Customer Support Associate- Pharmaceutical

REMEDY GROUP; United States; Remote; USD 42,000 - 60,000; Full time

Job summary

Remedy Group is hiring a Virtual Account Specialist & Customer Support Associate to own a portfolio of healthcare accounts, spanning independent pharmacies to clinics. You’ll split time between growing the portfolio via outbound outreach and resolving inbound issues by phone and email, with a seasonally higher volume in peak shipping months.

You report to a player-coach manager who supports the team through peak volume and complex escalations, ensuring timely order management, compliant

Qualifications

• High school diploma or equivalent.
• 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.

Responsibilities

• Owns an assigned portfolio of accounts 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.
• Delivery issues (return to senders, out of temperature range deliveries, overages/shortages)
• 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.
• Documents and reports all adverse events and product complaints within 24-hour timeframe.
• 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
• 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.
• Technical aptitude: navigate complex databases, proprietary software, ERP/Veeva, and helpdesk software.
• Intermediate Excel skillset a plus for tracking accounts/orders/reporting, working knowledge of Microsoft 365.

Skills

Ownership

Adaptability

Problem solving

Composure

Coachability

Teamwork

Education

High school diploma

Tools

ERP/Veeva

Helpdesk software

Excel

Microsoft 365

Job description

Virtual Account Specialist & Customer Support Associate

About the Role

Remedy Group is hiring a Virtual Account Specialist & Customer Support Associate to own a portfolio of healthcare accounts for a leading global influenza vaccine manufacturer. Your accounts include independent pharmacies, physician offices, clinics, and regional care sites.

You split your day between growing your portfolio through outbound outreach and resolving inbound customer issues by phone and email. Your team's focus is a defined niche, e.g. delivery issues resolution, Product Technical Complaints, etc.

The business is seasonal. Volume peaks during the Northern Hemisphere shipping season, July- November, when the team handles roughly 60 calls and 80 emails per day. You report to a player-coach manager who works alongside the team and supports you through peak volume and complex escalations.

Key Responsibilities

Portfolio Ownership and Sales

• 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.

Qualifications

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 __.
• 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.