Customer Operations Specialist

: Customer Operations Specialist

: VP of OPS

JOB SUMMARY

The Customer Operations Specialist plays a key role in supporting both domestic and international customers by ensuring exceptional service and communication throughout the order fulfillment process. This position is responsible for managing customer inquiries, assisting with processing orders, and coordinating shipments—including international documentation and compliance—and proactively following up to ensure complete customer satisfaction. The Customer Operations Specialist is detail-oriented, professional, and thrives in the fast-paced, regulated environment of pharmaceutical distribution.

DUTIES AND RESPONSIBILITIES

· Accurately enter, verify and manage customer orders in accordance with company procedures and regulatory requirements.

· Coordinate with Warehouse & Logistics and Sales Teams to ensure timely and compliant shipment of pharmaceutical products, including controlled substances and temperature-sensitive items.

· Prepare and review shipping documents for international orders.

· Monitor shipments to ensure on-time delivery; proactively communicate with Sales Team about order status, tracking information and any potential delays.

· Reach out to carriers when there are shipping issues.

· Resolve customer issues promptly and professionally, providing clear communication and through follow up until resolution.

· Maintain detailed and accurate records of customer interactions, transactions and correspondence in ERP system.

· Support regulatory and documentation compliance related to pharmaceutical distribution and international trade regulations.

· Collaborate with Sales, Accounting and Operations Teams to meet customer needs and company objectives.

· Continuously seek opportunities to improve customer experience, process efficiency, and service quality.

KNOWLEDGE / SKILLS / ABILITIES:

• Professional, courteous and reliable,
• Works well independently and as part of a collaborative team,
• Solution oriented with a strong sense of accountability.
• Adaptable to change and committed to continuous improvement.

Job Type: Full-time

Pay: $45,000.00 - $50,000.00 per year

Benefits:

• 401(k) matching
• Dental insurance
• Health insurance
• On-the-job training
• Paid time off
• Vision insurance

People with a criminal record are encouraged to apply

Experience:

• order tracking: 2 years (Preferred)
• resolve customer issues: 2 years (Preferred)
• Continuous improvement: 2 years (Preferred)

Work Location: In person