Fulfillment & Customer Service Associate at Virtual Work World

Descripción del Puesto:

Última información laboral de Virtual Work World para la posición de Fulfillment & Customer Service Associate. If the Fulfillment & Customer Service Associate vacante en México coincide con tus calificaciones, envía tu solicitud o currículum directamente a través del portal actualizado de Jobkos.

Ten en cuenta que aplicar a un trabajo puede no ser siempre fácil, ya que los candidatos deben cumplir con ciertos requisitos establecidos por la empresa. Esperamos que esta oportunidad en Virtual Work World para la posición de Fulfillment & Customer Service Associate se ajuste a tu perfil profesional.

Role: Fulfillment & Customer Service Associate (Healthcare, Pharmaceutical, or Medical Compliance Industry)

Contract: Full-time Remote Contractor (40 hours weekly / 160 hours monthly)

Business Hours: Monday to Friday, 9 AM - 5:30 PM EST

Rate: $12.50 - $17.50 USD hourly / $2,000 - $2,800 USD monthly (Salary is negotiable based on experience and Ubicación)

Availability to Start: Immediately

Client's Profile

With a robust 17-year track record, this US-based medical supply (Med-Surg) and pharmaceutical sales Empresa is a seasoned provider of medical facilities. Distinguished by an extensive network of over 600 manufacturer contracts, the Empresa provides its customers with access to a wide range of medical products, including Med-Surg, aesthetic, and pharmaceutical products. This expansive catalog showcases the Empresa's commitment to variety, translating into significant cost savings of 20% to 50% across an impressive selection of over 500,000 medical supplies.

What You'll Do

As a Fulfillment & Customer Service Associate, you will support the Operations team as the primary point of contact for internal and external customers in a remote setting. You will oversee customer orders from submission through shipment, ensuring regulatory compliance, accuracy, and timely fulfillment, while coordinating closely with customers, internal teams, and distributors. The role also involves managing backorders, communicating about services and products, and supporting education, cross-selling, and upselling. This Puesto is focused exclusively on Pharmacy Hub and requires experience in the U.S. pharmaceutical market, familiarity with HIPAA regulations, and the ability to review patient orders accurately in a fast-paced environment. Your day-to-day responsibilities will include:

Order Management

• Process all incoming orders daily and notify stakeholders of any blockers to fulfillment.
• Review and clean up pending orders.
• Own all internal and external tickets related to the pharmacy hub to ensure zero unresponded to tickets at the end of every day.
• Daily follow-up on previously processed orders to confirm shipment and delivery status.
• Review and tag unknown statuses for proper tracking.

Backorder Management

• Create and manage back-order tickets in the system.
• Identify and suggest alternative products for back-ordered or rejected items.
• Communicate with account managers, sales, or customers regarding substitutions or delays.

Customer and Internal Communication

• Be the customer service face of Pharmacy Hub at Pipeline Medical.
• Respond to account manager, sales, and customer inquiries via call, chat, and email within allotted SLAs.
• Monitor and respond to distributor communications.
• Track and manage follow-ups to ensure resolutions are completed promptly.

Returns and Issues

• Handle the return process for damaged or undelivered products.
• Notify distribution partners of delivery failures and initiate return or refund processes.

Reporting and Monitoring

• Track ticketing progress and ensure proper documentation for unresolved issues.

What You Should Have

Must-haves:

• Minimum of two years of Customer Service and Fulfillment Management experience in a US-based Healthcare, Pharmaceuticals, Medical Compliance, or similar field.
• Understanding of HIPAA regulations, PHI handling, and secure communication protocols.
• Ability to review and validate patient-specific medication orders, including dosing instructions, in compliance with U.S. pharmacy standards.
• Strong, professional English communication skills (verbal & written) with a neutral accent preferred.
• Comfortable interacting directly with customers via email, chat, and virtual calls.
• Ability to handle escalations appropriately and communicate expected delivery timelines.
• Experience reviewing patient-specific pharmacy orders for accuracy and completeness.
• Ability to manage high-volume order processing (150–300 orders/day during peak days).
• Ability to track, follow up, and ensure on-time shipment and delivery of orders.
• Experience working with order management or ticketing platforms (Zoho/Zoho Desk experience preferred).
• Strong ability to learn and navigate multiple systems (including a proprietary platform).
• Strong attention to detail and accuracy when reviewing regulated data.

Technology Specifications:

• Minimum 50 Mbps Internet Speed
• Windows 11 or MacOS 15 Sequoia
• Minimum Intel i5 8th gen with 8GB of RAM or Apple M1 chip with 8GB of RAM
• Webcam and Headset
• Designated Quiet Office Space

Nice-to-haves:

• Experience in pharmacy purchasing or pharmaceutical billing.
• Exposure to 503A or 503B compounding pharmacy workflows.
• Prior nearshore support experience for U.S. healthcare clients.
• Experience optimizing SOPs or fulfillment procedures.
• Background in medical distribution or MedTech.

Who You Are

We're looking for someone who:

• Is detail-oriented and accuracy-driven in all aspects of their work.
• Communicates clearly and professionally with both customers and internal teams.
• Remains calm and effective under high-volume workloads.
• Is customer-focused and patient when explaining product or dosing details.
• Learns quickly and is comfortable navigating multiple systems.
• Is reliable, accountable, and consistent in delivering results.
• Takes a solution-oriented, proactive approach to problem-solving.
• Demonstrates strong organizational skills and follows through on commitments.

Información de la Vacante:

• Empresa: Virtual Work World
• Puesto: Fulfillment & Customer Service Associate
• Lugar de Trabajo: México
• País: MX

Cómo Enviar tu Postulación:

Después de leer y comprender los criterios y requisitos mínimos explicados en la información del trabajo Fulfillment & Customer Service Associate at the office México anterior, completa de inmediato tus archivos de solicitud, como carta de presentación, CV (Hoja de Vida), copia de diploma y otros suplementos. Envía a través del enlace Siguiente Página abajo.