What are the responsibilities and job description for the Customer Service Representative position at KVK Tech?
About KVK TechKVK Tech is a U.S.-based generic and specialty pharmaceutical manufacturer committed to developing and producing high-quality, FDA-approved medicines that improve patients’ lives through accessibility and trust. Headquartered in Newtown, Pennsylvania, KVK Tech maintains all operations within the United States, ensuring quality and consistency through strict adherence to cGMP standards and regulatory compliance. Our commitment to excellence is reflected in our precision, reliability, and shared mission to provide safe, affordable, and life-improving pharmaceutical products.What You’ll DoThe Customer Service Representative plays a critical role in supporting KVK Tech’s commercial and distribution operations by ensuring accurate, timely, and compliant processing of customer orders within a regulated pharmaceutical environment. This position is responsible for managing end-to-end order lifecycle activities, supporting controlled substance compliance requirements, and serving as a key point of contact for customer inquiries related to orders, shipments, and documentation. The role requires strong attention to detail, sound judgment, and the ability to operate effectively within cGMP and DEA regulatory frameworks.Key ResponsibilitiesProcess and manage customer sales orders received via EDI, email, fax, and eCommerce platforms using internal ERP systems.Coordinate inventory allocation, generate pick/pack documentation, and support order release to Shipping to ensure accurate and timely fulfillment.Perform daily invoicing of shipped orders and support inventory reconciliation activities.Execute Suspicious Order Monitoring (SOM) activities for controlled substances in accordance with DEA regulations and internal SOPs, including escalation of flagged orders.Prepare and process required DEA documentation and reports, including DEA Form 222, in coordination with internal regulatory partners.Investigate and resolve customer order issues, pricing discrepancies, billing questions, and payment deductions in a timely and professional manner.Respond to customer inquiries, returns, recalls, and Medicaid-related requests while ensuring appropriate documentation and compliance.Maintain and update customer regulatory documentation, including DEA registrations, state licenses, and renewal tracking within internal systems.Provide reporting and administrative support to Quality, Sales, Accounting, and other internal departments as needed.What We’re Looking ForExperience:2–4 years of experience in customer service, order management, or operational support, preferably within a pharmaceutical, healthcare, or other highly regulated industry.Education:Bachelor’s degree in Business, Supply Chain, Operations, or a related field preferred; equivalent experience will be considered.Skills & Knowledge:Strong attention to detail and ability to manage accuracy-driven, compliance-sensitive work.Proficiency in Microsoft Office (Outlook, Excel, Word) and experience working with ERP systems.Ability to follow SOPs, identify potential compliance concerns, and escalate issues appropriately.Effective written and verbal communication skills with a professional, customer-focused approach.Strong organizational skills with the ability to manage multiple priorities in a deadline-driven environment.Demonstrated discretion and confidentiality when handling sensitive customer and regulatory information.What We OfferCompetitive compensation with annual performance bonus eligibilityAnnual merit-based pay increasesAutomatic enrollment in a 401(k) at 3% pre-tax with 50% company match on the first 6% contributedPaid Time Off10 paid company holidaysComprehensive medical, dental, vision, and life insurance coverageProfessional development reimbursementCareer growth opportunitiesTuition reimbursement for children and childcare expense reimbursementScheduleFull-time, on-site position (8:00 AM – 5:00 PM M-F)Company DescriptionKVK Tech is a U.S.-based generic and specialty pharmaceutical manufacturer committed to developing and producing high-quality, FDA-approved medicines that improve patients’ lives through accessibility and trust. Headquartered in Newtown, Pennsylvania, KVK Tech maintains all operations within the United States, ensuring quality and consistency through strict adherence to cGMP standards and regulatory compliance. Our commitment to excellence is reflected in our precision, reliability, and shared mission to provide safe, affordable, and life-improving pharmaceutical products.
Salary : $50,000 - $55,000