Customer Service Representative

We are looking for a Customer Service Representative to join a pharmaceutical organization in Sacramento, California for a permanent role. This position serves as a key point of contact for customers, ensuring orders, account inquiries, and service concerns are handled with accuracy and care. The ideal candidate brings a strong service mindset, thrives in a regulated environment, and can coordinate effectively across multiple internal teams to deliver timely support.

Responsibilities:

• Manage customer purchase orders from entry through fulfillment, ensuring information is complete, accurate, and updated in internal systems.

• Partner with teams across operations, quality, production, regulatory, and logistics to address service issues and keep customers informed on progress.

• Maintain organized records of customer interactions, order details, account documentation, and related communications.

• Provide clear updates on inventory availability, expected delivery timing, shipment progress, and any supply constraints that may affect customer orders.

• Research service concerns, order discrepancies, and customer complaints, then work toward prompt and thorough resolution.

• Support the setup of new customer accounts by gathering required documentation and assisting with onboarding activities.

• Follow company policies, regulatory expectations, and quality standards in every customer interaction and transaction.

• Escalate product complaints, quality-related matters, adverse events, and compliance issues through the appropriate reporting channels.

• Contribute to reporting efforts, customer feedback initiatives, and process improvement activities that strengthen service performance.

• Build working knowledge of pharmaceutical products, service procedures, and applicable regulatory requirements to support customers effectively.

• At least 2 years of experience in customer service, account coordination, or order management roles.
• Strong verbal and written communication skills with the ability to handle customer interactions professionally.
• Demonstrated problem-solving ability and sound judgment when addressing service-related issues.
• Excellent organizational skills and close attention to detail when managing records, orders, and follow-up tasks.
• Proficiency with Microsoft Office applications and experience working in business systems used for customer support or order processing.
• Ability to manage competing priorities in a fast-paced environment while maintaining accuracy and responsiveness.
• Experience in pharmaceutical, healthcare, biotechnology, medical device, or another regulated manufacturing setting is preferred.
• Bachelor's degree is preferred, and familiarity with healthcare provider support, sterile compounding, injectables, or regulated operations is a plus.