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 account‑related issues, coordinating with internal partners to research and close requests, and ensuring customers receive clear follow‑up and a high‑quality 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 policy‑based 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 audit‑ready 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 up‑to‑date 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, high‑accuracy environment.
• Experience using CRM or ticketing systems to document and manage cases end‑to‑end.
• 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 cross‑functional teams.

Work Environment & Physical Requirements

• Work Environment: 100% onsite; standard schedule is Monday–Friday, 8:00 AM–4:30 PM, with occasional schedule adjustments based on business needs.
• Physical Requirements: General office environment and demands.