Customer Service Representative

Customer Service Representative

Are you ready to join an enthusiastic team of professionals working to support community pharmacies across the country? Associated Pharmacies, Inc. (API) is the distribution subsidiary of American Associated Pharmacies (AAP), one of the largest independent pharmacy cooperatives in the U.S. Along with AAP, API supports thousands of independent pharmacies nationwide, helping them thrive in a competitive healthcare market.

The API Customer Service team plays a critical role in supporting independent pharmacies and ensuring orders, shipments, and customer issues are handled efficiently. This position extends beyond traditional customer service by combining operational support, order coordination, problem solving, and multi-system navigation.

If you enjoy helping others, solving problems, and working through challenges to find the right solution, this role may be a great fit.

Schedule: Monday-Friday, 12:00 p.m. - 9:00 p.m. (Full-time position, onsite only)

Reports To: Customer Service Supervisor

Position Summary

The Customer Service Representative (CSR) serves as a primary point of contact for independent pharmacies regarding orders, shipments, website and account issues, and general operational support.

CSRs investigate customer concerns, monitor orders through fulfillment, coordinate with internal departments, shipping carriers, and other external partners, and assist with basic technical troubleshooting. Success in this role requires strong communication, attention to detail, sound judgment, strong computer skills, and the ability to manage multiple priorities.

Responsibilities

• Provide support to independent pharmacies via phone, email, and live chat.
• Monitor incoming customer orders and support order processing through fulfillment, helping ensure eligible orders are released to the warehouse for processing in a timely manner.
• Investigate and resolve order and fulfillment issues, including shipment delays, missing items, carrier exceptions, and other delivery concerns.
• Review shipping-carrier tracking information, open cases with carriers when appropriate, and maintain documentation through resolution.
• Troubleshoot website ordering and account-access issues and escalate technical issues when additional support is required.
• Coordinate with internal departments, including Warehouse, Accounting, Returns, IT, and other teams as needed to resolve customer and operational issues.
• Guide customers through established workflows and collaborate with the Returns team when additional assistance is needed.
• Maintain accurate case notes, customer communications, and operational documentation.
• Monitor daily reports, shipment exceptions, order activity, and delay notifications to proactively identify and address potential customer issues.
• Take ownership of customer issues from initial contact through resolution, providing updates and follow-up communication as needed.
• Perform additional Customer Service and operational duties, and assist other departments as needed.

Qualifications:

• Previous customer service experience preferred.
• Proficiency with Microsoft 365 applications including Outlook, Excel, and Teams preferred.
• Strong computer skills and the ability to learn and navigate multiple systems.
• Excellent verbal and written communication skills.
• Strong organizational skills and the ability to manage multiple priorities in a fast-paced environment.
• Ability to remain calm and professional under pressure and when handling difficult situations.
• Strong attention to detail and commitment to accuracy.
• Demonstrated troubleshooting and problem-solving skills.
• Initiative and sound judgment when investigating customer issues and determining appropriate next steps.
• Ability to collaborate effectively with multiple departments across the organization.

Systems & Technology

Customer Service Representatives work with a variety of systems and applications, including:

• Microsoft Dynamics 365
• Microsoft Word and Excel
• API's e-commerce platform
• Shipping-carrier tracking and case-management tools
• Live chat and communication applications
• Zoom
• Internal order, account, and distribution systems
• Additional Microsoft applications and business-specific tools

* Training is provided on API-specific systems, procedures, and workflows.

Full-time Benefits:

• Health, dental and vision insurance
• Telemedicine
• Group life and long-term disability insurance
• Voluntary life and short-term disability insurance
• 401k Plan
• Paid personal and vacation leave
• Paid holidays
• EAP (Employee Assistance Program)

This job description is not intended to cover every detail of the role. API may revise or update duties as needed. API is an Equal Opportunity Employer.