Customer Svc Rep III

Customer Service Representative III

About Us:

At Par Health, we believe great healthcare is built on getting the essentials right. We're looking for passionate, talented individuals who share our commitment to improving lives. With a global workforce, we lead with pride and purpose—prioritizing quality and safety while fostering a culture of continuous improvement, accountability, and teamwork. Elevating the Essentials isn’t just our tagline, it’s the higher standard we live by every day.

About the Role:

The Customer Service Representative III is responsible for providing the highest level of customer excellence while operating within Par Health's company guidelines. This role involves extensive follow-through on all customer-related issues pertaining to order management and serves as a liaison between the customer and the sales organization to ensure optimal customer service. We are seeking a dynamic, detail-oriented individual who thrives in a team environment. International customer service experience is highly desirable.

Key Responsibilities:

• Handle all incoming calls, faxes, and emails from customers and the sales organization regarding order management.
• Maintain knowledge of company products and customer service processes.
• Perform daily order entry.
• Conduct daily reviews of 222 forms for accuracy and clearing.
• Prepare and process credit and re-bills, providing resolutions to prevent future Accounts Receivable discrepancies.
• Track shipments for customers and distributors using carrier websites.
• Research discrepancies and provide resolutions to eliminate future occurrences.
• Coordinate shipments with freight forwarders, including obtaining booking details, preparing shipper’s letter of instruction, and export documentation.
• Review all requests for product returns against the current Returns Goods Policy.
• Process returns in the JDE system and obtain necessary approvals from the sales organization and management.
• Communicate valid return authorizations to customers, distributors, and the sales organization.
• Issue credits for returned products in a timely manner, researching and confirming all discrepancies.
• Liaise with Product Management and Master Data departments on product inquiries and release dates.
• Make outbound calls to customers and distributors primarily for follow-through on order management aspects.
• Collaborate with IT to enhance order-related systems.
• Work closely with Credit & Collections to ensure timely shipment of orders.
• Coordinate with Product Managers on the timely release of all manual allocations.
• Ensure optimal service to all customers and distributors while maintaining corporate profitability and efficiency.
• Act as a strong communicator, negotiator, and team player.
• Perform other duties as assigned.

Requirements:

• High School Diploma (Bachelor’s Degree preferred).
• 3-5 years of customer service experience required.
• 1-3 years of international customer service experience preferred.
• Demonstrated excellence in written and oral communication.
• Working knowledge of recordkeeping and export regulations.
• Knowledge of JDE systems is a plus.
• Strong interpersonal, analytical, and organizational skills.
• Demonstrated ability to work on projects.
• Ability to multi-task and toggle between multiple operating platforms.
• Ability to maintain multiple projects simultaneously.
• Working knowledge of Microsoft Word, Excel, Outlook, and Access.
• Experience with controlled substance order process is a plus.
• Bilingual in Spanish is preferred.

Work Environment:

This position primarily operates in an office environment with daily use of a computer and phone.

Equal Opportunity Employer:

Par Health complies with all applicable federal, state, and local laws prohibiting discrimination and harassment, and provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, veteran status, or genetic information, or any other classification protected by federal, state or local law. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.