Senior Representative, Customer Order Management

Customer Order Management is responsible for expediting orders by acting as a liaison in problem solving, research and problem/dispute resolution.

The Representative II, Customer Service Operations processes orders for distribution centers and other internal customers in accordance to scheduling, demand planning and inventory. The Representative II administers orders in internal systems and responds to customer questions, clearly communicating delays, issues and resolutions. This job also processes non-routine orders, such as product samples, and ensures that special requirements are included in an order.

• Demonstrates proficient multitasking capabilities, adeptly managing a high call volume with precision and efficiency.
• Processes customer orders, emails, ensuring accuracy and compliance with company policies. Primary agent for Incoming calls.
• Outbound calls for shipping delays, short-ships, and weather delay outbound calls.
• Follow up/follow through on Incoming work items and email queues.
• Basic submission of customer cases: entry for damages, credits, returns, etc.
• Research and resolution of customer case requests.
• Submits IT tickets for issue resolution.
• Completes company assigned trainings promptly.
• Responds promptly and professionally to customer inquiries regarding pharmaceutical products and services.
• Provides accurate information about product availability, pricing, and delivery timelines.
• Assists with new hire training/shadowing as needed.
• Collaborates with internal teams to resolve customer issues, such as order discrepancies or product complaints.
• Communicate proactively with customers to provide updates on order status and any potential delays.
• Collaborates with sales and logistics teams to optimize order fulfillment and customer satisfaction.
• Documents and tracks customer interactions/conversations in the company's CRM system.
• Assists by communicating opportunities to your leaders for process improvement and contribute to enhancing customer service procedures.
• Cross train in other areas to assist with workload as needed.

• 1-3 years of experience preferred.
• High school diploma, GED or equivalent work experience preferred.
• Proven experience in customer service, preferably within the pharmaceutical or healthcare industry preferred.
• Strong communication and interpersonal skills to interact effectively with diverse customers, preferred
• Detail-oriented with excellent organizational and multitasking abilities, preferred
• Proficient in using CRM software and other relevant customer service tools, preferred
• Ability to work collaboratively in a team-oriented environment, preferred
• Problem-solving skills to address customer issues and ensure customer satisfaction, preferred
• Demonstrated capacity to thrive in an autonomous work environment, consistently delivering a high-quality result with efficiency, preferred
• Professional telephone skills and proficiency in order entry, preferred
• Basic Microsoft product usage:
  Outlook/Excel, preferred

• Effectively applies knowledge of job and company policies and procedures to complete a variety of assignments
• In-depth knowledge in technical or specialty area
• Applies advanced skills to resolve complex problems independently
• May modify process to resolve situations
• Works independently within established procedures; may receive general guidance on new assignments
• May provide general guidance or technical assistance to less experienced team members

$19.20 per hour - $24.75 per hour

No

• Medical, dental and vision coverage
• Paid time off plan
• Health savings account (HSA)
• 401k savings plan
• Access to…