Customer Support Specialist

ABOUT US

Pine Pharmaceuticals is a family-owned and operated pharmaceutical company located in Tonawanda, NY along the beautiful Niagara River in the scenic Riverwalk business park. Our team is growing dramatically to meet the tremendous demand for sterile compounded drugs used by physicians every day across the country. Driven by teamwork, Pine is a prominent leader in the 503B outsourcing space, where we continue to innovate.

WHAT IT'S LIKE TO WORK  HERE

Pine was founded on  a culture of caring, and not just about the specialty coffees available on-campus! At Pine, our employees care about each other, about our community, and about the patient who will ultimately receive the drugs we are responsible for compounding every day.

There are a lot of perks working for Pine, including regularly catered lunches, employee appreciation programs, generous discretionary bi-annual profit sharing, healthy work-life balance, and much more! Above all else, Pine Pharmaceuticals is a family-owned and operated company, and employees are treated just like that. Family!

Job Summary:

The Customer Support Specialist plays a crucial role in customer satisfaction. This position requires excellent communication skills, problem-solving abilities, and a customer-centric approach. The primary responsibility of this position is providing a top-notch customer experience by accurately recording customer orders, addressing inquiries, coordinating product returns, and resolving complaints in a timely and professional manner.

Essential Responsibilities & Duties:

• Communicate effectively and professionally with customers, both verbally and in writing through various channels such as phone, email, and fax.
• Enter order information into the company's database, ensuring that the orders are complete, accurate, and in compliance with established policies and procedures.
• Collaborate with other departments, such as shipping or the sales team, to ensure that orders are processed and fulfilled correctly.
• Address any customer inquiries or concerns regarding their order status or any other issues related to the order.
• Identify and resolve any discrepancies or issues related to orders, such as incorrect pricing or missing items.
• Coordinate product returns, credits, and replacements.
• Generate regular reports on order status, inventory levels, and other key performance metrics.
• Monitor UPS and FedEx tracking numbers for possible shipping delays.
• Establish new Customer accounts in the company’s ERP system while maintaining accurate records and contact information for existing customers.
• Develop a deep understanding of the company's products, prices, and services to provide accurate and up-to-date information to customers.
• Use product knowledge to offer appropriate solutions and recommendations based on customer needs.
• Clearly and concisely document customer interactions, including inquiries, issues, and resolutions.
• Provide regular reports or updates to the team or supervisor regarding customer feedback, trends, and recurring issues.
• Build and maintain strong relationships with customers by demonstrating empathy, professionalism, and a customer-focused attitude.

Qualifications, Skills & Abilities Required:

• 1-3 years of experience in order entry or customer service.
• Associates or Bachelor’s degree preferred.

Knowledge, Skills & Abilities:

• Excellent verbal and written communication skills.
• Proficiency in CRM software and Microsoft Excel.
• Strong problem-solving and critical-thinking abilities.
• Patience, empathy, and a customer-oriented mindset.
• Ability to work under pressure and handle escalated situations.
• High organizational skills and attention to detail.
• Ability to adapt and learn quickly in a fast-paced environment.
• Must be able to work effectively as part of a team

Physical Requirements:

Must be able to sit for an extended period of time.

Benefits:

• 401K with  company match
• Discretionary bi-annual profit sharing
• Health  insurance (eligible to enroll on first day of hire)
• Generous vacation/sick time
• Paid  holidays
• Positive work/life balance
• Peer recognition  program
• Leadership development
• Employee  discount at our sister company,  Pine Pharmacy