Pharmacy Customer Service Supervisor

Pharmacy Customer Service Supervisor

Cloud Pharmacy is recruiting for a Pharmacy Customer Service Supervisor. Reporting directly to the CSR Manager, this role is key to ensuring high-quality service delivery and team performance, and positive interactions for customers and external stakeholders. This position is based in-store but will also support our online operations.

Job duties

• Supervise, coordinate, support and guide Pharmacy Customer Service Representatives (CSRs) during daily operations, ensuring service, privacy, and operational standards are met.
• Triage and manage work queues (ticketing), distribute CSRs workload, and support schedule/coverage planning.
• Handle escalated customer issues and complex affiliate inquiries and orders.
• Coordinate with pharmacists, purchasing team and shipping and receiving to ensure smooth operations and appropriate escalation of clinical matters.
• Monitor team performance (accuracy, productivity, customer experience) and provide coaching, feedback, and corrective guidance when required.
• Identify training needs and collaborate with QA and Training to address knowledge or performance gaps.
• Ensure smooth operation of pharmacy management systems and backend software.
• Prepare routine operational updates and reports.
• Maintain and update team procedures to meet service targets.
• Provide hands-on operational support as required including: intake and verify prescriptions and over the counter orders; enter, verify, and update prescription and patient information in the pharmacy management system (Kroll); assist with prescription preparation/labeling under pharmacist supervision; coordinate packaging/shipping (including cold-chain) and support receiving/stocking, cycle counts, and inventory record accuracy.

Additional information

• Wage: $70,000 per annum
• Benefits: Extended medical and dental, employer provided pension, RSP match program, life insurance, critical and accidental death and dismemberment, Corporate Bonus Program (based on both Company performance and individual performance conducted at the annual review)
• Job status: full-time, permanent position
• Business address and location of work: 8410 Fraser Street, Vancouver, British Columbia, V5X 0A4.
• Language of work: English

How to apply

Interested applicants can submit their cover letter and resume online by applying to this position.

Job requirements

Minimum requirements:

• Completion of high school and at least two years’ previous experience as a pharmacy assistant.
• Experience in a customer service environment with at least 6 months of previous supervisory experience.
• Familiarity with drug names, filling prescriptions and completing orders.
• ·Knowledge of healthcare regulations, including privacy laws and best practices in medication handling.

Our ideal candidate will also have:

• Experience in a high-volume work environment
• Excellent interpersonal and communication skills, capable of explaining complex information clearly and empathetically.
• Strong problem-solving skills and the ability to manage multiple tasks efficiently.
• Proven ability to stay highly organized in a fast-paced environment, with a focus on accurate tracking of prescriptions and efficient workflow management.
• Strong communication skills.
• Ability to manage escalations and resolve issues effectively.
• Familiarity with performance monitoring tools and team coordination.
• Collaborative mindset and commitment to team success.