Customer Service Representative (CSR)

Position Summary

The Customer Service Representative (CSR) plays a vital role in delivering exceptional service to BluPax Pharma's customers. This position is responsible for managing customer orders, resolving issues, and maintaining positive relationships with healthcare providers, pharmacies, hospitals, and other clients. The CSR collaborates closely with sales, logistics, warehouse, and finance teams to ensure timely and accurate order fulfillment, while upholding all regulatory and compliance requirements.

Key Responsibilities

Order Management

• Receive, process, and follow up on customer orders via phone, email, or online platforms.
• Verify order accuracy and coordinate with logistics/warehouse teams to ensure timely fulfillment and delivery.
• Proactively monitor backorders and communicate updates to customers.

Customer Support

• Provide prompt, professional, and courteous assistance regarding product availability, pricing, order status, shipping, returns, and general inquiries.
• Handle escalated concerns or complaints, ensuring both customer satisfaction and protection of company interests.
• Build and maintain long-term relationships by serving as a trusted point of contact.

Documentation & Compliance

• Maintain accurate and up-to-date customer records within ERP/CRM systems (SAP experience preferred).
• Ensure compliance with internal SOPs and pharmaceutical distribution regulations.
• Support processes related to product recalls, backorders, and controlled substances.

Communication & Coordination

• Partner with sales representatives to share customer feedback, order trends, and potential issues.
• Collaborate with finance, supply chain, and warehouse teams to quickly resolve discrepancies.
• Assist with product launches, promotional campaigns, and customer onboarding activities.

Reporting & Analysis

• Generate order, sales, and customer service reports as needed.
• Track and monitor key service metrics (order accuracy, response times, customer satisfaction).
• Identify opportunities to streamline workflows and improve customer experience.