Customer Relations Manager

Kalamazoo Long Term Care Pharmacy • Saginaw, MI

5d • $65,000 - $75,000

About The Position

Princing’s Pharmacy is seeking a dedicated and customer-focused Customer Relations Manager to support and strengthen relationships with our long-term care partners. This role is responsible for ensuring an exceptional customer experience, resolving issues, and supporting retention and satisfaction across assigned regions. The ideal candidate is proactive, organized, and passionate about service excellence.

Requirements

• Associate’s degree or Bachelor’s degree in Business or a related field
• Active Michigan Pharmacy Technician License
• Minimum of 2 years of experience in a customer-facing role
• Strong multitasking and prioritization skills
• Excellent communication and interpersonal skills
• Customer-focused approach to handling challenging situations
• Strong analytical skills and attention to detail
• Ability to maintain patient confidentiality
• Commitment to ethical conduct and compliance with applicable laws and regulations

Responsibilities

• Serve as the primary customer service and troubleshooting point of contact
• Build and maintain strong partnerships with facilities and stakeholders
• Support business retention for existing facilities
• Lead and attend customer touchpoint meetings
• Conduct quarterly visits to PACE clinics
• Perform incident investigations and complete root cause analyses (RCA)
• Implement, train, and troubleshoot systems including eMAR, Mediprocity, Framework Vision, and StatSafe
• Coordinate medication cart and StatSafe ordering
• Maintain StatSafe custom lists and ordering templates
• Coordinate StatSafe exchanges
• Coordinate Med Pass and CPR training and immunizations with the Senior CRM
• Assist with onboarding new facilities
• Manage offboarding of facilities, including exit surveys and equipment pickup coordination
• Send pharmacy team notifications and manage welcome email templates
• Conduct customer satisfaction surveys
• Supervise PACE Technicians within assigned regions
• Perform other duties as assigned

Benefits

• Medical, Vision, & Dental Insurance
• 401(k) with Employer Matching
• PTO & Sick Time
• Paid Holidays
• Employer-Funded Life Insurance
• Employee Assistance Program (Mental Health & Financial Counseling)

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: Associate degree