Job description:
Responsibilities:
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
