Pharmacy Customer Service Supervisor

Inspired HR

2d • $70,000 • Onsite

About The Position

Pharmacy Customer Service Supervisor Cloud Pharmacy is recruiting for a Pharmacy Customer Service Supervisor. Reporting directly to the CSR Manager, this role is key to ensuring high-quality service delivery and team performance, and positive interactions for customers and external stakeholders. This position is based in-store but will also support our online operations.

Requirements

• Completion of high school and at least two years’ previous experience as a pharmacy assistant.
• Experience in a customer service environment with at least 6 months of previous supervisory experience.
• Familiarity with drug names, filling prescriptions and completing orders.
• Knowledge of healthcare regulations, including privacy laws and best practices in medication handling.

Nice To Haves

• Experience in a high-volume work environment
• Excellent interpersonal and communication skills, capable of explaining complex information clearly and empathetically.
• Strong problem-solving skills and the ability to manage multiple tasks efficiently.
• Proven ability to stay highly organized in a fast-paced environment, with a focus on accurate tracking of prescriptions and efficient workflow management.
• Strong communication skills.
• Ability to manage escalations and resolve issues effectively.
• Familiarity with performance monitoring tools and team coordination.
• Collaborative mindset and commitment to team success.

Responsibilities

• Supervise, coordinate, support and guide Pharmacy Customer Service Representatives (CSRs) during daily operations, ensuring service, privacy, and operational standards are met.
• Triage and manage work queues (ticketing), distribute CSRs workload, and support schedule/coverage planning.
• Handle escalated customer issues and complex affiliate inquiries and orders.
• Coordinate with pharmacists, purchasing team and shipping and receiving to ensure smooth operations and appropriate escalation of clinical matters.
• Monitor team performance (accuracy, productivity, customer experience) and provide coaching, feedback, and corrective guidance when required.
• Identify training needs and collaborate with QA and Training to address knowledge or performance gaps.
• Ensure smooth operation of pharmacy management systems and backend software.
• Prepare routine operational updates and reports.
• Maintain and update team procedures to meet service targets.
• Provide hands-on operational support as required including: intake and verify prescriptions and over the counter orders; enter, verify, and update prescription and patient information in the pharmacy management system (Kroll); assist with prescription preparation/labeling under pharmacist supervision; coordinate packaging/shipping (including cold-chain) and support receiving/stocking, cycle counts, and inventory record accuracy.

Benefits

• Extended medical and dental
• employer provided pension
• RSP match program
• life insurance
• critical and accidental death and dismemberment
• Corporate Bonus Program (based on both Company performance and individual performance conducted at the annual review)

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED