Pharma Customer Support & Order Specialist

Nivagen Pharmaceuticals, Inc.; Sacramento (CA); On-site; USD 80,231,000 - 90,175,000; Full time

Benefits offered by this job

Fulltime

Bonus eligibility

Medical, dental and vision coverage

401k savings plan

Paid time off

Job summary

Nivagen Pharmaceuticals, Inc. is seeking a Customer Service Representative to be the voice of our organization, handling customer inquiries, orders, and account management for our sterile injectable manufacturing operations.

This role emphasizes empathy, accuracy, and timely communication to healthcare providers, hospitals, clinics, and partners. The ideal candidate will have 2+ years in customer service or order management within regulated environments, and will work closely with Operations,

Qualifications

• 2+ years of customer service, account support, or order management experience.
• Strong communication, problem-solving, and interpersonal skills.
• Excellent organizational skills with strong attention to detail.
• Proficiency with Microsoft Office Suite and CRM/SAP systems.
• Ability to manage multiple priorities in a fast-paced startup environment.
• Professional demeanor and commitment to delivering exceptional customer service.

Responsibilities

• Serve as the primary contact for customer inquiries regarding products, orders, pricing, availability, shipping, and account management.
• Process and monitor customer orders accurately and efficiently through internal systems.
• Coordinate with Operations, Quality Assurance, Production, Regulatory Affairs, and Logistics teams to resolve customer issues and provide timely updates.
• Maintain detailed and accurate customer records, communications, and order documentation.
• Communicate product availability, lead times, shortages, backorders, and shipment status to customers.
• Investigate and resolve customer complaints, discrepancies, and service-related issues while maintaining a high level of professionalism.
• Support onboarding of new customer accounts and assist with account setup documentation.
• Ensure all customer interactions comply with FDA regulations, company policies, and applicable quality standards.
• Escalate quality events, adverse event reports, product complaints, and compliance concerns according to established procedures.
• Assist with customer surveys, reporting, and continuous improvement initiatives.
• Contribute to the development of customer service processes and standard operating procedures (SOPs) as the organization grows.
• Maintain a thorough understanding of company products, services, and regulatory requirements.

Skills

Customer service

Account support

Order management

Communication skills

Problem solving

Microsoft Office

CRM/SAP

Education

Bachelor's degree

Pharma/healthcare experience

Regulatory (FDA) knowledge

Tools

CRM software

SAP

Job description

Nivagen Pharmaceuticals, Inc. is seeking a Customer Service Representative to be the voice of our organization, handling customer inquiries, orders, and account management for our sterile injectable manufacturing operations.

This role emphasizes empathy, accuracy, and timely communication to healthcare providers, hospitals, clinics, and partners. The ideal candidate will have 2+ years in customer service or order management within regulated environments, and will work closely with Operations,