Fulfillment Care Specialist

This is a fully remote position, open to applicants in Utah.

📋 Description

• Oversee shipping-related escalations concerning delayed, lost, damaged, or incomplete deliveries.

• Examine shipment issues by utilizing carrier tracking systems, proof of delivery images, and internal resources.

• Directly communicate with patients about shipping updates, investigation statuses, and estimated resolution timelines.

• Collaborate with pharmacies, logistics teams, and shipping carriers to effectively address delivery issues.

• Accurately manage escalation tickets and keep comprehensive documentation.

• Monitor shipping queues to ensure that unresolved issues are pursued until resolution.

• Recognize recurring shipping problems and report trends or insights to leadership.

• Keep precise records of shipment inquiries, patient communications, and account modifications.

• Offer professional and compassionate support to patients encountering shipping-related challenges.

• Adhere to established shipping protocols, internal processes, and escalation methods.

• Prioritize urgent matters while juggling multiple cases in a fast-paced environment.

⛳️ Requirements

• Exceptional written and verbal communication abilities.

• Strong attention to detail and effective investigative problem-solving skills.

• Capability to handle multiple escalations, priorities, and follow-ups concurrently.

• Confidence in managing sensitive or upset patient interactions with professionalism and empathy.

• Excellent organizational and time management skills.

• Proficiency in navigating online systems, tracking platforms, and ticketing tools.

• Proactive, solutions-focused mindset when addressing issues.

• Ability to work independently while ensuring accuracy and responsibility.

• Dependability, professionalism, and strong follow-through.

• Quick to learn internal systems, workflows, and procedures.

• Preferred: prior experience in shipping, logistics, fulfillment, customer service, or patient support.

• Preferred: experience in managing escalated customer or patient situations.

• Preferred: familiarity with shipping carriers, tracking systems, and proof of delivery investigations.

• Preferred: experience in pharmacy, healthcare, or related operations.

• Preferred: experience overseeing high-volume support queues or ticketing systems.

• Reliable personal laptop or desktop computer; Chromebooks are not acceptable.

• Quality headset appropriate for patient and team communications.

• High-speed, dependable internet connection.

• Quiet, professional workspace suitable for confidential patient discussions.

• Availability to work shifts within 7:00 AM–7:00 PM MST, seven days a week.

• Ability to complete training from Monday to Friday, 8:00 AM–4:00 PM MST.

🏝️ Benefits

• Comprehensive benefits package (Health, Dental, and Vision).

• Paid time off.

• Company holidays.

• Opportunities for career advancement within a rapidly growing company.

• Exposure to innovative therapies in wellness and longevity.

• Fully remote position.