Title:  Manager, Customer Service

Responsibilities

• Responsible for the management of the Customer Service team

• Select, train and motivate staff to ensure high level of responsiveness to customer needs

• Establish Standard Operating Procedures (SOPs) to promote customer satisfaction

• Monitor daily sales flow of orders and work closely with the team and staff to make certain the distribution center is kept apprised of any changes in ordering patterns to proactively plan for the efficient shipment of Customer orders, including holiday ordering and strategic product launches

• This includes daily, monthly, quarterly, and annual order pattern changes, strategic product launches and air shipments, as well as releases of backordered items, etc

• Professionally interact with other departments to achieve company goals; Multi-task to perform requirements of the position and met time lines

• Ensure smooth and professional communication between CSR and sales force

• Ensure all orders are shipped in a timely manner, especially at month end closing

• Responsible for hiring, training, and mentoring of employees in department and succession planning

• Must support Controlled Substance Ordering System (CSOS) and Suspicious Order Monitoring Programs

• Review and proactively resolve any inventory, shipping or customer service problems

• Review excess freight charges and advise management

• Ensure daily sales figures are reporting daily including gross GL to date by division, sales by molecule, open orders and on-the-floor numbers

• Effectively manage new system upgrades and implementation to improve internal sales operations processes

• Enhance business processes and find new opportunities for optimization

• Participate in industry meetings and trade shows

• Perform other duties as assigned
 

Qualifications

• Bachelor's degree and minimum 5 years experience managing a Customer Service Department, preferably in the pharmaceutical industry or similar trade

• Excellent verbal/written communication skills and strong managerial skills

• Solid organizational skills and the ability to effectively multi-task in a fast-paced environment

• Proficient in MS Office, including Word and Excel
• Prior experience using SAP system preferred