Job Details

The Science Team at Pride Health is currently supporting a client in the pharmaceutical industry and has opening of Customer Service Representative in Indianapolis, IN

Position Summary:
The Customer Service Representative acts as the primary liaison between the company and its customers, ensuring a high level of service through effective communication, problem-solving, and order management. This role is responsible for handling customer inquiries, processing orders, and resolving issues while collaborating with cross-functional teams.

Additional Details:
Pay range: $20 to $ 22/hour on W2 as per your experience
Contract Length: 12 Months with the possibility of extension
Shift: 8am - 5pm EST, Onsite - Currently four (4) days per week

Key Responsibilities

• Serve as the primary point of contact between the company and customers
• Manage order entry, order status updates, product inquiries, complaints, pricing, shipping, and inventory-related requests
• Communicate clearly and professionally with customers and internal teams via phone and written correspondence
• Manage worklists, including raising internal tickets to resolve issues related to orders, shipping/tracking, product inquiries, and invoicing
• Perform systematic problem-solving related to material records and master data
• Coordinate and communicate price changes, review order reports, and collaborate with internal teams and customers
• Educate customers on processes and direct them to appropriate resources
• Oversee the customer order lifecycle from entry through delivery
• Identify opportunities for process improvements and implement solutions
• Handle complex and non-routine inquiries using adaptive problem-solving techniques
• Resolve customer complaints and ensure timely responses to product and service inquiries
• Investigate and resolve issues by interpreting policies and collaborating with internal departments
• Identify recurring issues and provide insights to improve customer satisfaction
• Contribute to maintaining a high-quality customer service culture
• Participate in cross-functional meetings to review customer accounts and address ongoing issues
• Support training of new team members and contribute to process improvement initiatives
• May lead cross-functional projects or act as a liaison for business initiatives

Qualifications

• Strong problem-solving skills with the ability to work independently
• Ability to think critically and use multiple resources to gather information
• Proactive communication and workload management skills
• Quick learner, especially in a remote or fast-paced environment
• Self-motivated and able to collaborate effectively across teams
• Strong conflict resolution and decision-making abilities
• Ability to manage multiple priorities and meet deadlines
• Excellent verbal and written communication skills, including presentation skills
• Strong organizational skills and attention to detail
• Experience with ERP systems (e.g., SAP) preferred
• Experience with cross-functional project leadership is a plus

Education & Experience
Option 1:

• Bachelor's degree (completed prior to start)
• Minimum of 2 years of experience in customer service, client engagement, or sales

OR
Option 2:

• High school diploma or GED
• Minimum of 6 years of experience in customer service, client engagement, or sales

Must be authorized to work in the United States.

Pride Health offers eligible employees' comprehensive healthcare coverage (medical, dental, and vision plans), supplemental coverage (accident insurance, critical illness insurance and hospital indemnity), a 401(k)-retirement savings, life & disability insurance, an employee assistance program, identity theft protection, legal support, auto and home insurance, pet insurance, and employee discounts with some preferred vendors.

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About Us

Russell Tobin is a leading minority-owned professional and technical recruitment and staffing advisory organization.
We are comprised of specialized practices focusing on a variety of skill sets and industries. Having a depth and breadth of industry expertise, our subject matter experts are able to provide tailored and swift sourcing solutions to fulfill client hiring needs. In other words, we connect top talent with companies.

We are the staffing arm of the Pride Global network, a minority-owned integrated human capital solutions firm, with additional offerings in vendor management, payroll programs, and business process optimization.

As a certified minority-owned business, Pride Global and its affiliates - including Russell Tobin, Pride Health, and Pride Now - are committed to creating a diverse environment and are proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, pregnancy, disability, age, veteran status, or other characteristics.

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