Pharmaceutical Customer Service Representative

Aston Carter•Morristown, NJ

1d•$70,000 - $75,000•Hybrid

About The Position

The Customer Service Representative supports seamless order management and customer care within the pharmaceutical industry. This role focuses on accurate order entry and tracking, timely resolution of customer issues, and maintaining high-quality data in customer systems. The position requires strong communication skills, a customer-centric mindset, and the ability to collaborate with internal teams and external partners to ensure efficient and reliable service. This is a Permanent position based out of Morristown, NJ, and is a hybrid role with on-site work required Tuesday through Thursday, with standard hours of 8:00 a.m. to 5:00 p.m. The position operates in a professional office environment that relies heavily on SAP, CRM platforms (such as Salesforce), and Microsoft Office tools to manage orders, customer interactions, and reporting. The work involves frequent collaboration with internal team members and external logistics partners, as well as regular phone and system-based communication with customers. The environment emphasizes responsiveness, accuracy, and teamwork to support a high level of service in the pharmaceutical sector.

Requirements

Minimum of 3 years of customer service experience within the pharmaceutical industry.
SAP experience is required for daily order and data management activities.
Strong written and verbal communication skills.
Proficiency in product and/or service knowledge within a pharmaceutical context.
Ability to maintain a professional and positive demeanor when interacting with both internal and external stakeholders.
Capability to comprehend and execute instructions presented in written, verbal, and schedule-based formats.
Proficiency in basic mathematical functions, including simple equations, fractions, decimals, rates, and percentages.
Customer-centric approach with a focus on creating a positive impact in every interaction.
Results-driven mindset with a strong sense of urgency to achieve objectives.
Effective problem-solving abilities to address customer and operational challenges.
Proficiency in Microsoft Office applications, particularly Word and Excel.
Technological proficiency to work with modern tools and platforms such as CRM systems.

Nice To Haves

CRM experience, with Salesforce preferred but not required.
College coursework or a degree in a relevant field.
Minimum of 3 years of experience in the pharmaceutical industry.
Experience with SAP software beyond basic usage.
Ability to adapt quickly to evolving tools, systems, and processes.
Demonstrated reliability and attention to detail in data entry and documentation.

Responsibilities

Facilitate accurate and timely order entry, processing, release, and shipment tracking for pharmaceutical products.
Handle patient product replacement requests and credit requests from pharmacies in a timely and professional manner.
Respond to incoming customer service calls, resolve concerns effectively, and ensure a high level of customer satisfaction.
Maintain the integrity of the customer database through precise and timely data entry, including updates to contact information, licensing details, service-related information, and financial records.
Deliver friendly, solutions-focused resolutions and maintain reliable follow-up with customers to ensure issues are fully resolved.
Provide consistently dependable service while remaining accessible and responsive to customer needs.
Foster clear and effective communication between internal teams and external customers to support smooth operations.
Address misships, shortages, overages, and damage claims promptly and efficiently, ensuring appropriate follow-up and documentation.
Collaborate with the Third Party Logistics team to coordinate and support smooth customer shipments.
Generate reports and manage report processing tasks to support operational visibility and decision-making.
Perform other duties as needed to support overall operational efficiency and customer satisfaction.