Customer Service

Customer Service Representative (CSR)

Hunt Valley PharmaLAB - Cockysvil, MD 21030

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Hunt Valley PharmaLab (HVP) is looking for a hard-working, organized, and professional customer service representative to help provide exceptional quality and service to our customers. This position engages with customers to provide information in response to service inquiries, concerns and requests about products and services by communicating professionally and effectively both internally and externally. Customer service is the front face of HVP and it is your responsibility to provide quality and exceptional customer service, ensure accurate orders, and be a strong contributor to the achievement of all business goals.

Think you have what it takes to become a part of an ever growing company?

If so, apply today and complete the following survey to be considered!

Click on the link or copy and paste it into your browser. https://www.cultureindex.com/c/VS1J9HBtxu

Position Summary: The Customer Service Representative (CSR) is responsible for working directly with Hunt Valley PharmaLab Production and Sales teams to provide quality and exceptional customer service, ensure accurate orders, and be a strong contributor to the achievement of all business goals. This position supports the Customer Service Leader, production team and engages with customers to provide information in response to service inquiries, concerns and requests about products and services. The CSR position requires a hard-working, proactive, and energetic team player who communicates professionally and effectively both internally and externally.

DUTIES AND RESPONSIBILITY:

• Monitor all ASC inbound order channels through email, phone, fax, text, e-scripts etc.
• Collaborate with production and sales teams to navigate complete customer experience from initial order through production, fulfillment and final delivery
• Verify accuracy, acknowledge, initiate, oversee, organize, and delegate to the fulfillment teams all incoming ASC orders.
• Schedule, monitor, and develop a custom delivery route and oversee delivery team for all ASC orders
• Manage day to day communication with customers; including but not limited to order confirmations, initiate orders, shipment and delivery dates.
• Utilize strong verbal and written communication, attention to detail and organizational skills as well as problem solving and reasoning skills to accomplish superior customer service.
• Keep records of customer interactions, transactions, complaints, and actions taken in company specification binder and Quality Management system.
• Maintain order delivery sheets and hand off receipts to invoice customers weekly and as needed; ability to learn and operate accounting software system
• Monitor and proactively communicate industry updates and drug shortages to customers and internal production team
• Build and maintain accurate customer reports
• Create and maintain customer order sheets with current up to date products
• Provide customers with up to date order sheets and inform of any changes or updates
• Manage and execute patient sales process via phone
• Proactively reach out directly to customers and patients either by outbound phone calls or email to respond to customer/patient inquiries, collect payment and resolve issues
• Create and build an outbound marketing database
• Proactively perform outbound marketing calls to potential customers and hand off leads to sales to close
• Direct requests and unresolved issues to managers
• Perform tasks as assigned by Customer Service Leader and/or Pharmacy Manager
• Perform other duties as assigned

Key Attributes

The CSR should have strong phone communication skills and be proficient in computer data entry in order to help retain our loyal customer base

• Demonstrates an enthusiasm for building and growing a business
• Engages, interacts, and responds in a prompt, accurate, professional manner to establish effective relationships with customers, both internal and external
• Highly motivated and results oriented with strong written and oral communication, organization, and multi-tasking abilities.
• Ability to work in a fast-paced, team environment with minimal supervision.
• Identifies and understands opportunities, anticipates potential issues, and compares data from different resources to draw conclusions, determine course of action and provide effective solutions.

Key Qualifications

· 2+ years’ experience in customer service and sales

COMPETENCIES/SKILLS

• Time & Task Management - Strong time management and organizational skills; Self-motivated and able to work independently
• Attention to Detail - Excellent attention to detail. Double and triple checks for accuracy.
• Technical Skills - Accurate data entry skills; Pursues training and development to build knowledge and skills; Experienced in Microsoft Office (Word, Excel, Outlook, etc.)
• Customer Service - Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments; Maintains confidentiality.
• Oral Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Able to effectively present information to the patient and in small group situations; Participates in meetings.
• Written Communication - Able to read, write, and speak English fluently; Writes clearly, concisely, and informatively.
• Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Inspires respect and trust.
• Quality Management - Dedicated to excellence and quality; Looks for ways to improve and promote quality; Demonstrates accuracy and thoroughness in compliance to the Company’s Quality Management System.
• Ethics - Treats people with respect; Works with integrity and ethically; Upholds Company values.
• Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments; Looks for ways to improve and promote quality; Monitors own work to ensure quality.
• Safety and Security - Observes safety and security procedures; Reports potentially unsafe conditions.
• Attendance/Punctuality - Is consistently at work and on time. Offer flexibility in work hour scheduling, including evenings and weekends.

Education and/or Experience – Bachelor’s Degree or High School Degree and two to four years related experience and/or training.

• Mathematical Skills - Able to add, subtract, multiply, and divide in all units of measure; this may include using whole numbers, common fractions, and decimals and being able to compute rate, ratio, and percent. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.
• Reasoning Ability - Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Job Type: Full-time

Experience:

• call center: 2 years (Preferred)
• Customer Service: 2 years (Required)

Benefits:

• Health insurance
• Dental insurance
• Vision insurance
• Retirement plan
• Paid time off
• Professional development assistance