Order and Customer Support Specialist

Come and Save Lives with Us!

SERB Pharmaceuticals is a growing international specialty pharmaceutical group that is a dedicated ally to healthcare providers treating patients with critical conditions, focusing on emergency care and rare diseases.  We have over 470 employees in 16 countries and a group revenue in excess of €350m.

Our portfolio 80+ rescue medicines make a real difference in the lives of patients and their caregivers and that gives every one of our employees a sense of purpose.

Our Purpose is supported by our 4 key values:

• We make patients our priority
• We act with integrity and accountability        
• We work together as one team         
• We look for better ways forward       

Broad Overview

In this role, you will be the central contact for managing orders and ensuring an outstanding customer experience. We’re looking for a dedicated professional with strong customer service skills to maintain smooth communication and support for our customers.

This individual is expected to work out of our Conshohocken, PA office on a hybrid schedule, reporting into the Sr. Director of Trade Relations.

As an Order and Customer Support Specialist, your responsibilities will include:

Order Management of Commercial Products

• Manage and monitor commercial product orders daily to ensure timely fulfillment.
• Serve as the primary liaison between our Trade Team, 3PL warehouse, and customer service teams to guarantee smooth order processing.
• Communicate tracking numbers to customers and ensure successful product delivery.
• Identify and support resolution of order issues.
• Utilize order management tools to track orders accurately and efficiently.
• Support noncommercial orders as needed, (i.e, clinical or demonstration product)

Customer Service

• Handle customer calls, emails, and interactions, ensuring timely responses and follow-up.
• Coordinate with internal teams such as Trade, Sales, and Marketing to resolve customer inquiries.
• Use our Customer Service call management system to log and track calls accurately for monthly reporting.
• Provide customers with key information and resources during new product launches to ensure a seamless experience.

Free Replacement Program Management

• Process and fulfill customer replacement requests in a timely manner.
• Log requests in our CRM system and track replacement orders for monthly reporting.
• Resolve customer issues related to replacement requests and work with third-party vendors as needed.
• Highlight trends and improve processes for faster turnaround and customer satisfaction.

The above duties and responsibilities are not an exhaustive list and you may be required to undertake any other reasonable duties compatible with your experience and competencies. This description may be varied from time to time to reflect changing business requirements.

To be successful in this role, you should demonstrate:

• Education: Bachelor’s degree (required)
• Experience: 3-5 years of customer service experience.  Pharmaceutical industry experience preferred.
• Technical Skills: Strong familiarity with spreadsheets / Microsoft Excel, Word, and PowerPoint.
• Communication & Organizational Skills: Strong communicator with problem-solving skills; attentive to detail and able to thrive in a fast-paced environment.

Company Benefits:

• Vacation, Sick and Personal Time Off
• Medical, Dental, Vision and other Voluntary benefits
• Paid Parental Leave
• Tuition Assistance
• Discretionary Bonus Plan
• Competitive 401(k)

EEO Disclaimer

SERB is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to any protected characteristic protected by federal, state, or local laws. If you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment requirements, or otherwise participating in the employee selection process, please direct your inquiries to the HR Department.

Serb Pharmaceuticals is an equal opportunity employer. We offer competitive compensation & benefit packages, challenging opportunities and a culture of working together in a supportive way built on our strong foundation of values.