Customer Service Manager

Job Description

Akina Pharmacy Customer Service Manager

Akina Pharmacy, a 10-year-old family business whose purpose is to enrich lives though compounded medicine welcomes you.

We all work together to achieve exponential growth year after year, and have fun doing it.We specialize in compounded medications, our sweet spot. If you want to belong to a team that does this with excellence every day, Akina is a great fit for you.

Our clients are patients and providers in need of uniquely compounded medication strengths tailored to individual patient and provider needs. If you have a background in this niche– or are eager to gain expertise in this area– this role will be a great fit.

You will love it here if you are motivated by Akina’s Core Identity Values:

Excellence Always

Go-Getter’s Unite

Compassion For All

Called To Serve

You’ll have success here if you value clear processes and get, want, and have capacity to do the following things:

Lead + Manage = Accountability (L+M=A): Lead and manage the customer service team towards achieving exceptional service standards, holding team members accountable for their performance, and ensuring they embody the company's core values. This involves setting clear expectations, providing feedback, and fostering a culture of excellence and continuous improvement.

Strategy and Planning: Develop and implement customer service strategies that align with the company's goals. This includes analyzing customer service metrics to identify areas for improvement, planning resource allocation, and setting short-term and long-term objectives for the customer service department.

Team Development and Training: Identify training needs and opportunities for team growth. Implement training programs to enhance the skills and knowledge of customer service representatives, ensuring the team is proficient in product knowledge, communication skills, and the use of any necessary technology or software (eQMS, EHR, etc.)

Customer Experience and Satisfaction: Oversee the management of customer interactions across all channels to ensure a consistent and high-quality customer experience. Develop policies and procedures to enhance customer satisfaction and handle complex customer complaints or issues personally when necessary.

Meeting or Exceeding Individual and Departmental Metrics: Manage defined daily qualitative and quantitative targets, including specific numbers of outbound calls, inbound calls, emails/chat requests handled, and order transactions completed, while maintaining an exceptional patient-satisfaction rating and adhering to service, productivity, and quality objectives.

We train our team to help them succeed, and everyone on our team helps with our success. In this role, you’ll be accountable for hitting the following numbers:

Place outbound calls (50-60 per day)

Answer inbound calls (50-60 per day)

Document patient and provider demographics (100-120 per day)

Report and take accountability for individual and departmental metrics (6-10 per day)

Maintain training and management tasks for direct-reports (5-10 per week)

If you want to come to work, learn, and hit those numbers, you’ll be recognized and rewarded.

Our company runs on EOS purely. That means as a member of this team, you will have a leader who:

Gives clear directions

Make sure you have the necessary tools

Acts with the greater good in mind

Delegates appropriately

Takes time to truly understand your role and how you can help the company

Makes their expectations clear

Communicates well

Has effective meetings

Meets one-on-one with you quarterly or more, if needed

Rewards and recognizes your performance

Required Licenses, Certifications and Experience

A minimum of 2+ years of experience acting as a customer service manager

A minimum of 5+ years of experience in customer service or related experience

Experience working with a compounding/specialty pharmacy or medical center (preferred but not required)

Benefits & Perks

Medical Benefits (Includes Dental and Vision)

401k + Employer Match up to 3%

Paid Time Off – Vacation and Paid Time Off-Sick

Paid Holidays

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