[Hiring] Customer Service Representative @R&S Northeast

Role Description

The Customer Service Representative fulfills essential tasks related to delivering service to a client. Acts as first-line representatives and subject matter experts responsible for handling client inquiries to ensure satisfactory resolution to issues that may arise. Responsibilities include:

• Handling escalated calls, processing transactions, and supporting the sales team.
• Order processing, order auditing, and communication and resolution of issues that may prevent orders from shipping.
• Processing customer requests related to orders in a timely, accurate, and professional manner.
• Fostering the growth of a strong client base through creating positive interactions.

Essential Functions:

• Maintains confidential information including proprietary corporate information, specifications of products, product information, and customer information.
• Receives and answers customer inquiries, including but not limited to: product orders, order status, lot/batch number research, product returns, product search, pricing, and services offered.
• Partners with sales team and clients to provide service in accordance with client service levels to complete order transactions and informational call follow-up.
• Works with Finance to provide transactional information for monthly client billing.
• Acts as point of contact for the team for transactional functions.
• Researches inquiries in a professional and courteous manner and works with team members to identify and resolve escalated customer concerns in a timely manner.
• Effectively uses approved “talking points” when communicating corporate policy.
• Advises callers for level 1 support for escalated calls to internal/external customers.
• Resolves issues and answers questions with the highest degree of quality and accuracy in accordance with company vision & values and all applicable laws.

Qualifications

• High school diploma or equivalent; Bachelor's degree strongly preferred.
• 3-5 years of Customer Service Related Experience Required.
• Experience working with Microsoft Office Suite.
• Excellent customer service skills while acting in a professional and courteous manner at all times.
• Pharmaceutical experience preferred but not required.
• Strong work ethic.

Requirements

• Conduct work activities in compliance with all R&S Northeast, LLC internal requirements and applicable regulatory requirements.
• All calls may be subject to monitoring, recording for quality assurance, coaching, training, and development purposes.

Benefits

• Competitive Base Salary.
• Performance-Based Incentive and Bonus Opportunities.
• Comprehensive Health Benefits – Medical, Dental, Vision, Disability, and Ancillary products.
• 401(k) Retirement Plan – With immediate vesting and a competitive company match.
• Paid Time Off – Including vacation, parental leave, and paid company holidays.
• Employee Assistance Program (EAP) – Confidential support for employees and their families.
• Professional Development Opportunities.
• Employee Recognition and Service Award Programs.
• Well-being and Work-Life Resources.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

AvKare/R&S Northeast is an Equal Opportunity Employer and we adhere to Affirmative Action principles. This ensures that all qualified applicants will receive equal consideration for employment without regard to race, color, national origin, religion, sex, pregnancy, marital status, sexual orientation, gender identity/expression, age, disability, genetic information, military service, covered/protected veteran status, or any other federal, state, or local protected class.