Customer Service Associate (with US Market Remote Experience)

Pipeline Medical; Offre d’emploi; Hybride; EUR 30 000 - 40 000; Plein temps

Résumé du poste

A leading MedTech marketplace in the Auvergne-Rhône-Alpes region is seeking a Service Associate to support order management and customer service functions. This full-time role involves processing orders, managing backorders, and assisting customers with inquiries. Candidates should have strong attention to detail and experience in supply chain management, particularly within the U.S. pharmaceutical industry. A proactive self-starter is preferred for this remote position.

Qualifications

• Strong attention to detail is crucial for order accuracy.
• Excellent organizational capabilities to manage multiple orders.
• Customer support experience is preferred to handle inquiries.

Responsabilités

• Process all incoming orders daily and notify stakeholders of any blockers.
• Create and manage back-order tickets and communicate with customers.
• Handle the return process for damaged or undelivered products.

Connaissances

Attention to detail

Organizational capabilities

Customer support experience

Knowledge of U.S. pharmaceutical industry

Fluency in English

Formation

2+ years of inventory or Supply Chain management experience

Understanding of U.S. HIPAA regulations

Description du poste

Overview

Pipeline Medical is an innovative MedTech Marketplace providing our customers a unique one stop shop for all of their medical products, surgical supplies, and pharmaceutical needs. Expanding into compounded pharmaceuticals and weight loss drugs through strategic partnerships has further elevated Pipeline's Marketplace with these new offerings.

Service Associate is a crucial member of the Operations team, responsible for the efficient processing and follow up on orders to ensure that they have shipped. Working in a remote environment, the Customer Service Associate is the first point of contact for internal and external customers and ensures that all goods are delivered according to company standards.

Their role also involves processing damaged products for return or refund and notifying the distribution partner when the product has not been successfully delivered to the end customer. Acting as a liaison between the customer, company, and distributor, the fulfillment associate is responsible for ensuring back-ordered products are fulfilled quickly, either by rerouting from an alternative warehouse/distributor or with an alternative functionally equivalent product.

This particular role will focus solely on Pharmacy Hub and their product catalog. We are looking for a fast paced individual with experience reviewing patient orders for accuracy and completeness. Experience in a pharmaceutical background in the U.S. market is required along with an understanding of HIPAA regulations and dosing instructions for weight loss drugs, men's health and hormone therapies.

Responsibilities

Order Management

• Process all incoming orders daily and notify stakeholders of any blockers to fulfillment.
• Review and clean up pending orders and ticket queues.
• Daily follow-up on previously processed orders to confirm shipment and delivery status.
• Review and tag unknown statuses for proper tracking.

Backorder Management

• Create and manage back-order tickets in the system.
• Identify and suggest alternative products for back-ordered or rejected items.
• Communicate with account managers or customers regarding substitutions or delays.

Customer and Internal Communication

• Respond to account manager and customer inquiries via call, chat, and email.
• Monitor and respond to distributor communications, including those from Cobalt.
• Track and manage follow-ups to ensure resolutions are completed promptly.

Returns and Issues

• Handle the return process for damaged or undelivered products.
• Notify distribution partners of delivery failures and initiate return or refund processes.

Reporting & Monitoring

• Track ticketing progress and ensure proper documentation for unresolved issues.

Job Type: Full-time

Requirements

• Strong attention to detail
• Excellent organizational capabilities
• Continually outperforms goals and surpasses targets and KPI's
• Self-motivated and self-starter
• Ability to learn new software and computer programs.
• Reliable high-speed internet is a must
• Must be fluent in English
• Customer Support Experience is preferred
• 2+ years of inventory or Supply Chain management experience
• Understanding of U.S. HIPAA regulations
• Knowledge of U.S. pharmaceutical industry, including compliance, traceability and general product