Customer Service Representative

Job Description

The Customer Service Representative will serve as the primary point of contact for customers, distributors, and internal stakeholders. This role supports order management, product inquiries, documentation requests, and issue resolution. The ideal candidate is detail-oriented, professional, and comfortable working in a regulated environment such as pharmaceuticals.

Order Management and coordination:

• Process customer purchase orders accurately and on time (via email or EDI)
• Coordinate with Production, QA, and Shipping teams to confirm product availability, lead times, and shipment schedules.
• Track order status and proactively communicate updates or delays to customers.

Customer Communication & Support:

• Serve as the first point of contact for customer as well as Patient  inquiries related to product availability, complaints, specifications, and documentation.
• Manage customer complaints professionally and work with QA/QC to initiate and track complaint investigations.
• Provide tracking numbers, invoice copies and related shipment communication to customers.
• Maintain strong, positive relationships with customers to enhance satisfaction and retention.

Documentation & Compliance:

• Set up new customers in the system by completing the Customer Information Request form and entering all required details into the software portal.
• Maintain accurate and compliant records of all customer interactions and order details.
• Ensure all communication aligns with company compliance standards.

Internal Collaboration:

• Work closely with Sales, QA, Production, Finance, and Supply Chain to support operational needs.
• Provide weekly order status reports to management.
• Assist in tracking backorders

Qualifications:

Bachelor’s degree or equivalent experience in a related field.

Skill Requirements:

• Excellent organizational, problem-solving, and communication skills, both verbal and written.
• Ability to work in a fast-paced environment and manage multiple tasks.
• High attention to detail and accuracy
• Experience with MS Office

Job Prerequisites

1–3 years of customer service experience; experience in pharmaceuticals, is a plus .

Physical Demand and Work Environment

This is a full-time, on‐site position at our facility.

Monday to Friday , standard business hours.

No work-from-home or remote option is available for this role due to the nature of customer coordination and cross‐department interaction