Customer Service Specialist

Customer Service Specialist (Customer Service Representative)

Job Summary

The Customer Service Specialist serves as a primary point of contact for customers delivering timely accurate and professional support across phone email and other supported channels. This role is responsible for resolving order and accountrelated issues coordinating with internal partners to research and close requests and ensuring customers receive clear followup and a highquality experience. The Customer Service Specialist also supports continuous improvement efforts by identifying recurring issues and trends that impact service delivery.

Key Responsibilities

• Respond to customer inquiries via phone email and other supported channels in a professional and courteous manner providing clear guidance and next steps.
• Resolve customer issues by researching order and account history clarifying customer needs and applying policybased solutions; escalate concerns when appropriate.
• Process orders returns credits and account updates with a high degree of accuracy and attention to detail.
• Manage order exceptions including overages/shortages inventory inquiries delivery issues emergency orders and credit research.
• Partner with internal teams (e.g. Inventory Operations Billing Warehouse Buyers) to investigate issues and drive timely resolution.
• Accurately document customer interactions actions taken and outcomes in CRM ticketing and related systems to ensure continuity and auditready records.
• Follow up with customers to confirm resolution set expectations and support customer satisfaction and retention.
• Track performance against service goals such as responsiveness resolution time and quality and escalate trends or recurring issues to leadership.
• Maintain uptodate knowledge of products policies and procedures while adhering to confidentiality compliance and data protection standards.
• Perform other duties as assigned to support business and operational goals.

Minimum Qualifications

• Typically requires 5 years of related experience (e.g. customer service representative customer support client services or contact center environment).
• Demonstrated experience supporting customers via phone and email with strong written and verbal communication skills.
• Proficiency with common business tools such as Outlook/email and Excel for tracking updates and basic data tasks.
• High level of accuracy organization and accountability in managing customer requests.

Preferred Qualifications

• Experience supporting pharmaceutical or healthcare customers or working in a regulated highaccuracy environment.
• Experience using CRM or ticketing systems to document and manage cases endtoend.
• Familiarity with Salesforce SAP and/or Acumax.
• Ability to work with an existing Access database including running queries reports and filtering/extracting data (database creation not required).
• Experience researching and resolving order exceptions such as inventory issues delivery discrepancies and shortages/overages in partnership with crossfunctional teams.

Work Environment & Physical Requirements

• Work Environment: 100% onsite; standard schedule is MondayFriday 8:00 AM4:30 PM with occasional schedule adjustments based on business needs.
• Physical Requirements: General office environment and demands.