Order and Customer Support Specialist

About the role

Manage and monitor commercial product orders continuously throughout the day to ensure timely fulfillment. Serve as the primary liaison between our Trade Team, 3PL warehouse, and customer service teams to guarantee smooth order processing. Handle customer calls, emails, and interactions, ensuring timely responses and follow-up. Coordinate with internal teams such as Trade, Sales, and Marketing to resolve customer inquiries. Evaluate, process and fulfill eligible customer replacement requests in a timely manner. Highlight trends and improve processes for faster turnaround and customer satisfaction.

Responsibilities

• Order Management of Commercial Products
• Manage and monitor commercial product orders continuously throughout the day to ensure timely fulfillment.
• Management of a high touch product requiring validation of specific criteria and requiring 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 coordination with 3PL customer service to setup 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, (i.e, 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 management of customer inquiries.
• Coordinate with internal teams such as Trade, Sales, and Marketing to resolve customer inquiries.
• Use of 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.

Requirements

• Bachelor’s degree (required).
• 3-5 years of customer service experience.
• Pharmaceutical industry experience.
• 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.

Qualifications

• 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.

Skills

• Strong analytical and problem-solving skills.
• Ability to make sound business decisions and exercise independent judgment.
• 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.
• Serb Pharmaceuticals is an equal opportunity employer.