Pharmacy Assistant - Customer Experience & Operations (Onsite)

Francisco Partners; Monterey (VA); On-site; USD 36,000 - 50,000; Full time

Benefits offered by this job

Lunch & learn

Flexible working environment

Up to 50% employee discount

Product sample giveaways

Paw rental leave and wellbeing leave

Volunteer days for the causes you care

Job summary

Pet Circle Pharmacy is seeking a customer-focused specialist to join our Pemulwuy pharmacy team, delivering high-volume support and ensuring accurate prescription processing. You will manage orders, consent and communications with pet clinics, while maintaining SOPs and regulatory compliance.

Based on a KPI-driven environment, you will collaborate with the team to resolve issues, support inventory, and participate in additional dispensary activities as training allows.

Qualifications

• At least 1 year of experience in a fast-paced, KPI-driven customer service or operations environment.
• Pharmacy or dispensary experience is highly regarded but not essential.
• Excellent written and verbal communication with a customer-first approach to resolving enquiries.
• Strong ability to follow SOPs, checklists and regulated processes accurately.
• Good attention to detail and ability to prioritise tasks.

Responsibilities

• Deliver best-in-class customer service in a high-volume environment, mainly via email and live chat with some inbound/outbound calls.
• Take end-to-end ownership of enquiries related to orders, deliveries, prescription requirements and the pharmacy ordering process.
• Manage prescription-related administration and correspondence with customers and veterinary clinics.
• Perform administrative checks of prescription and order information per SOPs and regulatory requirements.
• Accurately pick, pack, label and prepare customer orders for dispatch.
• Identify and resolve issues delaying prescription processing, liaising with customers, clinics, pharmacists and delivery partners.
• Support stock receipt, inventory management, and general pharmacy operations.
• Maintain accurate customer, prescription and order records across systems.
• Act as the Voice of the Customer to share insights and suggest process improvements.
• Move between customer support and hands-on pharmacy operations as volumes require.

Skills

Customer service

Pharmacy experience

AI interest

Communication skills

Attention to detail

CRM systems

Teamwork

Tools

CRM software

Order management platforms

Ticketing systems

Job description

Dogs, cats, budgies and everything in between - pets deserve the world. They make us want to be better humans. That's why we've made it our mission to build the most engaged and passionate community of pets and pet parents across the world. And we're looking for talented team mates who can help us do it.

Founded in Sydney, our team of 500+ pet obsessives span Australia, New Zealand and the Philippines. We've scaled to become one of Australia's top five eComm companies and the no.1 online pet store. But we're just getting started. Like a whippet who's spotted their mate across the dog park, our growth is only going to accelerate, as we continue to disrupt the way that pet parents shop.

Excitingly, the pet industry is booming (as in $15 billion kind of booming) and online pet retail is set to grow exponentially in the next five years. So this is a unique career opportunity to be part of our epic growth story.

The opportunity

This is a casual role, fully on-site, based at our Pemulwuy pharmacy, working five days a week, Monday to Friday from 9:00 am to 5:30 pm.

Pet pharmacy is growing, and consumer habits are changing - Pet Circle is uniquely positioned to revolutionise this $500 Million market opportunity!

Pet Circle Pharmacy is transforming the way pet parents access and manage prescription medications. We believe in doing things differently, putting pets and their owners at the heart of every decision. By providing better choice, value, and convenience, we enable pet parents to enhance their pets' quality of life more easily than ever before.

We're looking for a customer-focused and detail-oriented specialist to deliver high-volume customer support and help keep pharmacy operations moving accurately and efficiently in a fast-paced, KPI-driven environment.

What you'll be doing

• Deliver best-in-class customer service in a high-volume and complex environment, responding primarily through email and live chat, with some outbound calls.
• Take end-to-end ownership of customer enquiries relating to orders, deliveries, prescription requirements and the pharmacy ordering process, working independently to resolve issues while meeting individual and team KPIs and SLAs.
• Manage prescription-related administration and correspondence, supporting customers and veterinary clinics through each stage of the prescription process.
• Complete administrative checks of prescription and order information in line with pharmacy SOPs and regulatory requirements, escalating discrepancies or matters requiring pharmacist review.
• Accurately pick, pack, label and prepare customer orders for dispatch.
• Identify and resolve issues that may delay prescription processing, order fulfilment or delivery, liaising with customers, veterinary clinics, pharmacists and delivery partners as needed.
• Support stock receipt, inventory management, order fulfilment and general pharmacy operations.
• Maintain accurate customer, prescription and order records across customer service, order management and pharmacy systems.
• Act as the Voice of the Customer by identifying recurring issues, sharing insights and contributing ideas to improve processes and the customer experience.
• Move flexibly between customer experience and hands-on pharmacy operations based on daily volumes and priorities, with the opportunity to support additional dispensary activities over time following appropriate training.

The ideal toolbox

• At least one year of experience in a fast-paced, KPI-driven customer service or operations environment. Pharmacy or dispensary experience is highly regarded but not essential.
• High self-motivation and discipline to independently resolve customer issues, while collaborating closely with the team to achieve the best outcome.
• A naturally curious mindset, with an interest in AI and new technologies and how they can be used to work smarter, improve processes and deliver a better customer experience.
• Excellent written and verbal communication skills, with a customer-first approach to resolving enquiries.
• Strong attention to detail and the ability to follow SOPs, checklists and regulated processes accurately.
• Confidence using multiple online systems, including CRM, ticketing or order-management platforms.
• A quick-learning, organised and resilient approach, with the ability to prioritise competing tasks under pressure.
• A low-ego, team-first mindset and willingness to move between customer support and hands-on pharmacy operations.
• A genuine interest in pets, pet health and supporting pet parents.

Role location

We believe that building connections and collaborating as Pet Circlers is super important. So this role is based onsite in our Pharmacy in Pemuwuy, 5 days/week.

Schedule: Monday – Friday

Hours: 9:00 am to 5:30 pm

A few good things

• Heaps of development opportunities - lunch & learns, secondments & unlimited learning courses via Go1
• Flexible working environment
• Up to 50% employee discount
• Product sample giveaways
• Pawrental leave and wellbeing leave
• Volunteer days for the causes you care about

Why you'll want in

Looking after pets, and the pet parents who love them, is what gets us out of bed. That energy carries into how we work, and into what your days here would feel like.

You'll own your patch and have the room to act on it. We move fast and decide fast, and we'd rather test an idea and learn from it than sit on it. You'll have rich, real-time data at your fingertips to back your thinking, and the freedom to chase an opportunity the moment you spot one. The best idea wins, wherever it comes from.

What holds it together is what we stand for:

• We're better together
• We operate with humble hearts and hungry minds
• Pets matter, so pets and pet parents always have a seat at our table
• We're instinctively curious. Always

Everyone (& their pets) Welcome

We're better when we don't all think the same. Different backgrounds, perspectives and experiences make our work sharper and our days more interesting, so whoever you are, if this role excites you we'd love to hear from you, even if you don't tick every box. And if you need anything adjusted in the process to do your best, just say the word, we're happy to help.