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Order Fulfillment Coordinator

2 months ago


Albany, New York, United States Hims Full time

About Hims & Hers:

Hims & Hers Health, Inc. is a premier health and wellness platform dedicated to enhancing well-being through innovative health solutions. Our mission is to transform telehealth for both providers and patients, ensuring personalized healthcare options are readily available. We focus on continuous innovation, offering a range of nonprescription products and tailored prescription services for various health concerns, including mental health, sexual health, hair care, skincare, and heart health.

Role Overview:

As an Order Fulfillment Coordinator, you will be integral to the daily management of customer orders, providing essential support to our Pharmacy and Fulfillment Center teams as challenges arise. This position is crucial during a period of significant growth, allowing you to implement effective processes and enhance order flow. Establishing strong relationships with on-site personnel and serving as a bridge between pharmacy operations and fulfillment teams is vital for the ongoing success of our in-house pharmacy services.

Key Responsibilities:

  • Provide on-site operational support for Pharmacy and Fulfillment teams, assisting in real-time to resolve issues that hinder accurate and timely RX order fulfillment.
  • Generate daily reports and monitor alerts to address, track, and resolve both RX and non-RX order issues.
  • Identify and escalate issues and potential process improvements to the relevant decision-makers.
  • Maintain and contribute to spreadsheets for categorizing issues, tracking errors, resolution times, and identifying trends and root causes.
  • Collaborate closely with HQ Order Management and other cross-functional teams, such as Telemedicine and Customer Experience, to resolve order-related issues.
  • Manage pharmacy returns, ensuring that appropriate actions are taken to satisfy customer needs.
  • Utilize internal documentation effectively and assist in keeping documentation current.
  • Engage in ad hoc projects and requests based on business requirements.
  • Work effectively both independently and as part of a team.
  • Provide coverage for team members as needed.

Qualifications:

  • Minimum of 2 years of relevant experience.
  • Experience in Customer Support and/or Operations is essential.
  • Background in Health/Pharmacy is advantageous.
  • Pharmacy Technician certification is a plus but not mandatory.
  • Strong attention to detail and problem-solving skills.
  • Excellent pattern recognition abilities.
  • Ability to prioritize tasks and follow through effectively.
  • Clear and proactive communication skills.
  • Proficient in adapting to new software tools.
  • Competent in using spreadsheets and analyzing data (Excel or Google Sheets).
  • Highly collaborative and team-oriented mindset.

Benefits:

  • Competitive salary and equity compensation for full-time positions.
  • Unlimited PTO, company holidays, and quarterly mental health days.
  • Comprehensive health benefits, including medical, dental, vision, and parental leave.
  • Employee Stock Purchase Program (ESPP).
  • Discounts on Hims & Hers and Apostrophe online products.
  • 401k benefits with employer matching contributions.
  • Offsite team retreats.

Working Conditions:

  • This role involves working with Hazardous Drugs (HD), requiring the use of Personal Protective Equipment (PPE) during such tasks.
  • Medical approval is necessary to wear respiratory protection.
  • Physical demands include walking, standing, squatting, bending, and lifting up to 50 lbs.
  • Awareness of potential reproductive risks associated with handling Hazardous Drugs (HD) is required.

Hims & Hers is committed to fostering a diverse and inclusive workforce. We welcome applicants who may not meet all qualifications but are enthusiastic about the opportunity.

Hims is an Equal Opportunity Employer, considering applicants without regard to race, color, religion, sex, orientation, national origin, age, disability, genetics, or any other basis prohibited by law.