Manager/Senior Manager, Customer Service (Remote)

As a Manager/Sr. Manager, Customer Service for Granules Pharmaceuticals, Inc. you will be responsible for ensuring a high level of service is provided to our customers. You will lead Granules Customer Service function and be responsible for communications between the customer and warehouse management relative to the daily work product, status, and expectations. Additionally, you will help with bid responses along with other customer partnership responsibilities. This is a hand on position.

• Lead, develop and implement effective processes for order fulfillment, FTS claim resolution within the customer service team
• Develop and manage metrics to drive continuous improvement and customer service excellence
• Develop sound and productive relationships with internal and external customers.
• Develop, maintain and enforce the use of the standard work processes which may be customer specific or internal focused.
• Lead efforts to drive improvements in our customer scorecards.-OTIF measure, Customer score card understanding and expectation with 3PL.
• Manage special projects that impact service team.
• Partner with sales, supply chain and marketing to develop ideas for unique service offerings and solutions.
• Overlook the order management and ensure that the team processes all orders that come through system and one off that come manually.
• Overlook allocation along with SCM and be fully aware of the SOM process.
• Should have a working knowledge of serialization and EDI
• Overlook the return process.
• Work on identifying root cause and mitigating overages/underage’s.
• Ability to work with the team to automate and help scale our business.

Requirements

• Minimum High School diploma, GED or equivalent, Bachelor’s degree preferred.
• 7-10+ years experience in Customer Service/3PL/freight forwarding/supply chain/logistics role within Pharmaceutical/Medical device industry.
• Must have hands on knowledge of SAP/ERP.