Customer Service and Inventory Representative
Princeton, New Jersey, United States

Job Summary

Occupation Customer Service
Specialty Customer Service
Location 18940, Newtown, Pennsylvania, United States
Visa Sponsorship No

Job Description

Last Update: 4/15/23
Job description


Customer Service

Job Title

Customer Service Representative

FLSA Status


Reports To

Senior Manager of Customer Service and Accounting

1. Role Purpose:

The primary responsibilities are to provide excellent customer service by processing orders on timely and accurately following KVKs policies and guidelines. Responding to inquiries and requests from customers, pharmacies, and patients in a prompt and courteous manner following our standard operating procedures and cGMP and DEA regulations while supporting our outside sales.

2. Key Duties & Responsibilities:

· Sales Orders that are received via EDI, Email, Fax, and ECommerce. Review, prepare and process Sales Orders using Syspro and generate Pick/Pack lists and send to Shipping department

· Perform and review inventory allocations to Sales Orders

· Troubleshoot for any incorrect Pick/Pack lists from Syspro

· Troubleshoot or assist Shipping department for scanning or other issues

· Determine Schedule for freight shipments

· Work with Shipping department to ensure all orders sent to Shipping are shipped

· Invoice daily of shipped orders

· Perform daily inventory reconciliations with shipping department

· Perform Suspicious Order Monitoring (SOM) following standard operating procedure (SOP) for all Controlled drugs by reviewing EDI 852 (inventory) data from customers and sales volume trending reports

· Determine for suspicious orders and flag orders for further review following DEA compliances

· Escalate to the Manager for all SOM flagged orders following our internal SOP

· Communicate with specific SOM flagged customers following our internal SOP

· Monitor and resolve pricing discrepancies on customer purchase orders and communicate with Pricing and Contracts

· Receive all customers emails and respond and resolve as needed

· Research and resolve various customer payment deductions

· Process and/or assist in customer, recall, and/or product complaint returns following our SOPs as needed

· Complete all manual DEA 222 forms

· Process DEA reports required for customers on timely

· Provide Sales support as needed

· Receive customer complaints and forward to Customer Complaint department and assist QA and Customer Complaints as needed

· Process and register all product registrations with various states

· Apply and renew all state licenses

· Collect and update Syspro for all customers DEA and state licenses following our guideline

· Work with DEA Coordinator for all DEA compliances

· Provide reports to QA as needed

· Provide support to other internal departments as needed

· Process all quarterly Medicaid invoices

· Respond to all Medicaid related questions from States

· Other duties as assigned

3. Experience:

1 - 2 years related experience preferred

4. Technical competencies/ Certifications/ Licenses:

Technical competencies

· Strong general system knowledge and MS Office programs, Outlook, Excel, Word

· Able to work independently

· Able to interpret and identify issues to be elevated to the management

· Able to complete tasks

· Research and gather information in a timely manner

· Follow all SOPs accurately

· Flexible and responsive

· Outstanding organization skills; is detail-oriented self-starter; is able to independently prioritize and multitask; follows through consistently; demonstrates ownership through responsibility and accountability for end product; is proactive and persistent in job efforts; does not get frustrated with time limitations or high-pressure situations; works productively when under pressure

· Strong typing and proofreading skills

· Ability to work effectively in a fast paced, timeline-driven, extremely high-expectation environment; is flexible to occasionally work overtime on short notice

· Takes initiative and exhibits resourcefulness in problem solving; experienced in working in a collaborative team environment

· Maintains confidentiality at all times and exercises solid, dependable judgment and discretion

· Displays effective communication skills, both oral and written (timely, clear, succinct); constructively delivers and receives feedback

· Ability to address issues

· Continuous working knowledge of applicable DEA regulations

· Continuous working knowledge of applicable cGMP guidelines

5. Physical demand and Work environment:

a. Physical demands:

While performing the duties of this job, the employee is required to walk, sit, and use hands to finger, handle or feel tools or controls, reach with hands and arms, balance, stoop, crouch, bend, talk and hear. The employee must lift and/or move up to 20 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, and depth perception.

b. Work environment:


Job Type: Full-time

Pay: $75,000.00 - $130,000.00 per year


8 hour shift
Monday to Friday

Work Location: In person