Customer Support Representative

About the Company:

Nivagen is a global company dedicated to enhancing lives by developing and providing cost-effective generic prescription drugs and over-the-counter products for the North American market. For over a decade, we've remained steadfast in our commitment to core values of excellence, integrity, and respect for people. Our team of professionals collaborates tirelessly to pioneer advancements in manufacturing, distribution, and quality control, ensuring a holistic approach to healthcare. Through vertical integration of the pharmaceutical supply chain, cutting-edge technology, and unwavering dedication to excellence, we continually strive to redefine medication accessibility and affordability. We prioritize our employees' well-being by offering competitive pay, comprehensive benefits, and robust training and development opportunities. By investing in our workforce and fostering a culture of growth and support, we empower our team to drive innovation and make a positive impact in the healthcare industry. At Nivagen, our mission is clear: to make a meaningful difference in people's lives by delivering high-quality, affordable medications while upholding the highest standards of integrity and excellence.

Job Location:

Nivagen

3900 Duckhorn Drive 

Sacramento, CA 95834

About the Job:

At Nivagen, the Customer Support Representative is responsible for office customer service, warehouse operations, and packing and shipping products. This role is at the heart of our customer interactions, where empathy, efficiency, and expertise converge to provide an unparalleled experience. As the voice of Nivagen, you will respond to and assist customers with a professional, friendly, and prompt demeanor.

Position Summary

We are seeking a highly organized, customer-focused Customer Service Representative to join our growing sterile injectable manufacturing facility.  This facility specializes in producing IV bags, vials, prefilled syringes and cartridges.  This role serves as a primary customer service point of contact for healthcare providers, hospitals, surgery centers, wellness clinics, manufacturers and other customers, ensuring exceptional service throughout the order lifecycle. The ideal candidate thrives in a fast-paced startup environment, demonstrates strong attention to detail, and understands the importance of compliance, quality, and patient safety in the pharmaceutical industry.

Key Responsibilities

• Serve as the primary contact for customer inquiries regarding products, orders, pricing, availability, shipping, and account management.
• Process and monitor customer orders accurately and efficiently through internal systems.
• Coordinate with Operations, Quality Assurance, Production, Regulatory Affairs, and Logistics teams to resolve customer issues and provide timely updates.
• Maintain detailed and accurate customer records, communications, and order documentation.
• Communicate product availability, lead times, shortages, backorders, and shipment status to customers.
• Investigate and resolve customer complaints, discrepancies, and service-related issues while maintaining a high level of professionalism.
• Support onboarding of new customer accounts and assist with account setup documentation.
• Ensure all customer interactions comply with FDA regulations, company policies, and applicable quality standards.
• Escalate quality events, adverse event reports, product complaints, and compliance concerns according to established procedures.
• Assist with customer surveys, reporting, and continuous improvement initiatives.
• Contribute to the development of customer service processes and standard operating procedures (SOPs) as the organization grows.
• Maintain a thorough understanding of company products, services, and regulatory requirements.

Required Skills/Abilities

• 2+ years of customer service, account support, or order management experience.
• Strong communication, problem-solving, and interpersonal skills.
• Excellent organizational skills with strong attention to detail.
• Proficiency with Microsoft Office Suite and CRM/SAP systems.
• Ability to manage multiple priorities in a fast-paced startup environment.
• Professional demeanor and commitment to delivering exceptional customer service.

Education and Experience:

• Bachelor's degree preferred.

• Experience in pharmaceutical, healthcare, biotechnology, medical device, or regulated manufacturing environments.
• Knowledge of 503B outsourcing for hospitals and/or wellness, sterile compounding, injectables or FDA-regulated operations.
• Experience supporting hospitals, clinics, healthcare systems, surgery centers, or healthcare providers.

Benefits:

• Fulltime
• $28.00 to $31.47 per hour based upon experience
• Yearly bonus eligibility
• Benefits: Nivagen offers a wide variety of benefits and programs to support health and well-being
• Medical, dental and vision coverage
• Paid time off plan
• 401k savings plan

Additional Information:

Nivagen to afford equal opportunity for employment to all individuals regardless of race, color, age, national origin, physical or mental disability, history of disability, ancestry, citizenship status, political affiliation, religion, gender, transgender, gender identity, marital status, status as a parent, sexual orientation, veteran status, genetic information or other factors prohibited by law, and to prohibit harassment or retaliation based on any of these factors.