DIRECTOR OF CUSTOMER SERVICE

FORMULATED Solutions LLC•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 communication, issue resolution, and post-shipment follow-up. The Director builds consistent processes, capable teams, and clear performance measures to provide customers with accurate information, dependable commitments, and responsive service. Serving 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 processes but does not own demand or supply planning, SIOP, procurement, inventory, warehousing, or manufacturing.

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 proven 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, order confirmation, change management, customer inquiries, and documentation.
Ensure orders, requested dates, product requirements, and customer instructions are accurately captured in the ERP and promptly communicated to responsible teams.
Oversee order status, backlog, open commitments, and exceptions, and provide customers with timely, accurate updates about availability, schedules, shipments, and changes.
Own 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 follow through with customers.
Partner with Commercial on key customer relationships, business reviews, launches, and demand changes, 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 Bayer, BDF, Kenvue, Haleon, and Reckitt as applicable.
Work with Planning and Operations to confirm realistic promise dates, identify risks to customer commitments, 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 owning collections.
Support new product introductions and technical transfers by defining order setup, customer communication, launch readiness, and service handoffs.
Develop dashboards with consistent definitions, baselines, targets, owners, and review cadence for OTIF, order accuracy, order 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, coordinate cross-functional improvements, and track results to closure.
Improve ERP data quality, customer records, workflow controls, and standard operating procedures; train teams in consistent system use and maintenance of audit-ready records.
Provide executive leadership with concise visibility into service performance, major customer risks, recovery actions, and trends.
Recruit, coach, develop, and retain the 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.