Customer Care Representative

• Manage pharmaceutical manufacturers’ customer orders according to established business rules
• Perform manual order entry and verify electronically submitted orders
• Answer inbound calls and inquiries regarding order placement, order status, returns, and designated client topics
• Triage inquiries to client partners through predefined processes
• Manage Salesforce customer cases and complete open inquiries within SLAs
• Investigate and resolve shipment discrepancies, delivery delays, pricing differences, and order blocks
• Collaborate with Program Managers, DC Operations, Quality Assurance, Master Data, Credit and Collections, Finance, and other internal teams
• Perform day-end clearance processes and resolve issues to prevent service disruption
• Provide reporting to support clients and operations
• Attend client meetings as needed
• Process return orders according to client return policy
• Coordinate creation and maintenance of customer accounts through the master data process
• Research and track shipments and communicate updates to customers
• Escalate complex inquiries while maintaining ownership of the customer experience
• Participate in team meetings, coaching, training, and continuous improvement initiatives
• Complete special projects and additional responsibilities assigned by leadership

• Typically requires 1+ years of relevant experience
• High school diploma or equivalent
• Strong written communication skills
• Basic math skills
• Computer literacy in a Windows environment
• Proficiency in Microsoft Office applications, including Word, Excel, and Power Point
• Proficient in Microsoft Excel and Outlook
• Ability to multitask and prioritize competing responsibilities
• Strong attention to detail and sense of urgency
• Ability to work effectively in a fast-paced, team-oriented environment
• Strong computer and keyboarding skills
• Ability to maintain schedule adherence and performance expectations
• Ability to navigate multiple systems
• Ability to communicate professionally via phone and email
• Ability to make logical decisions within operational and program guidelines
• Preferred:
  Associate's or Bachelor's degree
• Preferred:
  Previous customer service, call center, order management, or customer support experience
• Preferred:
  Experience with CRM platforms such as Salesforce
• Preferred system experience:
  Salesforce and SAP

Demonstrates proficiency in order management and customer service within the pharmaceutical industry, utilizing tools like Salesforce and Microsoft Office to enhance operational efficiency and client satisfaction.

• Order Management
• Salesforce Proficiency
• Customer Service Experience
• Attention to Detail
• Multitasking Ability

• Order Entry
• Basic Math Skills
• Computer Literacy
• Microsoft Excel
• Microsoft Word
• Microsoft Power Point
• Keyboarding Skills
• Data Reporting
• Shipment Tracking
• Return Order Processing

• Strong Written Communication
• Ability to Prioritize
• Sense of Urgency
• Professional Communication
• Team Collaboration

• Pharmaceutical Industry
• Customer Orders
• Service Disruption Prevention
• Client Meetings
• Continuous Improvement Initiatives

• Salesforce
• SAP
• Windows Environment
• CRM Platforms
• Microsoft Outlook