SR Specialist, Customer Operations

Boehringer Ingelheim•Johns Creek, GA

About The Position

The Senior Specialist, Customer Operations ensures Customer Operations is aligned with Boehringer Ingelheim’s business objectives and customer experience strategy. This role supports the planning, execution, and continuous improvement of customer operations, systems, and vendor partnerships. The incumbent translates strategic priorities into actionable initiatives, drives execution of business programs, and promotes a consistent, customer-centric experience across all channels. The role serves as a cross-functional liaison and frontline contact for onshore and offshore vendor teams, supporting operational performance, issue resolution, reporting, escalations, and EDI transactions.

Requirements

Bachelor’s degree required; Business, Marketing, animal health, or a related major preferred. In lieu of a degree, a minimum of eight years of experience in a customer service-related industry.
Minimum of four years’ experience in customer service, sales, animal health, or a related field.
Demonstrated ability to build and maintain strong cross-functional relationships.
Demonstrated ability to use influence and persuasion skills to navigate barriers and conflict.
Ability to adapt communication styles and methods to the audience.
Ability to solve problems.
Strong time management skills.
Working knowledge of software applications, ERP, CRM, and other applications as needed.
Ability to travel up to 15%.
Must be legally authorized to work in the United States without restriction.
Must be willing to take a drug test and post-offer physical, if required.
Must be 18 years of age or older.

Responsibilities

Serve as the primary cross-functional liaison among Customer Care, Marketing, Finance, Demand Planning/Supply Chain, Regulatory, IT, Customer Experience, and other departments as needed.
Act as the frontline point of contact for onshore and offshore vendor teams, resolving daily operational hurdles and technical escalations.
Maintain reporting for vendor compliance.
Monitor real-time service levels and schedule adherence to ensure external teams meet expectations outlined in the SOW.
Maintain performance metrics to support AD in preparing commercial business updates.
Identify and manage systemic errors or routing issues within ERP, CRM, and telephony systems, coordinating with partners for rapid resolution.
Triage issues involving hardware, Genesys, EDI, and Salesforce.
Route escalation inquiries to appropriate parties and manage escalations through completion.
Support EDI Agency transactions and triage EDI issues with the EDI SR Specialist and SR Analyst.