Position Summary

The Specialist, Customer Service supports day-to-day customer operations and supply chain activities to ensure accurate order processing, inventory availability, and a high level of customer service. This role serves as a key point of contact for customers and internal stakeholders, managing customer inquiries, orders, contracts, and master data while coordinating closely with Supply Chain, Quality, Finance, and third-party partners. Performs plasma lookback activities, data analysis and reporting, and ensures all customer operations are executed in compliance with applicable SOPs, Quality policies, and regulatory requirements.

Essential Functions (ES) and Responsibilities

• Manage day-to-day customer operations activities, including processing pharmaceutical product purchase orders, returns, and credits in accordance with corporate policies and procedures.
• Serve as a primary point of contact for customers, wholesalers, distributors, purchasing groups, and end users to address product inquiries, order status, and issue resolution in a timely and professional manner.
• Triage, document, and escalate customer complaints, product inquiries, Adverse Events, and customer-related issues in accordance with internal procedures, Quality requirements, and regulatory guidelines.
• Support and maintain customer-related contractual and commercial documentation, including CIFs, MSAs, DSAs, CDAs, amendments, new master data forms, pricing records, and associated customer documents.
• Assist with the confirmation, documentation, and distribution of contract terms, pricing, and commercial information to authorized internal stakeholders and distribution partners.
• Maintain accurate and up-to-date customer master data, sales records, and supporting documentation to ensure data integrity, audit readiness, and effective order fulfillment.
• Coordinate with Supply Chain, Warehouse, Finance, Sales, and third-party logistics providers to support inventory availability, order fulfillment, and customer demand.
• Perform inventory analysis, reconciliation, and reporting to support customer requirements, contract commitments, and operational planning.
• Generate, analyze, and distribute reports from SAP, 3PL systems, and internal databases to support customer operations, inventory tracking, forecasting, and decision-making.
• Support plasma lookback activities, including investigation support, documentation, data collection, acknowledgements, and timely coordination with Quality Assurance, Regulatory Affairs, and internal stakeholders.

Job Responsibilities or Job Requirements

Competencies

Experience Requirements

• Provide data, documentation, and operational support for internal and external audits, including FDA and customer audits, as required.
• Follow all applicable SOPs, Quality policies, and cGMP requirements to ensure customer operations activities are performed in a compliant manner.
• Support the maintenance and continuous improvement of departmental SOPs, work instructions, and process documentation related to customer operations.
• Participate in special projects and cross-functional initiatives as assigned to support business objectives and operational excellence.

Core Competencies/Behaviors:

• Demonstrate proficiency in Microsoft Office programs and SAP.
• Ability to work independently with strong judgement and decision-making skills.
• Excellent analytical, written, and verbal communication skills, with the ability to interpret data and communicate insights effectively.

Preferred Experience

Education Requirements: High School diploma or equivalent required.

Experience Requirements: A minimum of 1-2 years of experience in a customer operations, inventory, or supply chain role, with experience using SAP or similar ERP systems, is required.

Preferred Education Requirements: Associates degree or higher in business, finance, supply chain or related field preferred. APICS (American Production and Inventory Control Society) certification or equivalent supply chain certification preferred.

Preferred Experience: 2–4 years of experience in a customer operations, supply chain, or manufacturing environment, preferably within a regulated or pharmaceutical setting, with demonstrated experience supporting inventory management, ERP-based processes, customer order fulfillment, and cross-functional coordination.

Compliance Requirements (ES)

The minimum compliance expectation for this role entails strict adherence to FDA regulations and company policies governing sales and marketing activities. This includes completion of required compliance training, accurate documentation of sales interactions, and adherence to data privacy regulations. Additionally, the role requires proactive participation in compliance reviews, prompt reporting of any potential issues, and ongoing education to stay updated on relevant FDA regulations.