Customer Solutions Specialist (Pharmacy Technician)

Position Summary

The Customer Service Solutions Specialist plays a critical role in supporting veterinarians, veterinary clinics, and their authorized agents within a fast-paced animal health pharmacy environment. This position is responsible for delivering exceptional customer experience while ensuring accurate prescription processing, regulatory compliance, and seamless coordination with internal operations and production teams.

The ideal candidate is detail-oriented, highly organized, and thrives in a setting where accuracy, urgency, and professionalism are essential.

Key Responsibilities

Customer Support & Experience

• Serve as a primary point of contact for veterinarians, clinic staff, and authorized agents via phone, email, and other communication channels.
• Provide timely, professional, and empathetic support to ensure a high-quality customer experience.
• Respond to inquiries related to prescriptions, product availability, order status, shipping, and pharmacy services.
• Build and maintain strong relationships with veterinary customers through clear communication and follow-through.
• Maintain strong relationships within the pharmacy and with the commercial team.

Prescription & Order Processing

• Accurately enter and process prescription orders in accordance with veterinary instructions and company procedures.
• Verify customer and patient information to ensure completeness and compliance.
• Coordinate with pharmacists and technicians to resolve prescription questions or discrepancies.
• Maintain attention to detail in all documentation, recognizing the importance of accuracy in animal health care.

Regulatory & Compliance Adherence

• Follow all applicable state and federal pharmacy regulations, controlled substance requirements, and internal quality standards.
• Ensure proper authorization and documentation when working with veterinarians and their designated agents.
• Support audit readiness by maintaining accurate records and adhering to established workflows.

Collaboration with Operations & Production

• Work closely with operations, fulfillment, and production teams to ensure efficient order processing and timely delivery.
• Communicate proactively regarding urgent orders, backorders, or special handling requirements.
• Participate in continuous improvement efforts to enhance service quality and operational efficiency.

Additional Duties

• Assist with customer account maintenance, issue resolution, and escalation when necessary.
• Contribute to team goals in a high-volume, deadline-driven environment.
• Support training and knowledge-sharing within the customer service team.

Qualifications

Required

• High school diploma or equivalent.
• 2+ years of customer service experience, preferably in a healthcare, veterinary, or pharmacy-related setting.
• Strong attention to detail and commitment to accuracy.
• Ability to work effectively in a fast-paced, regulated environment.
• Excellent verbal and written communication skills.

Preferred

• Experience in veterinary medicine, animal health, pharmacy, or prescription processing.
• Familiarity with pharmacy management systems or order entry platforms.
• Understanding of regulatory requirements in a pharmacy or medical environment.

Key Skills & Competencies

• Customer-focused mindset with a passion for service excellence
• Proficient in oral and written communication
• Strong organizational and multitasking ability
• High level of accuracy and attention to detail in order entry with efficiency
• Team-oriented with a collaborative approach
• Ability to remain calm and professional under pressure
• Commitment to compliance and quality standards
• Proficient in Microsoft Office Suite and Excel

The Customer Solutions Specialist will be required to obtain a pharmacy technician license through the Minnesota Board of Pharmacy upon onboarding. 2 years of Pharmacy Technician experience preferred.

Physical Demands:

· Ability to lift up to 50lbs

· Stooping, kneeling, crouching, walking, standing for extended periods of time.

· Must wear personal safety protection as required including hair, and eye protection

Work Environment

This role is based in a busy animal health pharmacy setting where accuracy, responsiveness, and regulatory adherence are essential. The position requires frequent communication with veterinary professionals and close collaboration with internal operational teams.

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The noise level is usually moderate. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

VPS is an equal opportunity employer. If you require a reasonable accommodation, please reach out to our Human Resources Department.