Fulfillment Care Specialist

DirectMeds

. Manage shipping-related escalations involving delayed, lost, damaged, or incomplete deliveries .

Posted 10/13/2026full-timeRemote • Utah • United StatesMid-LevelSenior💰 $22 - $24 per hourWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong communication and organizational skills while managing shipping-related escalations and patient interactions. Proficient in utilizing tracking systems and ticketing tools to resolve delivery issues efficiently and maintain accurate documentation.

Highest-signal resume keywords

Shipping ManagementInvestigative Problem-SolvingPatient CommunicationTicketing SystemsLogistics Coordination

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Shipping ProtocolsTracking SystemsDocumentation ManagementEscalation ProceduresFulfillment Processes

Soft Skills

Attention to DetailEmpathyTime ManagementReliabilityProfessionalism

Tools & Technologies

Carrier Tracking SystemsInternal ToolsTicketing ToolsOnline Systems

Industry Keywords

LogisticsCustomer ServicePatient SupportPharmacy OperationsShipping Carriers

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

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