Specialist, Order Management

​​About the Role:

As an Order Management Specialist, you will play a key role in the day-to-day processing of customer orders by supporting our Pharmacy and Fulfillment Center staff as issues occur. This facility is in a period of high growth, and this role will have the opportunity to implement processes and streamline the order flow in a meaningful way. Building relationships with the on-site team and acting as a liaison between the pharmacy and operations team plays a critical part in the continued growth and success of our in-house pharmacies.

You Will:

• Act as on-site operations support for in-house Pharmacy and Fulfillment teams - assisting Pharmacy in realtime to resolve issues preventing accurate and on-time RX order fulfillment. 
• Run daily reports and monitor alerts to action, track and resolve non-RX and RX orders with issues. 
• Identify issues and process improvements and escalate them to the appropriate decision maker. 
• Contribute to and maintain spreadsheets including, but not limited to, categorizing issues, tracking errors, resolution times, identifying trends and root causes.
• Collaborate closely for order resolution and escalating trending issues with HQ Order Management and other cross functional teams such as but not limited to Telemedicine, Customer Experience, etc. 
• Process pharmacy returns and ensure proper steps are taken to make the customer whole. 
• Utilize internal documentation appropriately and participate in maintenance of up-to-date documentation. 
• Ad Hoc projects and requests based on business needs. 
• Comfortable working in a team environment as well as independently
• Provides coverage for other team members on an ad hoc basis

You Have:

• 2 years of relevant experience 
• Customer Support and/or Operations experience 
• Experience in Health/Pharmacy a plus 
• Certificate as Pharmacy Technician nice to have, but not required 
• Attention to detail and problem solving 
• Strong pattern recognition 
• Ability to prioritize and strong follow through 
• Clear and proactive communication skills 
• Systems minded, ability to become familiar with new software tools 
• Competent with spreadsheets and understanding data (Excel or Google Sheets)
• Highly collaborative and team oriented

Our Benefits (there are more but here are some highlights):

• Competitive salary & equity compensation for full-time roles
• Unlimited PTO, company holidays, and quarterly mental health days
• Comprehensive health benefits including medical, dental & vision, and parental leave
• Employee Stock Purchase Program (ESPP)
• Employee discounts on hims & hers & Apostrophe online products
• 401k benefits with employer matching contribution
• Offsite team retreats

Conditions of Employment: 

• This position will require working with Hazardous Drugs (HD) and would require that Personal Protective Equipment (PPE) be worn for the length of working with these drugs. These items would include gloves, respiratory protection, gown and other items as required.
• This position requires medical approval to wear respiratory protection in the form of negative or positive pressure respirators, including N95, full face respirator, SCBA, or Powered Air Purifying Respirator (PAPR).
• Physical exertion required. Including, but not limited to, walking up to 50% of the time, standing up to 100% of the time, squatting and bending up to 20% of the time and lifting up to 80% of the time for up to a twelve hour shift. Must be able to lift up to 50lbs.
• Due to the risk of reproductive capability in handling or compounding certain Hazardous Drugs (HD) associates must be willing to confirm that they understand the potential risks (teratogenicity, carcinogenicity and reproductive effects) of handling hazardous drugs.