Client Services Representative

Summary

This role is responsible for the onboarding and managing of pharmacy clients on an ongoing basis. The role will require client-facing interaction and presentation of business reviews, in addition to resolving client matters in coordination with the Field Operations Team and other internal stakeholders.

Essential Duties and Responsibilities

This list of duties and responsibilities is not all inclusive and may be expanded to include other duties and responsibilities as management may deem necessary from time to time.

• Work with Statim Logistics teams to develop a deep understanding of logistics services and operations in its entirety.
• Work with and manage current and future clients to conduct business reviews and ensure positive customer experience.
• Answer customer inquiries and provide information about services and capabilities.
• Act as first point of contact for all client needs and/or concerns, responding in a timely manner.
• Resolving issues and handling customer complaints.
• Collect and analyze customer feedback to develop process improvements.
• Work closely with Sales and Field Operations teams to understand and complete onboarding to ensure successful implementation.
• Fully proficient with StatimRx customer portal to conduct training with new customers and existing customers on an ongoing basis.
• Perform specific administrative tasks such as maintaining Salesforce to ensure accuracy of current customer credentials (CRM).
• ­Serve as a liaison between the client and Field Operations team to address customer questions/concerns and lead process/service improvement efforts.
• Provide ongoing customer reporting on service KPIs.
• Travel to customer locations to prepare and aide in launch of new accounts.
• Maintain the confidentiality of information processed.
• Follow company policies and procedures.
• Perform other duties and responsibilities as requested or required.

Qualifications

Bachelor’s Degree or equivalent strongly preferred. Minimum of two years’ experience in customer service or account management roles. Preferable experience in the logistics field. Preferable experience with managing customer interaction via Salesforce or another CRM tool. Experience working with KPI reporting a plus.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Efficient in Microsoft Office
• Well-organized and detailed with the ability to communicate in an appropriate and timely manner.
• Ability to write and interpret correspondence, reporting and analytics.
• Excellent written and verbal communication skills.
• Ability to speak effectively to clients in person and over the phone.
• Ability to build and maintain long-lasting relationships with clients.
• Thorough knowledge of the applicability of relevant laws and regulations.
• Motivated, energetic, bold and have the ability to succeed in a fast-paced environment.
• Works efficiently within a team and independently.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. (The phrases “occasionally,” “regularly,” and “frequently” correspond to the following definitions: “Occasionally” means up to 1/3 of working time, “regularly” means between 1/3 and 2/3 of working time, and “frequently” means 2/3 and more working time.)

While performing the duties of this job, the employee is frequently required to sit, talk, or hear; and use hands to handle, or touch objects or controls. The employee is regularly required to stand and walk. On occasion the incumbent may be required to stoop, bend, or reach above the shoulders. The employee would rarely need to lift to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

Work Environment

The position is a full-time role based out of the Milwaukee, WI office. This position will be primarily office based with occasional travel which includes air, car, as well as overnight hotel stays. Hybrid remote work possible with proven ability to work independently and efficiently. The emphasis is on travel for impact. Due to the nature of operations, hours of work flexibility is required to maintain a high level of client service to support a 24/7 operation.

The above statement reflects the general details necessary to describe the principal functions of the occupations describes and shall not be construed as a detailed description of all the work that may be inherent in the occupation

EEO Statement

SPS Health, LLC, and all its affiliates, are equal opportunity employers committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.

This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. The Company makes hiring decisions based solely on qualifications, merit, and business needs at the time.