Manager, Customer Service

Strides Pharma Inc•East Brunswick Township, NJ

About The Position

The Manager, Customer Service is responsible for leading day‑to‑day customer service operations that support pharmaceutical commercial distribution. This role oversees key order‑to‑cash activities, ensures exceptional service delivery, drives operational efficiency, and serves as a central liaison between customers and cross‑functional internal teams. The Manager will lead process improvement initiatives, resolve escalated issues, and ensure adherence to regulatory, contractual, and service‑level requirements. This position requires strong leadership, exceptional communication skills, and deep experience managing customer operations in a regulated environment.

Requirements

Bachelor’s Degree from an accredited college or university and/or equivalent experience
7+ years experience in the pharmaceutical industry
7+ years experience in a Customer Service-related environment
Proficient with Microsoft Office Suite (Heavy Outlook & Excel Usage)
SAP knowledge required
Controlled Product Experience required
Experience working with 3PLs or distribution partners.
Ability to enter, prepare and analyze data accurately
Experience with SAP OTC TCodes
Understanding of regulatory agency requirements and how they affect our daily functions
Demonstrated ability to prioritize multiple tasks, solve complex problems, drive resolution of problems to meet deadlines, and diligence as related to details
Strong interpersonal, verbal, and written communication skills, including the ability to communicate clearly, effectively and professionally with customers and all levels of the organization
Situational analysis and independent thinking skills
Flexibility to work in a team setting or independently, depending on needs of the department
Ability to execute projects, both individually and cross-functionally
Ability to work with minimal direction, rapidly understand the context, the task and take quick initiative to resolve problems
Strong ability to organize, prioritize, and manage time effectively
History of improving processes and increasing efficiencies
Results driven

Responsibilities

Lead and manage daily customer service operations supporting pharmaceutical commercial distribution.
Oversee order‑to‑cash processes, including order entry, call center support, claims management, credits, and service recovery.
Ensure customer requests and inquiries are resolved timely, accurately, and in compliance with company standards.
Serve as a primary liaison between customers and internal teams including Sales, Commercial Operations, Distribution, Supply Chain, Finance, and Quality.
Manage complex customer escalations and provide clear, effective communication to resolve issues.
Support customer ordering governance to prevent over‑ordering and mitigate supply risks.
Manage order processing across multiple communication channels, including pricing review and SAP order entry.
Maintain accurate customer master data and ensure data integrity across systems.
Investigate and resolve customer claims such as shortages, damages, overages, and Failure‑to‑Supply (FTS) incidents.
Partner with third‑party logistics (3PL) providers to track SLA performance and ensure contractual and regulatory compliance.
Work with Sales, Supply Chain, and Commercial Operations to support demand planning, allocation governance, and FTS risk reduction.
Participate in cross‑functional meetings to address operational issues and advance service reliability.
Drive continuous improvement initiatives to enhance productivity, accuracy, and customer experience.
Ensure departmental adherence to SOPs and regulatory requirements.
Support team training efforts and maintain compliance with company and industry accreditation standards.