act as the primary liaison with the client maintaining contact via telephone and email Resolve client issues and problems as they arise Manage the change control process Initiate and update all Project Scorecards Assist in the quoting process and budget preparation Work with coordinators to ensure the highest levels of service are met Maintain ReSource Hours and accurately capture billable, non-billable and overtime hours The above duties are meant to be representative of the position and not all-inclusive. KNOWLEDGE, SKILLS & ABILITIES: Strong organization, analytical, both written and verbal communication and team building skills Communicate with others to effectively achieve client & company objectives. Ability to multi-task. Knowledge of Microsoft Office, Excel, Word, Outlook

Openings: 1


Requirements:

Business Experience: Three - five years’ experience with related sample management and sample distribution experience. Experience within the pharmaceutical industry and client management or customer service is highly desirable.

Education:

Education/Training: Bachelor’s degree, or Associate’s degree with equivalent experience, required.

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Business Manager - Sales

Job Description:

POSITION SUMMARY: Drive overall company growth through establishing and maintaining profitable relationships with customers. This position combines administrative support for the business development team as well as holds responsibility for delivering results related to increasing relationships and revenue. KEY RESPONSIBILITIES: Work closely with Sales, VP to support sales initiatives in order to meet and/or exceed company revenue and profitability goals Schedule customer and prospect visits in an efficient and cost effective manner. Capture action items and follow-up on those items in order to deliver client/prospective client requests. Prepare pre-call planning and post-call follow up. Utilize Salesforce.com database; enter data, run reports, analyze reports to forecast business. Sell full array of Knipper products by developing new clients and converting active pipeline of prospects utilizing relationship development strategies. Participate in all financial aspects of client relationship including writing, reviewing/proofreading contracts, determining pricing and billing, collections, and developing scope of work. Work with Legal to ensure all contracts and legal documents are accurate and up-to-date. Participate in preparation of presentations, demonstrations and deliver same to clients. Demonstrated ability to effectively manage difficult situations involving client and colleague stakeholders Communicate with customers in a manner that demonstrates knowledge, builds relationships and identifies opportunities for mutual benefit. Communicate information efficiently and in a timely manner. Ensure that internal staff members are kept informed regarding anticipated and ongoing projects. Set priorities when necessary. Assist clients with their overall marketing plans and strategies on their prospective promotional campaigns. Manage difficult situations involving client and colleague stakeholders. Applied Technical Skills Be knowledgeable in the following PDMA guidance and policies PhRMA guidelines OIG guidelines Assure all administrative work is complete, accurate, and on time. Hold in confidence and protect all trade secrets, customer lists, material’s costs, pricing policies, production processes and any other forms of confidential information acquired while employed by the Company. Perform other duties deemed necessary by senior management. The above duties are meant to be representative of the position and not all-inclusive.

Openings: 1


Requirements:

Exceptional ability to develop rapport and build long term relationships. Superior communications skills, written and verbal. Strong attention to detail. Ability to manage negotiations and sell solutions/applications. Contribute to the preparation of presentations and proposals. Ability to travel to client locations (ground and air transportation). 60-to 80% regional travel to clients/prospective clients. Overnight, air travel approximately 3 times/month Ability to travel to and attend work industry sponsored trade shows both regional & national. Computer skills including working knowledge of Word, Excel, PowerPoint & Visio. Understand competition at both macro and product levels Be aware of marketplace conditions and opportunities Clearly communicate to SVP, Business Development ongoing events, issues and opportunities.

Education:

Education/Training: Bachelor’s degree Business Experience: Two to four years experience in Sales (business to business) and/or other client facing position. Skills in managing the contracting process and writing SOWs preferred. Account management in sample management or literature fulfillment industry highly desirable.

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Sample Accountability Analyst (Somerset, NJ)

Job Description:

POSITION SUMMARY: The Sample Accountability Analyst’s primary responsibility is to perform sample reconciliations according to client business rules and to monitor exceptions. This includes administering one or more client accounts for sales representative drug sample activities in a pharmaceutical marketing environment, while keeping projects involving prescription products in compliance with the Prescription Drug Marketing Act (PDMA). KEY RESPONSIBILITIES: Monitor and review Sales Representative’s sampling activities and sample transaction data via the Sample Accountability System and client systems. Monitor and review Sales Representative’s sample compliance documentation and reported activities to ensure adherence to client business rules, PDMA regulations and regulatory requirements. Generate and QC sample reconciliations for Sales Representatives covering time periods specified in client business rules. Report business rule or PDMA infractions to the Manager, Sample Accountability and internal and external stakeholders as required. Assist Sales Representatives in the reconciliation process by researching and analyzing sample transaction data and documents. Interact daily with Sales Representatives, Sales Managers, and Regulatory personnel to perform or coordinate sample reconciliation-related activities. Serve as liaison between the client and internal departments in support of the SA Manager to transform client business needs into functional and operational instructions. Monitor and review all transactional and form rejects, exceptions and errors, and coordinate necessary corrective actions with Sales Representatives to bring closure to outstanding information or documentation. Routinely review established business rules to ensure proper guidance is being conveyed to Sales Representatives as related to PDMA and processes. Respond timely to inbound phone calls, voice messages, and email messages received from Sales Representatives with regard to sample accountability-related processes and their sample compliance matters. Routinely review reports, metrics and trends to detect possible drug diversion and significant losses of drug samples. Ensure the accuracy of regulatory reports and compliance-related trackers. Assist in the development and maintenance of program specific business rules and compliance policy manuals as needed. Perform daily and monthly audits of sample-related data, and monitor prescriber signature verification programs, providing required follow-up. Coordinate third party field audits for Sales Representatives, and issue program instructions to external PDMA Auditors in adherence with client business rules and/or SOPs. Monitor and properly maintain Sales Representative compliance records and documents, including but not limited to PDMA certification and sample storage location records. Work with the Senior Sample Accountability Analyst to provide guidance to the Sample Accountability Coordinator as related to sample accountability tasks in support of client business rules and the internal SA client team. Participate in client audits as necessary. Assist in the data entry of sample related documentation as necessary. Act as back-up for the Senior Sample Accountability Analyst.

Openings: 1


Requirements:

One - two years’ experience in a pharmaceutical, banking or finance environment preferred. One - two years’ experience in a business or customer-service environment will be considered. Knowledge of the Prescription Drug Marketing Act (PDMA), sample accountability and Sales Force Automation systems (SFA) is a plus. KNOWLEDGE, SKILLS & ABILITIES: Working knowledge of Microsoft Outlook Working knowledge of Microsoft Word and PowerPoint Strong working knowledge of Microsoft Excel Strong Math skills Quick learner Detail oriented Strong communication and writing skills Customer Service, auditing or reconciliation experience Ability to read and interpret flow chart diagrams Ability to create spreadsheets/graphs and analyze/trend data Ability to work effectively in a team environment and independently Ability to use sound judgment in a deadline-driven environment Strong time-management skills Punctual and dependable, with a positive attitude

Education:

Associate’s Degree or some college courses preferred. Equivalent certificate training or experience will be considered.

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