Senior Manager, Customer Service
Role Overview:
The Senior Manager, Customer Service will lead customer service and order management operations, ensuring an exceptional experience for wholesalers, distributors, specialty pharmacies, healthcare providers, and internal teams. This role oversees order fulfillment, product availability, and issue resolution while maintaining compliance with FDA, DEA, DSCSA, PDMA, and SOX requirements. The position requires a hands-on leader who can manage a high-performing team, collaborate with third-party logistics (3PL) partners, and drive continuous improvement in service quality and efficiency.
Key Responsibilities:
- Lead, coach, and develop the Customer Service team to achieve performance goals and service-level standards
- Oversee order entry, pricing, allocation, and fulfillment with a focus on accuracy and compliance
- Act as the escalation point for complex or critical inquiries and ensure timely resolution
- Serve as primary liaison with 3PL for warehousing, inventory, and shipping operations
- Ensure compliance with regulatory requirements and maintain accurate documentation
- Monitor service metrics, analyze trends, and implement process improvements
- Collaborate cross-functionally on ERP optimization, reporting, and SOP development
Skills & Requirements:
- Strong leadership and team management skills with a customer-first mindset
- Experience in generics pharmaceuticals
- In-depth knowledge of pharmaceutical distribution, logistics, and compliance regulations
- Excellent communication and stakeholder engagement abilities
- Proficiency in ERP systems (SAP preferred) and Microsoft Office Suite
- Bachelor's degree in Business, Supply Chain, or related field
- 7-10 years of progressive experience in customer service/order management, including 2+ years in a managerial role
- Experience managing 3PL and distribution operations within the pharmaceutical industry
FAQs
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