Fulfillment Care Specialist

Job Description:

• Manage shipping-related escalations involving delayed, lost, damaged, or incomplete deliveries
• Investigate shipment concerns using carrier tracking systems, proof of delivery photos, and internal tools
• Communicate directly with patients regarding shipping updates, investigation progress, and resolution timelines
• Coordinate with pharmacies, logistics teams, and shipping carriers to resolve delivery concerns efficiently
• Manage escalation tickets accurately and maintain detailed documentation
• Monitor shipping queues and ensure outstanding issues are followed through to resolution
• Identify recurring shipping concerns and communicate trends or findings to leadership
• Maintain accurate records of shipment investigations, patient interactions, and account updates
• Provide professional, empathetic support to patients experiencing shipping-related concerns
• Follow established shipping protocols, internal workflows, and escalation procedures
• Prioritize urgent situations while managing multiple cases in a fast-paced environment

Requirements:

• Strong written and verbal communication skills
• Excellent attention to detail and investigative problem-solving abilities
• Ability to manage multiple escalations, priorities, and follow-ups simultaneously
• Confidence handling sensitive or frustrated patient interactions professionally and empathetically
• Strong organizational and time management skills
• Comfort navigating online systems, tracking platforms, and ticketing tools
• Proactive, solutions-oriented approach to problem-solving
• Ability to work independently while maintaining accuracy and accountability
• Reliability, professionalism, and strong follow-through
• Ability to quickly learn internal systems, workflows, and procedures
• Preferred: previous experience in shipping, logistics, fulfillment, customer service, or patient support
• Preferred: experience handling escalated customer or patient situations
• Preferred: familiarity with shipping carriers, tracking systems, and proof of delivery investigations
• Preferred: experience working in pharmacy, healthcare, or related operations
• Preferred: experience managing high-volume support queues or ticketing systems
• Reliable personal laptop or desktop computer; Chromebooks not accepted
• Quality headset suitable for patient and team communications
• High-speed, reliable internet connection
• Quiet, professional workspace suitable for confidential patient conversations
• Ability to work shifts within 7:00 AM–7:00 PM MST, seven days a week
• Ability to complete Monday–Friday, 8:00 AM–4:00 PM MST training

Benefits:

• Comprehensive benefits package (Health, Dental, and Vision)
• Paid time off
• Company holidays
• Opportunities for career growth within a rapidly scaling company
• Exposure to innovative therapies in wellness and longevity
• Fully remote position