Customer Service Deputy Manager

Cipla • Boca Raton, FL

261d • $85,000 - $90,000

About The Position

The Customer Service Deputy Manager is a new addition to headcount, and will have the unique opportunity to enhance processes, create structure and drive customer engagement. Support Exelan Customer Service to meet customer needs by ensuring timely order fulfillment in collaboration with the UPS warehouse and transportation teams. Manage customer interactions related to back-orders, order management, patient inquiries, pharmacovigilance, product allocations, and overall workflow between colleagues and customers. Ensure customer feedback is promptly routed to the appropriate department with timely responses. Serve as the primary main point of contact for incoming phone calls.

Requirements

• A minimum of a High School degree is required and five years of experience or a BS Degree with 3 years of experience in a pharmaceutical setting.
• SAP experience is a MUST.
• Experience working alongside analysts and management in the pharmaceutical space.
• Experience with large portfolios and a dynamic fast-paced customer environment.
• Strong customer orientation.
• Understanding of supply chain & manufacturing process is a plus.
• Basic understanding of key marketing functions and strategies are essential.
• Strong proficiency in verbal and written communications and presentation development is essential.
• Intermediate-Advanced level of Microsoft Office (Especially Excel).

Responsibilities

• Support and execute the customer service strategy, ensuring alignment with business objectives.
• Manage third-party vendor interactions, ensuring they meet service expectations, contractual obligations, and reporting requirements.
• Lead customer service process improvements, focusing on enhancing in-house efficiencies while optimizing third-party collaborations.
• Oversee 3PL vendor performance, ensuring reporting accuracy, timely data exchange, and continuous service excellence.
• Monitor and manage the entry of product information into customer systems, ensuring accuracy and compliance.
• Generate and distribute reports, including open order and back-order reports, while developing customized reports based on customer requests.
• Ensure timely and accurate order processing, including rekeying urgent orders as necessary.
• Serve as the primary point of contact for customer interactions, proactively addressing inquiries and concerns.
• Respond to customer and patient inquiries about product availability, pharmacovigilance protocols, and order-related issues.
• Support and track the Failure to Supply/Penalty process, ensuring fulfillment aligns with customer forecasts.
• Continuously monitor key performance metrics, identifying areas for improvement and ensuring high service levels.
• Act as a liaison between Exelan operations, supply chain teams, and UPS warehouse operations to ensure seamless execution of order flows.

Benefits

• 401(k) savings plan and matching
• Health insurance – medical/dental/vision
• Health savings account (HSA)
• Flexible spending account (FSA)
• Paid time off (PTO) – vacation/sick/flextime
• Paid holidays
• Short-term disability (STD)
• Long-term disability (LTD)
• Parental leave
• Paid and unpaid family leave
• Employee discounts

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Merchant Wholesalers, Nondurable Goods
• Education Level: High school or GED