Customer Service

Access to a dedicated, knowledgable team

Our teams of logistics experts and customer service representatives utilize their experience and extensive training to facilitate a smooth process across all areas of product logistics. Our call center professionals perform customer service on your behalf to give you complete peace of mind while our documented Standard Operating Procedures manage pharmaceutical product returns, product replacement, credit and the triage of customer complaints and potential Medical Affairs issues.

Commitment to providing exceptional service

Our custom capabilities, combined with the excellence evidenced by our service level agreements (SLAs) – 99.97% for inventory and distribution and 99.5% for customer service order entry accuracy – mean you’ll benefit from a partnership that enables better business decisions and better business results.

Our demonstrated customer service success

  • Online ordering for customers
  • Interaction with customer service support team to strengthen customer experience
  • Dedicated and shared support models implemented
  • Open seating environment to foster team communication and quick issue resolution
  • Strong and highly educated labor pool to support future growth
  • 800,000+ Orders processed annually
  • 90+ Total customer service associates on-staff
  • 1:12 Supervisor to agent ratio, ensuring proper management and training
  • 1:6 Team lead to agent ratio, facilitating communication and expert response
  • Existing capability to support phone, fax, email and EDI orders
  • Operation hours cover business hours across the country
  • Representative training customized to your specific criteria and market approach
  • Experience supporting various models of market distribution strategies
  • Open to on-site visits for agent interaction and training updates