Order Management Specialist

For Hers; United States; Remote; USD 50,000 - 80,000; Full time

Job summary

An established industry player is seeking an Order Management Specialist to enhance customer order processing. This role is pivotal in ensuring swift resolution of order issues and maintaining high operational standards. You will collaborate with Pharmacy, Fulfillment, and Telemedicine teams, utilizing multiple systems to drive patient care and safety. With a focus on detail and problem-solving, you will contribute to key performance indicators while enjoying a flexible work environment that prioritizes wellness and teamwork. Join a mission-driven company dedicated to redefining healthcare and delivering personalized care.

Benefits

Unlimited PTO

Company holidays

Quarterly mental health days

Comprehensive health benefits

Employee Stock Purchase Program

401k with employer matching

Offsite team retreats

Qualifications

• 3 years of relevant experience in customer support or operations.
• Strong problem-solving skills with meticulous attention to detail.

Responsibilities

• Review and resolve order exceptions with cross-functional partners.
• Maintain data integrity in spreadsheets for trend analysis.

Skills

Customer Support

Operations

Telehealth

Pharmacy Knowledge

Problem Solving

Data Manipulation

Communication Skills

Attention to Detail

Prioritization

Team Collaboration

Education

Certificate as Pharmacy Technician

Tools

Excel

Google Sheets

Job description

Hims & Hers is the leading health and wellness platform, on a mission to help the world feel great through the power of better health. We are redefining healthcare by putting the customer first and delivering access to care that is affordable, accessible, and personal, from diagnosis to treatment to delivery. No two people are the same, so we provide access to personalized care designed for results. By normalizing health & wellness challenges and innovating on their solutions, we’re making better health outcomes easier to achieve.

Hims & Hers is a public company, traded on the NYSE under the ticker symbol “HIMS.” To learn more about the brand and offerings, you can visit hims.com/about and hims.com/how-it-works. For information on the company’s outstanding benefits, culture, and its talent-first flexible/remote work approach, see below and visit www.hims.com/careers-professionals.

About the Role:

As an Order Management Specialist, you will play a key role in the day-to-day processing of customer orders by supporting our Pharmacy and Fulfillment partners and internal stakeholders in identifying and resolving order issues. You will ensure that order issues are resolved swiftly and appropriately to uphold world class patient care and operational standards.

You Will:

• Daily review and resolution of order exceptions and alerts, determining the most effective path with cross functional partners, including systematic issues and pharmacy rejections.
• Utilize multiple systems and platforms to partner with cross functional teams in Pharmacy, Fulfillment, Telemedicine and Customer Experience.
• Assess and prioritize competing order issues balancing urgency of request, patient care and safety, and business objectives to drive prompt order resolution.
• Contribute to and maintain a complex network of formula and script-driven spreadsheets, ensuring accuracy and integrity in data categorization to support trend analysis and root cause identification.
• Contribute to individual and team KPIs and SLAs with timely reporting and resolution of issues.
• Manage Order Management content, including updating and maintaining internal resources and workflows.
• Comfortable working in a team environment as well as independently, including providing coverage for team members as required.
• Ad Hoc projects and requests based on business needs.

You Have:

• 3 years of relevant experience
• Customer Support and/or Operations experience
• Experience in Telehealth and/or Pharmacy a plus
• Certificate as Pharmacy Technician desirable, but not required
• Meticulous attention to detail
• Strong problem solving skills with emphasis on pattern recognition
• Ability to ruthlessly prioritize
• Self starter and strong follow through
• Clear and proactive communication skills
• Systems minded, adept in learning new platforms quickly
• Highly experienced with spreadsheets and manipulating data (Excel or Google Sheets)
• Highly collaborative and team oriented

Our Benefits (there are more but here are some highlights):

• Competitive salary & equity compensation for full-time roles
• Unlimited PTO, company holidays, and quarterly mental health days
• Comprehensive health benefits including medical, dental & vision, and parental leave
• Employee Stock Purchase Program (ESPP)
• 401k benefits with employer matching contribution
• Offsite team retreats

We are committed to building a workforce that reflects diverse perspectives and prioritizes ethics, wellness, and a strong sense of belonging. If you're excited about this role, we encourage you to apply—even if you're not sure if your background or experience is a perfect match.