Customer Support Associate

Remedy Group; United States; Remote; USD 45,000 - 75,000; Full time

Job summary

Remedy Group is seeking a proactive Inside Sales / Customer Success specialist to manage a portfolio of healthcare accounts. You will build relationships with pharmacy staff, clinic buyers, and practice managers while driving revenue through prebook and in-season reorders.

You will handle inbound and outbound contacts, resolve order issues, ensure on-time shipments, and document adverse events per protocol. Strong communication, problem solving, and ERP/CRM navigation are essential.

Qualifications

• High school diploma or equivalent required. Coursework or a degree in Business, Healthcare, or Communication is a plus.
• 1–3 years in inside sales, customer success, account management, or a high-volume contact center.
• Experience in vaccines, pharmaceuticals, medical devices, healthcare distribution, or pharmacy is preferred.
• Strong ownership, adaptability, problem solving, composure, coachability, teamwork, and systems skills.
• Proficiency with ERP/Veeva and CRM tools is advantageous.

Responsibilities

• Owns assigned portfolio and builds relationships with pharmacy staff, clinic buyers, and practice managers.
• Meets or exceeds quarterly sales goals by driving prebook and reservation conversion, in-season reorders.
• Identifies sales opportunities during inbound service and delivery contacts and follows through on them.
• Tracks each account's ordering pattern and contacts any account that falls behind its expected reorder cycle within 5 business days.
• Level 1 Sales certification within first 6 months.
• Answers inbound calls and emails within SLA: 80% of calls within 20 seconds and 24 hours for emails.
• Shifts between outbound outreach and inbound support as queue volume changes during the day.
• Wellness checks following initial customer shipments.
• Walks customers through website ordering and resolves login, navigation, and troubleshooting. Escalates unresolved issues to the manager.
• Delivery issues (return to senders, out of temperature range deliveries, overages/shortages).
• Reviews all open orders on their portfolio daily and places customer orders as required.
• Escalates any order at risk of missing its ship date immediately and coordinates with Manager to track shipments and resolve delays.
• Documents and reports all adverse events and product complaints within 24 hours, as required.
• Supports returns and replacement orders by following client procedures and completing all required documentation.
• Uses approved templates/scripts/materials in all communication to internal partners and customers.
• High collaboration with Medical Communication, Quality, Distribution & Logistics.
• Shares knowledge, workarounds, and best practices with teammates.
• Resolves account issues independently when they fall within their authority and escalates when needed.

Skills

Ownership

Adaptability

Problem solving

Composure

Coachability

Teamwork

Systems

Technical aptitude

Education

High school diploma

Coursework in Business/Healthcare/Communication

Tools

ERP/Veeva

Helpdesk software

Microsoft 365

Job description

Owns an assigned portfolio of accounts and builds working relationships with pharmacy staff, clinic buyers, and practice managers.

Meets or exceeds quarterly sales goals by driving prebook and reservation conversion, in-season reorders.

Identifies sales opportunities during inbound service and delivery contacts and follows through on them.

Tracks each account's ordering pattern and contacts any account that falls behind its expected reorder cycle within 5 business days.

Level 1 Sales certification within first 6 months

Inbound Queue and Customer Support

Answers inbound calls and emails within SLA: 80% of calls within 20 seconds and 24 hours for emails.

Shifts between outbound outreach and inbound support as queue volume changes during the day.

Wellness checks following initial customer shipments

Walks customers through website ordering and resolves login, navigation, and troubleshooting. Escalates unresolved issues to the manager.

Delivery issues (return to senders, out of temperature range deliveries, overages/shortages)

Order Management

Reviews all open orders on their portfolio daily.

Places customer orders as required.

Escalates any order at risk of missing its ship date immediately of identifying the risk.

Coordinates with Manager to track shipments and resolve delivery delays for their accounts.

Compliance

Documents and reports all adverse events and product complaints within 24-hour timeframe, as required.

Supports returns, and replacement orders by following client procedures and completing all required documentation, trackers, etc.

Uses approved templates/scripts/ materials in all communication to internal partners and customers.

High collaboration with Medical Communication, Quality, Distribution & Logistics

Collaboration and Escalation

Shares knowledge, workarounds, and best practices with teammates.

Resolves account issues independently when they fall within their authority and escalates to the manager when they don't.

Requirements

Education and Experience

High school diploma or equivalent required. Coursework or a degree in Business, Healthcare, or Communication is a plus.

1–3 years in inside sales, customer success, account management, or a high-volume contact center.

Experience in vaccines, pharmaceuticals, medical devices, healthcare distribution, or pharmacy is preferred.

Competency

Ownership: Manages own daily priorities and follows through on commitments without reminders.

Adaptability: Proven ability to thrive in high-pressure environments, adjust to rapid workflow changes on the fly, and maintain composure while managing data/phone/email volumes. Shifts between outbound sales and inbound support as priorities change during the day.

Problem solving: Works through ambiguous situations, finds workable solutions, asks probing questions, and knows when to escape.

Composure: Agile mindset, organized, and professional during high call and email volume.

Coachability: Open-minded approach to professional growth, with strong willingness to actively give and receive feedback during routine call/email quality monitoring, with an expectation that feedback from QA is applied.

Teamwork: Shares what they learn and help teammates without prompting.

Systems

Technical aptitude: strong comfort navigating complex databases, proprietary software, ERP/Veeva, and helpdesk software.

Intermediate Excel skillset a plus for tracking accounts/orders/reporting, working knowledge of Microsoft 365.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, or national origin.