Customer Service Representative Order Management
ParkerstaffingCustomer Service Representative – Order Management
Job ID: 25877
Pay Rate: $25.00 – $28.85 per hour
Location: Onsite in Bristol, TN
Employment Type: Contract-to-Hire
Schedule: Full Time, 40 Hours Per Week, Monday–Friday, 8:00 AM – 5:00 PM
Our client is a U.S.-based pharmaceutical manufacturer specializing in the development, manufacturing, and distribution of high-quality generic medications
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. With a commitment to operational excellence, product quality, and strengthening the nation's domestic pharmaceutical supply chain, this organization plays an important role in making essential medications available to healthcare providers and patients nationwide.
As the Customer Service Representative – Order Management, you will play a key role in ensuring a seamless customer experience by managing pharmaceutical orders, coordinating product fulfillment, and supporting relationships with pharmacies, distributors, and healthcare organizations. Serving as an essential connection between customers and internal Sales, Logistics, Finance, and Supply Chain teams, you will help ensure orders are processed accurately, customer inquiries are resolved efficiently, and products move through the supply chain successfully.
The ideal candidate is a detail-oriented, analytical, and proactive problem-solver who thrives in a fast-paced environment. If you enjoy building relationships, navigating complex processes, and finding ways to improve operations while delivering exceptional customer service, this could be an exciting opportunity to grow your career in the pharmaceutical industry!
Essential Duties and Responsibilities
• Manage and monitor customer orders throughout the fulfillment process, coordinating product flow between customers, Sales, Logistics, and other internal departments.
• Process daily purchase orders accurately within the company's Enterprise Resource Planning (ERP) system and verify successful Electronic Data Interchange (EDI) transmissions.
• Track orders from initial entry through completion, proactively identifying and resolving fulfillment issues, delays, and discrepancies.
• Monitor key account performance, including Failure to Supply metrics, and escalate potential service concerns as appropriate.
• Prepare and distribute weekly backorder reports, communicating product availability and order status updates to customers.
• Serve as a primary point of contact for customer inquiries involving pricing, order status, backorders, contract compliance, invoices, and credit discrepancies.
• Verify pricing on daily customer orders and collaborate with Finance to investigate and promptly correct discrepancies.
• Maintain accurate customer account information, including billing and shipping locations, using established customer databases and business systems.
• Coordinate with third-party logistics (3PL) providers to monitor shipments, track orders, and support timely product delivery.
• Document purchase order discrepancies, communicate findings to logistics partners, and assist Finance with validating and resolving discrepancies.
• Collaborate with Sales, Marketing, and Supply Chain teams to share customer feedback, identify service opportunities, and improve order fulfillment processes.
• Provide customers with required business and regulatory documentation, including licenses, Certificates of Insurance (COI), Certificates of Authenticity (COA), packing slips, and invoices.
• Document and escalate product complaints, coordinating with Pharmacovigilance and Regulatory Affairs teams to support compliance with company policies and applicable requirements.
• Develop, maintain, and improve tools, procedures, and workflows that support efficient customer service and order management operations.
• Maintain organized, accurate records of customer communications, order activity, discrepancies, and resolutions.
• Provide backup administrative support as needed to ensure continuity of daily business operations.
• Assist with special projects