Order and Customer Support Specialist

Location: Philadelphia

About the company

SERB is a fast-growing global specialty pharma company designed to address rare and urgent conditions by delivering life-saving medicines when time and complexity leave no room for failure. We operate end-to-end across 100+ countries, ensuring 70+ essential medicines for rare diseases, emergency care, and medical countermeasures reach patients and clinicians with urgency – wherever and whenever they are needed.

Shaped over the past 25 years by an entrepreneurial, disruptive spirit, SERB combines the focus and agility of a biotech with the scale, reach, and reliability of a global pharmaceutical company — always grounded in medical purpose, not corporate convention. Our 600+ employees are driven by three core values:

• Patients first, always – Patients are not a concept — they are why we act, especially when time matters most.
• Impact focused – We are agile, entrepreneurial, and disciplined - working smart and learning continuously to deliver results that matter, with the consistency, quality, and trust that critical care demands.
• Team powered – We go the extra mile - together - because our shared commitment drives extraordinary outcomes.

Guided by a clear ambition and a relentless focus on patients, SERB continues to expand through selective, innovative acquisitions, launching new treatments and entering new geographies. Across every step — from integration to delivery — our people act with passion, ownership, and determination to ensure life-saving medicines become available to patients who need them, worldwide.

Responsibilities

• Order Management of Commercial Products
  • Manage and monitor commercial product orders continuously throughout the day to ensure timely fulfillment.
  • Manage a high-touch product requiring validation of specific criteria and additional oversight.
  • Serve as the primary liaison between our Trade Team, 3PL warehouse, and customer service teams to guarantee smooth order processing.
  • Select appropriate customer account, method of tracking, and coordinate with 3PL customer service to set up new accounts.
  • Utilize order management tools to track orders accurately and efficiently, communicate tracking numbers to customers, and ensure successful product delivery.
  • Identify and support resolution of order issues.
  • Support noncommercial orders as needed (e.g., clinical or demonstration product).
• Customer Service
  • Handle customer calls, emails, and interactions, ensuring timely responses and follow-up.
  • Manage internal and external FAQs to ensure accurate responses and resolution of customer inquiries.
  • Coordinate with internal teams such as Trade, Sales, and Marketing to resolve customer inquiries.
  • Use a Customer Service call management system to log and track calls accurately for monthly reporting.
  • Provide customers with key information and resources during new product launches to ensure a seamless experience.
• Replacement Program Management
  • Evaluate, process, and fulfill eligible customer replacement requests in a timely manner.
  • Log requests in our CRM system and track replacement orders for monthly reporting.
  • Resolve customer issues related to replacement requests and work with third-party vendors as needed.
  • Highlight trends and improve processes for faster turnaround and customer satisfaction.

The above duties and responsibilities are not an exhaustive list, and you may be required to undertake any other reasonable duties compatible with your experience and competencies. This description may be varied from time to time to reflect changing business requirements.

Requirements

• Education: Bachelor’s degree (required).
• Experience: 3-5 years of customer service experience. Pharmaceutical industry experience.
• Technical Skills:
  • Proficiency in Microsoft Office Suite, including Excel, Word, and PowerPoint.
  • Strong analytical and problem-solving skills.
  • Ability to make sound business decisions and exercise independent judgment.
  • Graphic design capabilities (Adobe InDesign) beneficial but not required.
• Communication & Organizational Skills:
  • Strong verbal and written communication skills.
  • Excellent organizational and time management abilities.
  • High attention to detail with a proven track record of accuracy and quality.
  • Ability to manage multiple priorities and thrive in a fast-paced environment.
  • Ability to evaluate, prioritize, and triage customer inquiries to the appropriate internal stakeholders.
  • Self-motivated with strong follow-through and accountability.

Benefits

• Hybrid Working
• Vacation, Personal, and Sick time
• 20 Paid Company Holidays
• Medical, Dental, Vision, and other Voluntary benefits
• Paid Parental Leave
• Tuition Assistance
• Discretionary Bonus Plan
• Competitive 401(k), $1 for $1 up to 6% of pay. The safe harbor match is vested immediately. In addition, SERB also offers a discretionary match of up to 4% of pay which vests 20% a year for 5 years.