Customer Care Representative

Jobtailor; Kentucky; On-site; USD 42,000 - 55,000; Full time

Job summary

Jobtailor is seeking a diligent customer service/order management professional to handle pharmaceutical order processing, inquiries, and issue resolution. The role involves manual entry, Salesforce case management, and collaboration across internal teams to ensure timely service and client satisfaction.

Ideal candidates have 1+ years of experience, strong communication skills, and proficiency with Microsoft Office and CRM tools in a fast-paced environment.

Qualifications

• Typically requires 1+ years of relevant experience.
• High school diploma or equivalent.
• Strong written communication skills.
• Basic math skills.
• Computer literacy in a Windows environment.
• Proficiency in Microsoft Office applications, including Word, Excel, and PowerPoint.
• Proficient in Microsoft Excel and Outlook.
• Ability to multitask and prioritize competing responsibilities.
• Strong attention to detail and sense of urgency.
• Ability to work effectively in a fast-paced, team-oriented environment.
• Strong computer and keyboarding skills.
• Ability to maintain schedule adherence and performance expectations.
• Ability to navigate multiple systems.
• Ability to communicate professionally via phone and email.
• Ability to make logical decisions within operational and program guidelines.
• Preferred: Associate's or Bachelor's degree.
• Preferred: Previous customer service, call center, order management, or customer support experience.
• Preferred: Experience with CRM platforms such as Salesforce.
• Preferred system experience: Salesforce and SAP.

Responsibilities

• Manage pharmaceutical manufacturers’ customer orders according to established business rules.
• Perform manual order entry and verify electronically submitted orders.
• Answer inbound calls and inquiries regarding order placement, order status, returns, and designated client topics.
• Triage inquiries to client partners through predefined processes.
• Manage Salesforce customer cases and complete open inquiries within SLAs.
• Investigate and resolve shipment discrepancies, delivery delays, pricing differences, and order blocks.
• Collaborate with Program Managers, DC Operations, Quality Assurance, Master Data, Credit and Collections, Finance, and other internal teams.
• Perform day-end clearance processes and resolve issues to prevent service disruption.
• Provide reporting to support clients and operations.
• Attend client meetings as needed.
• Process return orders according to client return policy.
• Coordinate creation and maintenance of customer accounts through the master data process.
• Research and track shipments and communicate updates to customers.
• Escalate complex inquiries while maintaining ownership of the customer experience.
• Participate in team meetings, coaching, training, and continuous improvement initiatives.
• Complete special projects and additional responsibilities assigned by leadership.

Skills

Strong written communication

Multitasking

Attention to detail

Teamwork

Professional communication

Ability to prioritize

Education

High school diploma or equivalent

Associate's or Bachelor's degree (preferred)

Tools

Salesforce

SAP

CRM platforms

Microsoft Excel

Microsoft Outlook

Microsoft Word

Microsoft PowerPoint

Job description

• Manage pharmaceutical manufacturers’ customer orders according to established business rules
• Perform manual order entry and verify electronically submitted orders
• Answer inbound calls and inquiries regarding order placement, order status, returns, and designated client topics
• Triage inquiries to client partners through predefined processes
• Manage Salesforce customer cases and complete open inquiries within SLAs
• Investigate and resolve shipment discrepancies, delivery delays, pricing differences, and order blocks
• Collaborate with Program Managers, DC Operations, Quality Assurance, Master Data, Credit and Collections, Finance, and other internal teams
• Perform day-end clearance processes and resolve issues to prevent service disruption
• Provide reporting to support clients and operations
• Attend client meetings as needed
• Process return orders according to client return policy
• Coordinate creation and maintenance of customer accounts through the master data process
• Research and track shipments and communicate updates to customers
• Escalate complex inquiries while maintaining ownership of the customer experience
• Participate in team meetings, coaching, training, and continuous improvement initiatives
• Complete special projects and additional responsibilities assigned by leadership

Requirements

• Typically requires 1+ years of relevant experience
• High school diploma or equivalent
• Strong written communication skills
• Basic math skills
• Computer literacy in a Windows environment
• Proficiency in Microsoft Office applications, including Word, Excel, and PowerPoint
• Proficient in Microsoft Excel and Outlook
• Ability to multitask and prioritize competing responsibilities
• Strong attention to detail and sense of urgency
• Ability to work effectively in a fast-paced, team-oriented environment
• Strong computer and keyboarding skills
• Ability to maintain schedule adherence and performance expectations
• Ability to navigate multiple systems
• Ability to communicate professionally via phone and email
• Ability to make logical decisions within operational and program guidelines
• Preferred: Associate's or Bachelor's degree
• Preferred: Previous customer service, call center, order management, or customer support experience
• Preferred: Experience with CRM platforms such as Salesforce
• Preferred system experience: Salesforce and SAP

Core Competencies

Demonstrates proficiency in order management and customer service within the pharmaceutical industry, utilizing tools like Salesforce and Microsoft Office to enhance operational efficiency and client satisfaction.

Highest-signal resume keywords

• Order Management
• Salesforce Proficiency
• Customer Service Experience
• Attention to Detail
• Multitasking Ability

Hard Skills

• Order Entry
• Basic Math Skills
• Computer Literacy
• Microsoft Excel
• Microsoft Word
• Microsoft PowerPoint
• Keyboarding Skills
• Data Reporting
• Shipment Tracking
• Return Order Processing

Soft Skills

• Strong Written Communication
• Ability to Prioritize
• Sense of Urgency
• Professional Communication
• Team Collaboration

Industry Keywords

• Pharmaceutical Industry
• Customer Orders
• Service Disruption Prevention
• Client Meetings
• Continuous Improvement Initiatives

Tools & Technologies

• Salesforce
• SAP
• Windows Environment
• CRM Platforms
• Microsoft Outlook