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PDS Tech Inc Office Assistant in Lexington, Massachusetts

PDS Tech, Inc. is seeking Office Assistant

Key Responsibilities:

Field Audit Inventory Services

  • Develops and manages professional relationship with each Pharmaceutical Inspector (PI) contact and PSI 3rd party closeout vendor and gains a full understanding of the hierarchy with each PI/closeout vendor and the roles each contact fulfills within the PI/vendor organization

  • Ensure each active & new PI procured has a complete and accurate record on file with supporting documentation and system is updated with all pertinent details.

  • Ensure 3rd party closeout vendor understands the business requirements by client and ensures adherence to those requirements.

  • Coordinates PI/closeout vendor, pick up vendor, and vehicle management groups, issue resolution between parties, identification of process improvement opportunities, prepares all parties involved in the field audits, recognized and communicates successes and failures

  • Re-educate PIs/closeout vendor and pick up vendors on SOPs as needed.

  • Remain informed and aware of industry challenges and issues and PI/closeout vendor concerns as they relate to PSI Closeout vendor base.

  • Ensures effective and timely PI/closeout vendor, vendor and staff communication

  • Coordinates PI/closeout vendor performance improvement opportunity implementation

Reverse Logistics

  • Manage the transportation aspect of a return and/or transfer of direct to representative transaction, which includes but not limited to: address changes and redirects

  • Set up and confirm transportation pickups while adhering to TSA Requirements and Client specific criteria, including transit times

  • Set up and confirm carrier daily activity, tracking all current shipments

  • Creating new BOLs in system for transfers, returns, redirects, address changes and partially misrouted shipments. Confirming that the vendor receives the BOLs and documenting receipt in the system

  • Process routing for all field audits

  • Entering email addresses/phone numbers into system to ensure that automated client notifications are sent for all new BOLs created

  • Scheduling carrier pickups, and monitoring deliveries

  • Adding Complaint Logs in the systems for vendors that do not follow the routing instructions provided.

  • Contacting consignees to coordinate pickups until an appointment is scheduled. Notifying management and AEs of unresponsive reps.

  • Following up with PSI warehouse personnel to ensure timely delivery of all returns to the designated distribution centers

  • Choose the transportation method that meets both the client requirements and is most cost effective to PSI

  • Updating status of shipments in system. Including but not limited to adding the DC Date in the system after confirming shipment has been tendered to the carrier.

  • Confirming that the receiving vendor/warehouse personnel has received the delivery alert and review the requirements with them as needed.

  • Maintaining hardcopy linehaul documentation for all system linehaul moves for a period of one year from the date that the shipment was tendered to the carrier

  • Communicate with and assist vendors as needed responding within 24 hours to all requests

  • Issue Escalation (Issues that will have an adverse impact to the client and or PSI from a monetary, legal or client requirement should be escalated to management upon identification)

  • Manage applicable reporting daily

  • Notify vendors of exception issues and work with the vendors and carriers through to resolution.

  • Sending a daily excel spreadsheet to Management and Cardinal for shipments that need to be recovered from various carriers.

  • Sending the MVR messages to Merck reps that are authorized for returns

  • Report problem vendors to Vendor Management for escalation

  • Ensure data integrity and timely communication is maintained

  • Consistently monitors activity so as to act in the best interest of the company and our clients and overall service

  • Work directly with Account Executives on special return and/or redirect projects so to ensure best practices, and project is executed to plan


  • Research, log, and communicate properly all OS&D issues until resolution. Open and active trace investigations with carriers and/or vendors. Investigation will be conducted daily until final disposition is determined.

Client Customer Service

  • Responsible for taking phone calls from sales representatives for every major pharmaceutical client.

  • Must know the process requirements for each client.

  • Professionalism, phone etiquette, and customer service skills a must.

  • Answer rep questions, process returns, and act as the key contact between the rep and the delivery vendor

  • Follows all relevant Standard Operating Procedures (SOPs), client protocols, and quality criteria in accordance with Good Manufacturing Practices in all areas of responsibility

  • Demonstrates and models the company values (4Is - Integrity, Intensity, Innovation and Involvement)

System Updates

  • Ensure TMS (Transportation Management Systems) are current with any vendor information, contact information, documentation of issues and successes

  • Ensure TMS is current with any related client detail (trace & trace).

  • Utilize TMS as the main information source and documentation database


  • Ensures effective and timely communication, both internal and external.

  • Understands the regulatory (i.e: PDMA,TSA etc. ) requirements including the reason behind the implementation of the law, and what is required of PSI and its vendors to properly support the requirements

  • Seeks out opportunities to assist with special projects within the department

  • Stays informed of changes/revisions to the regulatory requirements relative to the distribution carriers.(vendors)

Minimum Requirements/Qualifications:

  • Associates Degree or equivalent level of education and experience

  • Preferred - Bachelors Degree

Non-Negotiable Hiring Criteria:

  • Minimum of 3 years customer service experience, and a proven track record of building relationships with and providing outstanding service to customers/clients.

  • Mandatory overtime may be required

  • Strong written and verbal communication

  • Relationship development and management skills

  • Strong organizational skills

  • Ability to multi-task

  • Ability to manage and meet deadlines

  • Working knowledge of Word and Excel

  • Minimum typing speed - 35 wpm

All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, age, marital status, pregnancy, genetic information, or other legally protected status.