Customer Service Operations Supervisor

2 weeks ago

East Brunswick, New Jersey, United States Strides Pharma Inc Full time
Position Overview

The Customer Service department acts as the primary interface for all daily customer engagements concerning our ongoing partnerships. The Assistant Manager of Customer Service is accountable for ensuring both internal and external customer satisfaction through the services rendered by the team. This role assists the Manager in overseeing the entirety of Customer Service operations to guarantee that the business functions efficiently and adheres to compliance standards, while also executing daily responsibilities, pinpointing opportunities for continuous enhancement in customer satisfaction, and driving overall business process improvements.

Key Responsibilities:

  • Act as a liaison for customers while interacting with various departments such as Sales, Commercial Operations, Distribution, and Finance, possessing a comprehensive understanding of the processes within these areas and their interrelation with Customer Service.
  • Provide assistance within Customer Service by addressing customer inquiries and requests in a compliant, timely, and professional manner, ensuring complete resolution and customer satisfaction.
  • Support the management and processing of orders received through multiple communication channels accurately and promptly. Hold the authority to conduct pricing reviews in preparation for order entry, directly input orders into the SAP system, and maintain a centralized customer database.
  • Continuously seek opportunities for process enhancements to boost departmental productivity and customer service performance.
  • Investigate and resolve customer-submitted claims, including shortages, damages, overages, and failure to supply issues.
  • Prepare and present various reports, including variance explanations, significant trends, and recommendations for improvements or resolutions.
  • Generate ad hoc service and sales-related reports for both internal and external stakeholders.
  • Collaborate with internal teams to ensure adherence to client performance guarantees and compliance with regulatory or accreditation standards.
  • Assist in managing complex customer issues escalated by team members.
  • Engage in daily, weekly, and ad hoc cross-functional meetings to address and resolve operational and technical challenges.
  • Participate in training sessions and adhere to various Standard Operating Procedures (SOPs) while performing other departmental duties as assigned.

Qualifications:

  • Bachelor's Degree from an accredited institution or equivalent experience.
  • 7+ years of experience in the pharmaceutical sector.
  • 7+ years of experience in a customer service-related role.
  • Proficient in Microsoft Office Suite, with significant usage of Outlook and Excel.
  • Knowledge of SAP is essential.
  • Experience with controlled products is preferred.
  • Familiarity with all aspects of customer service etiquette.
  • Ability to accurately enter, prepare, and analyze data.
  • Experience with SAP Order to Cash (OTC) TCodes.
  • Understanding of regulatory agency requirements and their impact on daily operations.
  • Demonstrated capability to prioritize multiple tasks, resolve complex issues, and meet deadlines with attention to detail.
  • Strong interpersonal, verbal, and written communication skills, with the ability to communicate effectively and professionally with customers and all organizational levels.
  • Proficient in situational analysis and independent thinking.
  • Exceptional attendance is required to meet ongoing departmental and customer demands.
  • Flexibility to work collaboratively in a team environment or independently, based on departmental needs.
  • Ability to execute projects both individually and in cross-functional teams.
  • Capability to work with minimal supervision, quickly grasp context, and take initiative to resolve issues.
  • Strong organizational, prioritization, and time management skills.
  • Proven history of process improvement and efficiency enhancement.
  • Results-oriented mindset.

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