Pharmaceutical Customer Service Specialist Job at Randstad, Bedford, MA

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  • Randstad
  • Bedford, MA

Job Description

We’re looking for an enthusiastic and customer-focused Customer Service Representative to join our dynamic team! If you have 1-3 years of customer service experience and a passion for helping others, this is the perfect opportunity for you. In this hybrid role, you’ll enjoy the flexibility of working from home two days a week, while collaborating in the office three days a week. With a Monday to Friday schedule from 9:00 AM to 6:00 PM EST, you’ll have the chance to engage with customers and make a real impact. We're seeking a problem-solver with excellent communication skills who thrives in a fast-paced environment and is committed to delivering outstanding service. Join us and be part of a team that values growth, collaboration, and excellence in customer support!

Key Responsibilities/Essential Functions

Customer Account Management

  • Serve as the primary point of contact for customer account management, handling order placement, inquiries, and complaints via phone and email.
  • Set up new customer accounts and maintain accurate records to facilitate smooth transactions.
  • Address a wide variety of customer inquiries, ranging from routine questions to complex special requests.
  • Support accounts receivable activities and ensure documentation accuracy for all transactions.

Order Processing and Fulfillment

  • Accurately process and monitor product orders using various systems, ensuring timely delivery and adherence to customer requirements.
  • Determine appropriate facilities to fulfill orders by evaluating factors such as proximity, production schedules, and product decay rates.
  • Communicate effectively with customers regarding order status, production schedules, and any potential delays, providing alternative solutions as needed.

Issue Resolution and Escalation

  • Proactively resolve issues related to manufacturing or delivery that may impact customers, ensuring continuity of care for patients.
  • Investigate and resolve service failures, billing errors, and other complaints, coordinating with management for resolution.

Compliance and Quality Assurance

  • Manage compliance requirements, including quality control and reporting of adverse events, to uphold regulatory standards.
  • Ensure all activities align with quality assurance protocols and regulatory requirements.
  • Demonstrate strong commitment to safety and adhere to all company safety protocols and values.

Collaboration and Teamwork

  • Collaborate with internal and external teams to ensure seamless order completion, invoicing accuracy, and customer satisfaction.
  • Partner with the sales team to provide account support, share insights, and assist with promotions or special initiatives.
  • Participate in team initiatives, training sessions, and improvement projects to drive excellence in customer service operations.
  • Communicate with diverse stakeholders, including doctors, technicians, and purchasing agents, tailoring support to their specific needs.

Technology and Systems Management

  • Utilize multiple software systems (ERP, CRM, and third-party tools) to manage customer orders and account history effectively.

Basic Qualifications

  • 3+ years in a customer-facing role, preferably in healthcare, pharmaceutical, or technical industries
  • Strong communication skills, both written and verbal, with the ability to effectively engage and educate customers.
  • Proven problem-solving abilities and experience managing customer inquiries efficiently.
  • Proficiency with ERP, CRM, or similar order management systems.
  • Ability to work in a hybrid environment (3 days in-office, 2 days remote) and ensure data integrity across systems.
  • Availability to work on company-observed holidays as needed.

Other Requirements

  • Familiarity with regulatory and compliance standards in healthcare or pharmaceutical industries is preferred.
  • Availability to work occasional extended hours during peak periods or in case of urgent customer needs.
  • Ability to participate in training, team initiatives, and process improvement projects.
  • Commitment to safety protocols and company values.

Job Tags

Work at office, Remote work, Monday to Friday, 2 days per week, 3 days per week,

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