Full-time
Fulfillment & Customer Service Associate
Posted on 27 January 26 by Virtual Work World
- $12.50 - $17.50 per Hour
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Job Description
Role: Fulfillment & Customer Service Associate
Contract: Full-time Remote Contractor (40 hours weekly / 160 hours monthly)
Business Hours: Monday to Friday, 9 AM - 5:30 PM EST
Rate: $12.50 - $17.50 USD hourly / $2,000 - $2,800 USD monthly (Salary is negotiable based on experience and location)
Availability to Start: Immediately
Client's Profile
With a robust 17-year track record, this US-based medical supply (Med-Surg) and pharmaceutical sales company is a seasoned provider of medical facilities. Distinguished by an extensive network of over 600 manufacturer contracts, the company provides its customers with access to a wide range of medical products, including Med-Surg, aesthetic, and pharmaceutical products. This expansive catalog showcases the company's commitment to variety, translating into significant cost savings of 20% to 50% across an impressive selection of over 500,000 medical supplies.
What You'll Do
As a Fulfillment & Customer Service Associate, you will support the Operations team as the primary point of contact for internal and external customers in a remote setting. You will oversee customer orders from submission through shipment, ensuring regulatory compliance, accuracy, and timely fulfillment, while coordinating closely with customers, internal teams, and distributors. The role also involves managing backorders, communicating about services and products, and supporting education, cross-selling, and upselling. This position is focused exclusively on Pharmacy Hub and requires experience in the U.S. pharmaceutical market, familiarity with HIPAA regulations, and the ability to review patient orders accurately in a fast-paced environment. Your day-to-day responsibilities will include:
- Order Management
- Process all incoming orders daily and notify stakeholders of any blockers to fulfillment.
- Review and clean up pending orders.
- Own all internal and external tickets related to the 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, sales, 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, sales, and customer inquiries via call, chat, and email within allotted SLAs.
- Monitor and respond to distributor communications.
- 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 and Monitoring
- Track ticketing progress and ensure proper documentation for unresolved issues.
- Track ticketing progress and ensure proper documentation for unresolved issues.
What You Should Have
Must-haves:
- Minimum of two years of Customer Service and Fulfillment Management experience in a US-based Healthcare, Pharmaceuticals, Medical Compliance, or similar field.
- Understanding of HIPAA regulations, PHI handling, and secure communication protocols.
- Ability to review and validate patient-specific medication orders, including dosing instructions, in compliance with U.S. pharmacy standards.
- Strong, professional English communication skills (verbal & written) with a neutral accent preferred.
- Comfortable interacting directly with customers via email, chat, and virtual calls.
- Ability to handle escalations appropriately and communicate expected delivery timelines.
- Experience reviewing patient-specific pharmacy orders for accuracy and completeness.
- Ability to manage high-volume order processing (150–300 orders/day during peak days).
- Ability to track, follow up, and ensure on-time shipment and delivery of orders.
- Experience working with order management or ticketing platforms (Zoho/Zoho Desk experience preferred).
- Strong ability to learn and navigate multiple systems (including a proprietary platform).
- Strong attention to detail and accuracy when reviewing regulated data.
- Technology Specifications:
- Minimum 50 Mbps Internet Speed
- Windows 11 or MacOS 15 Sequoia
- Minimum Intel i5 8th gen with 8GB of RAM or Apple M1 chip with 8GB of RAM
- Webcam and Headset
- Designated Quiet Office Space
- Experience in pharmacy purchasing or pharmaceutical billing.
- Exposure to 503A or 503B compounding pharmacy workflows.
- Prior nearshore support experience for U.S. healthcare clients.
- Experience optimizing SOPs or fulfillment procedures.
- Background in medical distribution or MedTech.
Who You Are
We're looking for someone who:
- Is detail-oriented and accuracy-driven in all aspects of their work.
- Communicates clearly and professionally with both customers and internal teams.
- Remains calm and effective under high-volume workloads.
- Is customer-focused and patient when explaining product or dosing details.
- Learns quickly and is comfortable navigating multiple systems.
- Is reliable, accountable, and consistent in delivering results.
- Takes a solution-oriented, proactive approach to problem-solving.
- Demonstrates strong organizational skills and follows through on commitments.