Director Of Customer Service

FORMULATED Solutions•Largo, FL

About The Position

The Director, Customer Operations leads customer service and order management across Formulated Solutions’ sites in a regulated contract manufacturing environment. The role owns the customer experience from order entry and confirmation through fulfillment communications, issue resolution, and post-shipment follow-up. It establishes consistent processes, builds capable teams, and defines performance measures to provide customers with accurate information, dependable commitments, and responsive service. As the customer-facing link between Commercial, Planning, Operations, Logistics, Quality, and Finance, the Director makes customer requirements and service risks visible, secures timely decisions, and follows through on commitments. The role contributes customer demand and order insights to planning but does not own demand or supply planning, SIOP, procurement, inventory, warehousing, or manufacturing. The Director leads customer service teams across sites; oversees order status, backlog, commitments, exceptions, customer updates, and escalations; and works with cross-functional partners to resolve service, delivery, quality, and order-to-cash issues. The role builds service dashboards and improvement processes, develops customer operations staff, and ensures customer communications, records, and practices meet applicable contractual, company, cGMP, confidentiality, and regulatory requirements. Travel is less than 15%.

Requirements

Bachelor’s degree in business, operations, supply chain, or a related field, or equivalent relevant experience.
At least 8 years of progressive experience in customer service, customer operations, order management, or a related function, including leadership of customer-facing teams.
Experience supporting complex business-to-business manufacturing customers and resolving service issues across multiple functions.
Ability to build processes, coach managers and staff, and improve measurable service outcomes across sites.
Strong working knowledge of order-to-cash workflows and ERP systems.
Ability to analyze service data, maintain dashboards, and turn findings into action.
Clear written and verbal communication, customer judgment, change leadership, and ability to influence peers without direct authority.
Strong analytical skills and demonstrated ability to build dashboards, KPIs, and actionable insights.
Ability to travel less than 15%.

Nice To Haves

Experience in a CDMO, contract manufacturing, or regulated manufacturing environment, including OTC, pharmaceutical, medical device, beauty, or personal care products.
Experience with NetSuite or a comparable ERP, new product launches, customer portals, and formal customer performance reviews.
Experience standardizing customer service across multiple sites and improving OTIF, order accuracy, or customer satisfaction.

Responsibilities

Lead customer service teams across sites and establish common standards for order entry, confirmation, change management, customer inquiries, and documentation.
Ensure order details, requested dates, product requirements, and customer instructions are accurately recorded in the ERP and promptly communicated to responsible teams.
Oversee order status, backlog, commitments, and exceptions, and provide customers with accurate updates on availability, schedules, shipments, and changes.
Maintain accurate ERP updates for sales order changes and cancellations, reconciling exceptions with Planning, Finance, and account teams.
Maintain escalation paths for delays, shortages, allocation decisions, and service failures; coordinate recovery plans with accountable functional owners and close the loop with customers.
Partner with Commercial on customer relationships, business reviews, launches, and demand changes while ensuring commitments reflect confirmed operational capability.
Direct reporting key account managers in preparing and following up on quarterly business reviews; align service metrics and commitments with Commercial for specified customers as applicable.
Work with Planning and Operations to confirm realistic promise dates, identify commitment risks, and bring customer priorities and order trends into SIOP and other planning forums.
Work with Planning to reconcile forecasts when sales orders are created, changed, or canceled, including manual adjustments to prevent duplicate or stale ERP demand.
Coordinate with Logistics and site teams on shipping information, customer delivery requirements, and exceptions; monitor delivery outcomes and escalate gaps.
Partner with Quality to route product complaints, deviations, holds, and regulated documentation requests through approved quality processes, and communicate approved updates to customers.
Partner with Finance and Commercial to resolve pricing, order, shipment, billing, deduction, and documentation discrepancies and improve the order-to-cash handoff without assuming collections ownership.
Support new product introductions and technical transfers by defining order setup, customer communications, launch readiness, and service handoffs.
Develop service dashboards with consistent definitions, baselines, targets, owners, and review cadence for OTIF, order accuracy, acknowledgement time, response and resolution time, backlog, and customer escalations.
Review OTIF by customer and product using 80/20 priorities; track safety stock targets and gaps with Planning and Supply Chain, escalating service risks.
Use customer feedback and data to identify recurring issues; lead corrective actions within Customer Operations and coordinate cross-functional improvements, tracking results to closure.
Improve ERP data quality, customer records, workflow controls, and standard operating procedures; train teams to use systems consistently and maintain audit-ready records.
Provide executive leadership with concise visibility into service performance, major customer risks, recovery actions, and trends.
Recruit, coach, develop, and retain a customer operations team; establish role clarity, service expectations, development plans, and succession depth.
Build a culture of accountability, proactive communication, sound judgment, cross-site collaboration, and respectful customer relationships.
Ensure customer communications, records, and practices meet applicable contracts, company policies, cGMP, confidentiality, and regulatory requirements in partnership with Quality and Legal as appropriate.
Model Formulated Solutions’ values: People First, Quality Obsessed, Customer Focused, Innovation Driven, and Ownership Mindset.