Customer Service Associate

**Job Description**
This is a remote position.


**Overview**
Pipeline Medical is an innovative MedTech Marketplace providing our customers a unique one stop shop for all of their medical products, surgical supplies, and pharmaceutical needs. Pipeline's Pharmacy Hub, first-of-its-kind marketplace allows medical clinics to seamlessly order patient prescriptions directly from compounding pharmacies alongside all their required medical supplies, transforming how clinics manage operations and patient care.


We are seeking a Customer Service Associate to work within Pipeline's Pharmacy Hub division. This position is a crucial member of the Operations team. Working in a remote environment, the Customer Service Associate is the first point of contact for internal and external customers and ensures that all goods are delivered according to company standards. A primary responsibility is full oversight and responsibility that orders are submitted per regulated guidelines, are processed and shipped within communicated and expected timelines.


You will work as a liaison between the customer, company, and distributor. The incumbent is responsible for ensuring that the client receives best-in-class support and service and will be responsible for ensuring back-ordered products are fulfilled quickly. You will be tasked with communicating different services, offers, and new products with the customers in a manner to assist with education, cross selling, and upselling.


This role will focus solely on Pharmacy Hub and their product catalog. We are looking for a fast-paced individual with experience reviewing patient orders for accuracy and completeness. Experience in a pharmaceutical background in the U.S. market is required along with an understanding of HIPAA regulations and dosing instructions for weight loss drugs, men's health and hormone therapies. Experience working within compounding facilities (503A or 503B) is not required but highly sought.


**Responsibilities**
**Order Management**

- Process all incoming orders daily and notify stakeholders of any blockers to fulfillment.
- Review and clean up pending orders and ticket queues.
- Own all internal and external tickets related to pharmacy hub to ensure zero unresponded to tickets at the end of every day.
- Daily follow-up on previously processed orders to confirm shipment and delivery status.
- Review and tag unknown statuses for proper tracking.

**Backorder Management**

- Create and manage back-order tickets in the system.
- Identify and suggest alternative products for back-ordered or rejected items.
- Communicate with account managers or customers regarding substitutions or delays.

**Customer and Internal Communication**

- Be the customer service face of Pharmacy Hub at Pipeline Medical
- Respond to account manager and customer inquiries via call, chat, and email.
- Monitor and respond to distributor communications, including those from Cobalt.
- Track and manage follow-ups to ensure resolutions are completed promptly.

**Returns and Issues**

- Handle the return process for damaged or undelivered products.
- Notify distribution partners of delivery failures and initiate return or refund processes.

**Reporting & Monitoring**

- Track ticketing progress and ensure proper documentation for unresolved issues.

**Requirements**

- Strong attention to detail
- Excellent organizational capabilities
- Continually outperforms goals and surpasses targets and KPI's
- Self-motivated and self-starter
- Ability to learn new software and computer programs.
- Reliable high-speed internet is a must
- Must be fluent in English
- Customer Support Experience is preferred
- 2+ years of inventory or Supply Chain management experience
- Understanding of U.S. HIPAA regulations
- Knowledge of U.S. pharmaceutical industry, including compliance, traceability and general product knowledge

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