Client Services Coordinator

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