Pharmacy Customer Service Technician

Customer Service Team Member

SmartPharmaRX is building a better, more supportive healthcare experienceone that's fast, reliable, and designed with people in mind. We've grown quickly by combining thoughtful technology with compassionate service, helping tens of thousands of patients get the care and medication they need, without the hassle.

We're a collaborative, mission-driven team working across the U.S. (and beyond!) to improve access to care at scale. With over 100 customer support agents, six pharmacy partners, and a 50-state clinical network, we're scaling fast, and looking for curious, kind, and solutions-oriented people to grow with us.

SmartPharmaRX actively participates in E-Verify. To protect yourself against phishing and recruitment fraud, please note that SmartPharmaRX only accepts applications through our official careers page. All official communication will come from a @orderlymeds.com or @smartpharmarx.com email address.

Position Summary:

We are seeking a motivated and dependable Customer Service Team Member with an active Pharmacy Technician certification to join our team. This hybrid role combines warehouse operations with customer service support. The ideal candidate thrives in a fast-paced environment, brings hands-on pharmacy knowledge, and is committed to delivering exceptional service across every touchpoint.

Key Responsibilities:

• Customer Service Support
• Respond to customer inquiries via phone, email, and chat in a timely and accurate manner.
• Assist customers directly with orders, returns, and general inquiries.
• Resolve customer issues promptly and escalate to the appropriate team member when needed.
• Operational Excellence
• Follow established best practices for order handling, prescription verification, medication refill cycles, billing inquiries, and delivery logistics.
• Coordinate with pharmacy partners, prescribers, and internal teams to ensure smooth day-to-day operations.
• Assist with expediting customer orders through the pharmacy.
• Support product and clinical teams by communicating customer needs and feedback.
• Ensure all communications comply with pharmacy regulations, privacy standards, and internal protocols.
• Maintain up-to-date knowledge of weight-loss and wellness medications and pharmacy workflows.
• Warehouse & Fulfillment Support
• Pick, pack, and ship customer orders with attention to detail.
• Assist the pharmacy with packing and shipping pharmaceutical products when needed.
• Maintain a clean, safe, and organized warehouse space.
• Operate basic warehouse equipment (e.g., pallet jacks, dollies).

Qualifications:

• Active Pharmacy Technician certification/license (mandatory)
• High school diploma or equivalent (GED)
• 2+ years of customer service experience
• Previous experience in a warehouse or customer service environment preferred
• Ability to lift up to 50 lbs frequently throughout a shift
• Strong written and verbal communication skills
• Proficiency in Microsoft Office (Outlook, Word, Excel)
• Strong problem-solving skills and attention to detail
• Ability to multitask across multiple priorities in a fast-paced environment

Additional Requirements

• Flexible schedule availability, including some weekends or extended hours if needed
• Must pass a background check and drug screening

Work Environment:

This role is primarily in a fulfillment pharmacy setting, requiring extended periods of standing and consistent attention to detail in a fast-paced, team-oriented environment.

Compensation & Benefits

• Competitive hourly wage with overtime opportunities
• Health, dental, and vision insurance
• Paid time off and holidays
• 401(k)
• Professional development opportunities