Customer Service Rep

Role Summary

The Customer Service Representative (CSR) will be a primary point of contact for customers, wholesalers, distributors, healthcare providers, and internal stakeholders regarding order management, product availability, shipments, and issue resolution. This role requires strong communication skills, attention to detail, and the ability to work closely with a third-party logistics (3PL) partner to ensure seamless order fulfillment and compliance with pharmaceutical distribution requirements. The CSR will serve as a liaison between customers and internal departments (Sales, Finance, Operations, Regulatory, Quality, and IT) while maintaining compliance with pharmaceutical regulations.

Responsibilities

• Serve as the first point of contact for customer inquiries related to orders, product information, shipments, returns, and general service
• Build and maintain strong relationships with wholesalers, specialty pharmacies, healthcare providers, and distributors
• Communicate professionally and proactively via phone, email, and ordering platforms
• Manage new customer setup and account maintenance
• Provide timely updates regarding order status, delays, and product availability

• Enter and process customer purchase orders in alignment with contracts, pricing, and distribution policies
• Partner with the 3PL to track orders and resolve delivery issues
• Coordinate internal communication for backorders, allocations, and product launches
• Manage product returns, replacements, and recalls in accordance with company SOPs and industry regulations

• Act as the day-to-day contact with the 3PL for order processing, warehousing, inventory, and shipping
• Investigate and resolve discrepancies in shipments, delivery records, and inventory counts
• Escalate logistics issues as needed and ensure timely resolution

• Ensure adherence to FDA, DEA, and DSCSA requirements for order processing, especially regarding controlled substances
• Maintain accurate and auditable records of customer interactions, transactions, and issue resolution
• Support product traceability and serialization compliance initiatives

• Provide regular sales activity and order fulfillment reporting
• Identify recurring service issues and recommend process enhancements
• Assist in the development and refinement of customer service SOPs

Skills

• Strong verbal and written communication; ability to engage professionally with a wide range of stakeholders
• High attention to detail, accuracy, and documentation standards
• Customer-focused mindset with a commitment to high-quality service
• Proven problem-solving abilities; able to anticipate issues and resolve them quickly
• Organized and efficient in managing multiple priorities in a fast-paced, regulated environment
• Collaborative team player with ability to work independently when needed
• Proficiency in Microsoft Office (Excel, Outlook, Word) and ERP/order management systems (SAP, Oracle, JD Edwards, etc.)
• Knowledge of pharmaceutical compliance standards (FDA, DEA, DSCSA, PDMA) preferred

Requirements

• High school diploma or equivalent required; Bachelor's degree preferred
• Minimum 2 years of customer service or order management experience, ideally in the pharmaceutical, biotech, healthcare, or life sciences sector
• Experience working with a 3PL or logistics/distribution partner highly preferred; experience in the pharmaceutical industry, generics experience preferred
• Ability to manage urgent situations, product shortages, and time-sensitive requests
• Strong organizational and multitasking skills
• Ability to work in a hybrid model with in-office presence in Princeton, NJ