Title:  Manager, Customer Service - Innovative Medicines, Cranbury, NJ - Hybrid

Driven by a bold pursuit of science and fueled by an unwavering commitment to patients, Sun Pharma is a leading global pharmaceutical company, providing high-quality medicines trusted by healthcare professionals and patients.

As part of our mission to Reach People and Touch Lives, we deliver Innovative Medicines, Generics and Consumer Healthcare products that improve the lives of millions of people. With a broadly diversified portfolio of products that span multiple therapeutic areas, we improve access to effective, affordable treatments that promote better health and well-being.

Reaching People. Touching Lives. 

Job Summary:

Manage team of 3 Customer Service Representatives to process purchase orders and 3PL service provider to schedule delivery of products to full-line wholesalers, specialty distributors, pharmacies and physician offices. Works closely with the Senior Trade Analyst, Finance, Reverse Logistics, Contract Administration and Pricing and plays integral role with the overall order to cash process. 

Responsibilities:

• Manage overall processing of purchase orders for the entire Sun Pharma brand product portfolio, includes purchase orders submitted via EDI and manually.
• Lead, coach, and manage a customer service team of 2–4 representatives to ensure high performance and excellent customer satisfaction.
• Approve and manage team timekeeping, including vacation, sick, and personal time, as well as weekly time card approvals.
• Maintain the Customer Service SOP’s and update when necessary to meet the growing business needs of the organization.
• Participate in cross-functional team meetings with3PL service provider, reverse logistics, accounts payable, EDI, IT, DSCSA, manufacturing, finance, legal, compliance to address business needs as they arise.
• Build and maintain strong working relationships with internal stakeholders and the company’s third‑party logistics (3PL) partners.
• Partner with new customers and internal cross‑functional teams to successfully onboard new accounts and maintain accurate setup and updates for existing accounts.
• Collaborate with the customer service and trade teams to monitor and manage inventory levels, helping to prevent shortages and fulfillment issues.
• Utilize Sun Pharma wholesaler and specialty distributor data aggregation tool to create channel management reports such as wholesaler service levels, on hand inventory, demand, omits, lost sales and other metrics to maintain optimal inventory levels in all channels at all times.
• Process customer purchase orders and oversee order tracking from shipment through final delivery and identify solutions to issues as they arise.
• Serve as a primary point of contact between customer purchasing teams and Sun Pharma to ensure clear communication and issue resolution.
• Support Customer Service Representatives as they coordinate directly with customers and shipping partners to ensure orders are delivered on time and in full (OTIF).

Education & Qualifications:

• Bachelor’s degree in Business, Supply Chain, Operations, or a related field, or equivalent professional experience.
• 3–5 years of customer service experience in pharmaceutical industry preferred but not required and at least 1–2 years in a supervisory or team‑lead role.
• Proven ability to manage, coach, and support a small customer service team in a fast‑paced environment.
• Strong understanding of order management, purchase order processing, and order‑to‑delivery workflows.
• Experience working with third‑party logistics (3PL) providers and internal cross‑functional teams.
• Ability to manage multiple customer accounts and maintain accurate account setup and documentation.
• Experience coordinating with inventory, trade, or supply chain teams to support inventory management and order fulfillment.
• Strong communication and relationship‑building skills, with the ability to serve as a key liaison between
• Strong understanding and ability to maneuver through SAP, Excel and PowerPoint.

The presently-anticipated base compensation pay range for this position is $110,500 to $135,000. Actual base compensation may vary based on a number of factors, including but not limited to geographical location and experience. In addition, this position is part of the Annual Performance Bonus Plan. Employees are eligible to participate in Company employee benefit programs which include medical, dental and vision coverage; life insurance; disability insurance; 401(k) savings plan; flexible spending accounts; and the employee assistance program. Employees also receive various paid time off benefits, including vacation time and sick time.
The compensation and benefits described above are subject to the terms and conditions of any governing plans, policies, practices, agreements, or other materials or documents as in effect from time to time, including but not limited to terms and conditions regarding eligibility. If hired, employee will be in an “at-will position” and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company, or individual department/team performance, and market factors.

The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees as assigned to this job. Nothing herein shall preclude the employer from changing these duties from time to time and assigning comparable duties or other duties commensurate with the experience and background of the incumbent(s).

We provide equal employment opportunities for all current employees and applicants for employment. This policy means that no one will be discriminated against because of race, religion, creed, color, national origin, nationality, citizenship, ancestry, sex, age, marital status, physical or mental disability, affectional or sexual orientation, military or veteran status, generic predisposing characteristics or any other basis prohibited by law.
Notice to Agency and Search Firm Representatives:
Sun Pharmaceuticals (Sun) is not accepting unsolicited resumes from agencies and/or search firms for this job posting. Resumes submitted to any Sun employee by a third party agency and/or search firm without a valid written & signed search agreement, will become the sole property of Sun. No fee will be paid if a candidate is hired for this position as a result of an unsolicited agency or search firm referral.

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