Senior Customer Service Representative

ANI Pharmaceuticals•Princeton, NJ

2d•Hybrid

About The Position

The Senior Customer Service Representative (CSR) will be a primary point of contact for customers, wholesalers, distributors, healthcare providers, and internal stakeholders regarding order management, product availability, shipments, and issue resolution. This role requires strong communication skills, attention to detail, and the ability to work closely with a third-party logistics (3PL) partner to ensure seamless order fulfillment and compliance with pharmaceutical distribution requirements. The CSR will serve as a liaison between customers and internal departments (Sales, Finance, Operations, Regulatory, Quality, and IT) while maintaining compliance with pharmaceutical regulations.

Requirements

High school diploma or equivalent required
Minimum 8 years of customer service or order management experience
Pharmaceutical industry experience required, generic pharmaceuticals preferred
Experience working with a 3PL or logistics/distribution partner highly preferred
Ability to manage urgent situations, product shortages, and time-sensitive requests
Strong organizational and multitasking skills
Ability to work in a hybrid model with in-office presence in Princeton, NJ

Nice To Haves

Bachelor's degree preferred
Knowledge of pharmaceutical compliance standards (FDA, DEA, DSCSA, PDMA) preferred

Responsibilities

Serve as the first point of contact for customer inquiries related to orders, product information, shipments, returns, and general service
Build and maintain strong relationships with wholesalers, specialty pharmacies, healthcare providers, and distributors
Communicate professionally and proactively via phone, email, and ordering platforms
Manage new customer setup and account maintenance
Provide timely updates regarding order status, delays, and product availability
Enter and process customer purchase orders in alignment with contracts, pricing, and distribution policies
Partner with the 3PL to track orders and resolve delivery issues
Coordinate internal communication for backorders, allocations, and product launches
Manage product returns, replacements, and recalls in accordance with company SOPs and industry regulations
Act as the day-to-day contact with the 3PL for order processing, warehousing, inventory, and shipping
Investigate and resolve discrepancies in shipments, delivery records, and inventory counts
Escalate logistics issues as needed and ensure timely resolution
Ensure adherence to FDA, DEA, and DSCSA requirements for order processing, especially regarding controlled substances
Maintain accurate and auditable records of customer interactions, transactions, and issue resolution
Support product traceability and serialization compliance initiatives
Provide regular sales activity and order fulfillment reporting
Identify recurring service issues and recommend process enhancements
Assist in the development and refinement of customer service SOPs