Senior Manager, Customer Service

Sun Pharmaceutical Industries Ltd•Brampton, ON

39d•CA$114,500 - CA$140,000•Hybrid

About The Position

The Senior Manager, Customer Service Canada Commercial is responsible for leading, coaching, and developing a team of five Customer Service Representatives while ensuring the delivery of exceptional customer experiences across pharmaceutical operations. This role provides strategic oversight of order management, customer support, using regulatory compliance, acting as a critical liaison between customers and internal stakeholders including Sales, Supply Chain, Quality, Finance, and Regulatory Affairs for Innovative Brands, Generics and Biologics/Biosimilars. In addition, this role will work closely with the Third-Party Logistics Manager to measure and improve an exceptional customer experience from our 3PL and distribution partners. The Senior Manager, Customer Service Canada Commercial will also take on some account management responsibilities for our growing Private Label Generic business. The successful candidate will provide order support, fulfillment, invoicing and constant communication for corporate clients and Private Label Generics, responsibility will be to lead and utilize the CS team to deliver required management. The Senior Manager, reporting into the Sr Director of Commercial Operations, Generics and Consumer Heath ensures operational excellence, compliance with Good Distribution Practices (GDP), and continuous improvement across customer service processes in a highly regulated environment.

Requirements

Bachelor’s degree in Business Administration, Supply Chain, Life Sciences, or a related field or equivalent work experience
7+ years of customer service or customer operations experience is required, preferably within pharmaceutical, healthcare, or other regulated industries
5+ years of people management experience leading customer service or operations/logistics teams is required.
Strong experience working within ERP systems (e.g., SAP) is required
Expertise in Order to Cash processes within pharmaceutical sector is required
Proven people leadership and coaching capabilities is required
Strong strategic thinking and operational execution skills
Deep understanding of pharmaceutical distribution, GDP, and regulatory environments
Excellent communication, conflict management, and stakeholder influence skills
Data-driven mindset with strong analytical and reporting skills
High attention to detail and ability to manage complexity in a fast-paced environment

Nice To Haves

Advanced degree or certifications in leadership, supply chain, or quality systems, an asset
Strong experience working with 3PL, within the Canadian pharmaceutical market an asset
Experience in customer service with Innovative Medicines, Brands, Generics and Biosimilar sectors an asset
Bilingual would be an Asset
Past experience managing Customer Service Teams- pharma

Responsibilities

Lead, mentor, and develop a team of five Customer Service Representatives, fostering a culture of accountability, engagement, and continuous improvement
Set clear performance expectations, conduct regular coaching, and manage performance reviews
Support onboarding, training, and professional development aligned with business needs and regulatory requirements
Ensure appropriate coverage, workload balance, and succession planning
Create a new standard of service delivery and customer care across all commercial business in Canada
Work collaboratively with stakeholders to ensure 100% compliance and reporting responsibility. Delivering metric outcomes to track performance.
Oversee day-to-day customer service operations, including order processing, inquiry management, and issue resolution across team and all commercial businesses.
Establish service level agreements (SLAs) and key performance indicators (KPIs) to measure service quality, efficiency, and customer satisfaction
Analyze customer service metrics and trends to identify risks, opportunities, and process enhancements
Serve as escalation point for complex customer issues and high-impact service disruptions
Act as Point of Contact for Gx Private Label business, ensuring timely forecasting, ordering and delivering on MTO commitments
Work closely with Corporate Account Team on managing Private Label business opportunities
Ensure accurate and timely order-to-cash execution through ERP systems (e.g., SAP)
Partner closely with Sales, Marketing, Supply Chain, Logistics, and Warehouse teams to manage allocations, backorders, and delivery challenges
Oversee returns, credits, invoicing discrepancies, and allocations.
Ensure compliance with Good Distribution Practices (GDP), company SOPs, and applicable regulatory requirements
Oversee customer complaint handling and ensure appropriate documentation and escalation, including pharmacovigilance and adverse event reporting
Support internal and external audits and inspections by maintaining accurate records and controls
Proactively identify compliance risks and implement corrective and preventive actions (CAPAs)
Act as a strategic partner to Innovative Products, Branded, Generics and Consumer Healthcare Sales and Commercial Operations, Finance, Quality Assurance, Regulatory Affairs, and IT
Support commercial initiatives by providing insights on customer behavior, service trends, and account performance
Contribute to business planning, forecasts, and customer communication strategies
Lead initiatives to improve processes, workflows, and system usage to enhance efficiency and customer experience
Support ERP/CRM enhancements, testing, and user adoption
Champion standardization and best practices across customer service operations
Report any adverse event received from customers for company products to the pharmacovigilance department / Drug Safety on the same day or within 1 business day