Customer Support Representative

Customer Support Representative 503BA

Nivagen is a global company dedicated to enhancing lives by developing and providing cost-effective generic prescription drugs and over-the-counter products for the North American market. For over a decade, we've remained steadfast in our commitment to core values of excellence, integrity, and respect for people. Our team of professionals collaborates tirelessly to pioneer advancements in manufacturing, distribution, and quality control, ensuring a holistic approach to healthcare. Through vertical integration of the pharmaceutical supply chain, cutting-edge technology, and unwavering dedication to excellence, we continually strive to redefine medication accessibility and affordability. We prioritize our employees' well-being by offering competitive pay, comprehensive benefits, and robust training and development opportunities. By investing in our workforce and fostering a culture of growth and support, we empower our team to drive innovation and make a positive impact in the healthcare industry. At Nivagen, our mission is clear: to make a meaningful difference in people's lives by delivering high-quality, affordable medications while upholding the highest standards of integrity and excellence.

At Nivagen, the Customer Support Representative is responsible for office customer service, warehouse operations, and packing and shipping products. This role is at the heart of our customer interactions, where empathy, efficiency, and expertise converge to provide an unparalleled experience. As the voice of Nivagen, you will respond to and assist customers with a professional, friendly, and prompt demeanor.

Responsibilities:

• Serve as the primary contact for customer inquiries regarding products, orders, pricing, availability, shipping, and account management.
• Process and monitor customer orders accurately and efficiently through internal systems.
• Coordinate with Operations, Quality Assurance, Production, Regulatory Affairs, and Logistics teams to resolve customer issues and provide timely updates.
• Maintain detailed and accurate customer records, communications, and order documentation.
• Communicate product availability, lead times, shortages, backorders, and shipment status to customers.
• Investigate and resolve customer complaints, discrepancies, and service-related issues while maintaining a high level of professionalism.
• Support onboarding of new customer accounts and assist with account setup documentation.
• Ensure all customer interactions comply with FDA regulations, company policies, and applicable quality standards.
• Escalate quality events, adverse event reports, product complaints, and compliance concerns according to established procedures.
• Assist with customer surveys, reporting, and continuous improvement initiatives.
• Contribute to the development of customer service processes and standard operating procedures (SOPs) as the organization grows.
• Maintain a thorough understanding of company products, services, and regulatory requirements.

Qualifications:

Education/Experience:

• Bachelor's degree preferred.

• Experience in pharmaceutical, healthcare, biotechnology, medical device, or regulated manufacturing environments.
• Knowledge of 503B outsourcing for hospitals and/or wellness, sterile compounding, injectables or FDA-regulated operations.
• Experience supporting hospitals, clinics, healthcare systems, surgery centers, or healthcare providers.

Knowledge, Skills, and Abilities:

• Crafts and delivers clear communications tailored to the unique needs of various audiences
• Holds self and others responsible for meeting commitments
• Identifies and implements the most effective and efficient methods to complete tasks, focusing on continuous improvement
• Analyzes complex and sometimes contradictory information to solve problems effectively
• Flexible to assist other departments as needed, with appropriate training provided
• Builds strong customer relationships and delivers customer-centric solutions
• Adjusts approach and demeanor in real-time to meet the shifting demands of different situations
• Ability to work in a fast-paced and changing environment
• Understanding and experience in customer service and supply chains
• Pull supplies for the order and keep track of the inventory system
• Experience in warehouse management, inventory preferred
• Familiar with Bookkeeping and accounting
• Experience with QuickBooks is a plus
• Strong interpersonal and de-escalation skills
• Proficient in Microsoft Office
• Builds partnerships and works collaboratively with others to achieve shared goals
• Effectively secures and deploys resources

Requirements:

• 2+ years of customer service, account support, or order management experience.
• Strong communication, problem-solving, and interpersonal skills.
• Excellent organizational skills with strong attention to detail.
• Proficiency with Microsoft Office Suite and CRM/SAP systems.
• Ability to manage multiple priorities in a fast-paced startup environment.
• Professional demeanor and commitment to delivering exceptional customer service.
• Work in controlled environments and wear personal protective equipment, as necessary
• Valid driver's license and acceptable driving record
• Legally authorized to be employed in the United States (U.S. citizens or national, permanent residents)

Benefits:

• Fulltime
• $30.07 to $31.47 per hour based upon experience
• Yearly bonus eligibility
• Benefits: Nivagen offers a wide variety of benefits and programs to support health and well-being
• Medical, dental and vision coverage
• Paid time off plan
• 401k savings plan

Nivagen to afford equal opportunity for employment to all individuals regardless of race, color, age, national origin, physical or mental disability, history of disability, ancestry, citizenship status, political affiliation, religion, gender, transgender, gender identity, marital status, status as a parent, sexual orientation, veteran status, genetic information or other factors prohibited by law, and to prohibit harassment or retaliation based on any of these factors.