Manager of Customer

2 weeks ago

Sunrise, United States Pharmsource, LLC Full time

Manager of Customer & Sales Operations:


Pharmsource LLC. are looking for a Manager of Customer & Sales Operations to join their team in Sunrise, Florida.


About the Job:

This position ensures that the department is consistently providing services that exceed the expectations of customers and supervises daily tasks of the Sales Team, Business Development Team and CSS Team.


Job Duties:

  • Handles escalated issues by working closely with Business Development VP, Account Sales Managers, customers, and/or CSS team.
  • Finds solutions that benefit both the customer and the company.
  • Oversees customer accounts maintenance, order processing, department reports.
  • Constantly look at ways to improve efficiency and overall productivity by tracking accuracy, orders entered, and other metrics.
  • Provides customer service at high standards to internal (all level of employees) and external customers.
  • Oversee order processing through all portals. Monitors and processes order requests, as well as look for way to improve accuracy/efficiency, and create standardized responses for both internal & external communications regarding orders.
  • Create in-house marketing material for PAH, including for Business Development function (email and PDF format).
  • Leads the creation of marketing materials – both internal & external – as well as producing the webinar series for both live broadcasting and recorded viewing. Generate and coordinate all related to CE Webinars.
  • Generate email blasts to customers according to AH standards.
  • Generate and oversee CSS weekly reports, all AH Sales reports, promo reports, and misc. reports.
  • Ensure prices and products are accurate on all PAH platforms and websites.
  • Monitors individual CSS performances and provides coaching if necessary. Back up for CSS Reps.
  • Main point of contact, communication, and support for NetSuite, BlueLine, and any other website or Platform for AH team and customers.
  • Oversees all platforms and webstore maintenance, accounting/acquisitions for corporate accounts, creating SOPs for inter-departmental communications, creating/assisting updates for promotions across platforms, and providing support for telecom systems and ERP troubleshooting.
  • Resolves open orders passed their shipping window, invoices errors, billing issues, or potential credits.
  • Works closely with Purchasing department and Warehouse managers to address backorders or other shipping/inventory issues.
  • Responsible for setting up new Accounts, and groups – Spot checking & Importing (large corporate groups)
  • Generate reports on a weekly, monthly, and quarterly basis for VP of Business Development and VP Sales and Leaders in the company.
  • Provides training on all related websites and platforms for new hires and ongoing training, and enforces company standards, policies, and procedures.
  • Manage the Shipping Fee Audit Report Monthly.
  • Develop and communicate Standard Operational Procedures to the AH Team.
  • Indirectly supervises the sales employees within the Animal Health department. Maintain constant communication with Animal Health VP of Business Development and VP Sales regarding employees directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
  • Assist with floor support and spot coaching as need it.
  • Work closely and support the Vice President of Business Development as needed.
  • Main point of contact and support for NetSuite.
  • Performs other related duties as assigned by management.


Skills and Requirements:

  • Bachelor’s degree (B.A.) or equivalent.
  • Four to six years related experience.
  • Demonstrated proficiency in supervising and motivating subordinates.
  • Commitment to excellence and high standards.
  • Excellent written and oral communication skills.
  • Excellent customer service skills.
  • Strong organizational, problem-solving, and analytical skills; ability to manage priorities and workflow.
  • Ability to deal effectively with a diversity of individuals at all organizational levels.
  • Creative, flexible, and innovative team player.
  • Ability to work with technology and different platforms.
  • Proficient with PowerPoint, Excel and Word.
  • Experience with ERP systems and processing (NetSuite preferred)
  • Ability to maintain a high level of accuracy and strong detail-orientation.
  • Demonstrated ability to balance department efficiency and patient service excellence.
  • Willingness to assist teammates in order to achieve departmental goals.


Compensations & Benefits:

  • Salary commensurate with experience (50K- 55K per year)
  • Benefits include (401 K, Health, Medical, Dental and Vision, Life insurance, Paid Time Off/Vacation, etc.)

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