Customer Service Representative
Jacobs Management Group, Piscataway, New Jersey, United States
Role and Responsibilities:
Serve as the primary point of contact for customer inquiries (order status, product availability, shipping, returns, and documentation).
Process and manage sales orders end-to-end (entry, acknowledgements, changes, cancellations) with accuracy and urgency.
Coordinate with internal teams (Sales, Contracts/Pricing, Supply Chain/Planning, Logistics, Finance) to resolve issues and ensure timely fulfillment.
Track backorders, allocations, shortages, and shipment updates; proactively communicate changes and solutions to customers.
Investigate and resolve order discrepancies, chargebacks/short pays, invoice questions, and customer complaints by gathering details and driving closure.
Maintain accurate customer/order data in internal systems; document actions and follow-ups.
Support reporting needs (order trends, recurring issues) and help identify opportunities to improve processes and customer experience.
Other duties as assigned.
Qualifications and Education Requirements:
Bachelor’s degree preferred (or comparable work experience).
1–5 years of experience in customer service/order management, ideally in pharmaceuticals, healthcare, manufacturing, or distribution (generic pharma experience is a plus).
Strong communication skills (phone/email) with the ability to solve customer issues professionally and efficiently.
Detail-oriented, organized, and able to manage multiple priorities in a fast-paced environment.
Proficient in Microsoft Office (especially Excel); comfortable learning new systems (ERP/CRM experience is a plus).
Team-oriented, dependable, and customer-focused.
Additional Notes:
U.S. citizenship, or permanent authorization to work in the U.S., is mandatory.
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Serve as the primary point of contact for customer inquiries (order status, product availability, shipping, returns, and documentation).
Process and manage sales orders end-to-end (entry, acknowledgements, changes, cancellations) with accuracy and urgency.
Coordinate with internal teams (Sales, Contracts/Pricing, Supply Chain/Planning, Logistics, Finance) to resolve issues and ensure timely fulfillment.
Track backorders, allocations, shortages, and shipment updates; proactively communicate changes and solutions to customers.
Investigate and resolve order discrepancies, chargebacks/short pays, invoice questions, and customer complaints by gathering details and driving closure.
Maintain accurate customer/order data in internal systems; document actions and follow-ups.
Support reporting needs (order trends, recurring issues) and help identify opportunities to improve processes and customer experience.
Other duties as assigned.
Qualifications and Education Requirements:
Bachelor’s degree preferred (or comparable work experience).
1–5 years of experience in customer service/order management, ideally in pharmaceuticals, healthcare, manufacturing, or distribution (generic pharma experience is a plus).
Strong communication skills (phone/email) with the ability to solve customer issues professionally and efficiently.
Detail-oriented, organized, and able to manage multiple priorities in a fast-paced environment.
Proficient in Microsoft Office (especially Excel); comfortable learning new systems (ERP/CRM experience is a plus).
Team-oriented, dependable, and customer-focused.
Additional Notes:
U.S. citizenship, or permanent authorization to work in the U.S., is mandatory.
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