Client Services Specialist – Pharmaceutical Account (WFH)

Job Description

Job Role: Client Communication & Account Management Serve as the primary point of contact for assigned hospital, clinic, and healthcare provider accounts, providing professional, timely, and solution-oriented service at every interaction Respond promptly to all client inquiries via phone, email, and internal platforms, ensuring complete follow-through and resolution on all outstanding items Cultivate strong, trust-based relationships with client accounts through consistent reliability, clear communication, and a thorough understanding of their operational needs Escalate urgent, complex, or time-sensitive issues to the appropriate internal teams or supervisors with clarity and efficiency Proactively follow up with clients on order status, delivery timelines, back-orders, and any account matters requiring attention Order Coordination & Internal Collaboration Receive, review, and accurately process incoming client orders in accordance with established protocols and quality standards Coordinate closely with Production, Quality Assurance, and Operations teams to facilitate accurate and timely order fulfillment across all active accounts Communicate order updates to clients transparently, flagging potential delays, exceptions, or changes proactively and professionally Liaise with the Logistics team to confirm outbound shipping schedules, track shipments in transit, and resolve delivery discrepancies Support the Accounts team by maintaining accurate client records, order documentation, and account notes across all internal platforms Documentation & Data Management Perform accurate and timely data entry across internal order management systems and software platforms, maintaining complete data integrity at all times Prepare, review, and manage client-facing documentation including order confirmations, shipping records, invoices, and account correspondence Adhere strictly to all internal SOPs, documentation protocols, and regulatory requirements applicable to a licensed pharmaceutical compounding environment Maintain organized, audit-ready records that support operational continuity and quality compliance across the department Scheduling & Logistical Support Assist with scheduling coordination between client accounts and internal production timelines, balancing operational capacity with client priorities Support logistical planning for time-sensitive or high-priority orders, communicating constraints and options clearly to all relevant stakeholders Monitor active order timelines on an ongoing basis, flagging deviations and coordinating corrective or expediting actions as required Process Adherence & Continuous Improvement Follow all established processes, standard operating procedures (SOPs), and internal protocols with precision and consistency Identify opportunities to improve client service workflows, communication templates, or coordination efficiencies, and present suggestions constructively to team leads Stay current with internal system updates, product or formulation changes, policy revisions, and any developments affecting client service delivery Qualifications Minimum 1–2 years of experience in a client services, customer support, order coordination, or account management role Demonstrated ability to manage a high volume of concurrent tasks while maintaining attention to detail and adherence to timelines Proficiency with Microsoft Office Suite (Outlook, Word, Excel) and comfort learning and navigating multiple digital platforms and internal software systems Strong written and verbal communication skills in English Experience in a regulated, compliance-oriented, or quality-managed work environment is a strong asset PREFERRED EXPERIENCE Familiarity with pharmaceutical or clinical terminology, healthcare procurement workflows, or institutional pharmacy account management Demonstrated history of strict SOP adherence, internal controls management, or regulatory documentation requirements in a previous role Exposure to cross-functional team environments involving Operations, Quality Assurance, or Logistics functions SOFT SKILLS & PERSONAL ATTRIBUTES Polished, professional communication skills in both written and verbal form, with a thoughtful and consistent approach to every client and internal interaction Exceptional organizational ability, with the capacity to manage multiple open files, shifting priorities, and time-sensitive deadlines simultaneously without compromising quality A genuine team-player mentality — someone who understands that their contribution is part of a larger operational system and consistently shows up for their colleagues A proactive, solutions-oriented mindset — the initiative to anticipate needs, identify issues early, and act before they escalate Composure and adaptability under pressure, with the flexibility to navigate change in a fast-paced operational environment Reliability and accountability — someone who follows through consistently, follows up without prompting, and takes full ownership of their responsibilities A growth mindset and professional integrity — openness to feedback, genuine commitment to continuous improvement, and interest in growing with the organization Benefits Health insurance Paid training Promotion to permanent employee Work from home Application Question(s): How many years of experience do you have in client services, customer support, order coordination, or account management? Do you have professional experience managing multiple tasks or accounts simultaneously while consistently meeting deadlines? Are you comfortable learning and working with multiple software platforms, CRMs, or internal systems? Are you fluent in written and spoken English for professional business communication? Do you have experience with any of the following? (Select all that apply.) Pharmaceutical terminology Clinical terminology Healthcare procurement Institutional pharmacy account management Work Location: Remote