Customer Service Rep III

Company: Par Health

Location: Office environment

Why Us?

At Par Health, we believe great healthcare is built on getting the essentials right. We are looking for passionate, talented individuals who share our commitment to improving lives. With a global workforce, we lead with pride and purpose, prioritizing quality and safety while fostering a culture of continuous improvement, accountability, and teamwork. "Elevating the Essentials" is our standard.

Job Description Summary:

The Customer Service Rep III is responsible for providing the highest level of customer excellence while operating within Par Health's guidelines. This role involves extensive follow-through on all customer-related issues pertaining to order management and serves as a liaison between the customer and the Sales Organization. We seek a dynamic, detail-oriented individual who thrives in a team environment. International customer service experience is highly desirable.

Essential Functions:

• Handle all incoming calls, faxes, and emails from Customers and the Sales Organization regarding order management.
• Maintain knowledge of company products and customer service processes.
• Perform daily order entry.
• Conduct daily 222 form clearing and accuracy reviews.
• Prepare and process credit and re-bills, ensuring resolution to prevent future AR discrepancies.
• Track shipments as requested by customers and distributors using carrier websites.
• Research discrepancies and provide resolutions to eliminate future occurrences.
• Coordinate shipments with freight forwarders, including obtaining booking details and preparing shipper’s letters of instruction and export documentation.
• Review requests for product returns against the current Returns Goods Policy, process returns in the JDE system, and obtain necessary approvals. Communicate return authorizations to relevant parties.
• Issue credits for returned products in a timely manner, researching and confirming all discrepancies.
• Work with Product Management and Master Data on product inquiries and release dates.
• Place outbound calls to Customers and Distributors primarily for order management follow-through.
• Collaborate with IT to enhance order-related systems.
• Work closely with Credit & Collections to ensure timely shipment of orders.
• Coordinate with Product Managers on the timely release of all manual allocations.
• Ensure optimal service to customers and distributors while maintaining corporate profitability and efficiency.
• Demonstrate strong communication, negotiation, and teamwork skills.
• Perform other duties as assigned.

Minimum Requirements:

• Education: High School Diploma. Bachelor’s Degree preferred.
• Experience: 3-5 years of customer service experience required. 1-3 years of international customer service experience preferred.
• Preferred Skills/Qualifications: Experience with controlled substance order processing is a plus. Bilingual in Spanish is preferred.
• Skills/Competencies:
• Excellent written and oral communication.
• Working knowledge of recordkeeping and export regulations.
• Knowledge of JDE systems is a plus.
• Strong interpersonal, analytical, and organizational skills.
• Demonstrated ability to work on projects.
• Ability to multi-task and toggle between multiple operating platforms.
• Ability to maintain multiple projects simultaneously.
• Working knowledge of Microsoft Word, Excel, Outlook, and Access.
• Team player looking for a challenge in an exciting environment.

Relationships with Others:

Routine interaction with internal departments including Sales, Trade Compliance, Marketing, Planning, and Distribution, in addition to external customers.

Working Conditions:

Primarily an office environment requiring daily use of a computer and phone.