Order and Customer Support Specialist

SERB • Philadelphia, PA

4d • Hybrid

About The Position

In this role, you will be the central contact for managing orders and ensuring an outstanding customer experience. We’re looking for a dedicated professional with strong customer service skills to maintain smooth communication and support for our customers.

Requirements

• Bachelor’s degree (required).
• 3-5 years of customer service experience.
• Pharmaceutical industry experience.
• Proficiency in Microsoft Office Suite, including Excel, Word, and PowerPoint.
• Strong analytical and problem-solving skills.
• Ability to make sound business decisions and exercise independent judgment.
• Strong verbal and written communication skills.
• Excellent organizational and time management abilities.
• High attention to detail with a proven track record of accuracy and quality.
• Ability to manage multiple priorities and thrive in a fast-paced environment.
• Ability to evaluate, prioritize, and triage customer inquiries to the appropriate internal stakeholders.
• Self-motivated with strong follow-through and accountability.

Nice To Haves

• Graphic design capabilities (Adobe InDesign) beneficial but not required.

Responsibilities

• Manage and monitor commercial product orders continuously throughout the day to ensure timely fulfillment.
• Management of a high touch product requiring validation of specific criteria and requiring additional oversight.
• Serve as the primary liaison between our Trade Team, 3PL warehouse, and customer service teams to guarantee smooth order processing.
• Selection of appropriate customer account, method of tracking and coordination with 3PL customer service to setup new accounts.
• Utilize order management tools to track orders accurately and efficiently, communicate tracking numbers to customers and ensure successful product delivery.
• Identify and support resolution of order issues.
• Support noncommercial orders as needed, (i.e, clinical or demonstration product).
• Handle customer calls, emails, and interactions, ensuring timely responses and follow-up.
• Management of internal and external FAQs to ensure accurate responses and management of customer inquiries.
• Coordinate with internal teams such as Trade, Sales, and Marketing to resolve customer inquiries.
• Use of a Customer Service call management system to log and track calls accurately for monthly reporting.
• Provide customers with key information and resources during new product launches to ensure a seamless experience.
• Evaluate, process and fulfill eligible customer replacement requests in a timely manner.
• Log requests in our CRM system and track replacement orders for monthly reporting.
• Resolve customer issues related to replacement requests and work with third-party vendors as needed.
• Highlight trends and improve processes for faster turnaround and customer satisfaction.
• The above duties and responsibilities are not an exhaustive list, and you may be required to undertake any other reasonable duties compatible with your experience and competencies. This description may be varied from time to time to reflect changing business requirements.

Benefits

• Hybrid Working
• Vacation, Personal and Sick time
• 20 Paid Company Holidays
• Medical, Dental, Vision and other Voluntary benefits
• Paid Parental Leave
• Tuition Assistance
• Discretionary Bonus Plan
• Competitive 401(k), $1 for $1 up to 6% of pay. The safe harbour match is vested immediately. In addition, SERB also offers a discretionary match of up to 4% of pay which vests 20% a year for 5 years.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level