Senior Manager, Customer Service

Role Summary

The Senior Manager, Customer Service will lead ANI’s customer service and order management operations, ensuring exceptional experience for customers, wholesalers, distributors, specialty pharmacies, healthcare providers, and internal stakeholders. This role oversees order management, distribution operations, product availability, and issue resolution while maintaining compliance with FDA, DEA, DSCSA, and PDMA requirements. It combines hands-on leadership with regulatory acumen and strategic direction, serving as the primary liaison with ANI’s 3PL provider and driving continuous improvement in service quality, efficiency, and compliance.

Responsibilities

• Leadership and Team Development
  • Lead, coach, and inspire the Customer Service team to deliver exceptional customer support
  • Define and manage team performance goals, service-level standards, and KPI tracking
  • Foster a culture of accountability, responsiveness, and continuous improvement
• Customer Experience & Relationship Management
  • Act as the escalation point for complex or critical order inquiries
  • Build and sustain trust-based relationships with wholesalers, specialty pharmacies, and healthcare providers
  • Oversee customer account setup, pricing validation, and maintenance to ensure accuracy and compliance
  • Ensure consistent, professional and effective communication across phone, email, and EDI/order platforms
• Order Management & Fulfillment
  • Direct all aspects of order entry, pricing, allocation, and fulfillment with a focus on compliance and accuracy
  • Lead execution of product launches, recalls, backorders, and product allocation strategy
  • Monitor order patterns and proactively manage supply challenges
• Collaboration with 3PL (Third-Party Logistics Provider)
  • Serve as the primary day-to-day contact with ANI‚Äôs 3PL partner for warehousing, inventory, and shipping operations
  • Monitor service-level performance and escalate issues as needed to ensure timely resolution
  • Collaborate to identify opportunities for efficiency, cost savings, and improved delivery experience
• Compliance & Quality Assurance
  • Ensure order management activities align with FDA, DEA, DSCSA, PDMA, and SOX requirements
  • Oversee compliance with serialization and product traceability programs
  • Maintain accurate and auditable documentation of orders and customer communications
• Reporting & Continuous Improvement
  • Provide regular reporting on order and shipment activity, service metrics, order trends, product availability, and logistics KPIs
  • Identify recurring issues and lead root cause analysis and process improvements
  • Lead SOP development and collaborate cross-functionally on system and process enhancements
  • Partner with IT and Finance to optimize ERP and reporting capabilities

Skills

• Strong leadership and people management skills; proven ability to develop, motivate, and retain high-performing teams
• In-depth understanding of pharmaceutical distribution, logistics, and compliance requirements
• Excellent communication, negotiation, and stakeholder engagement skills
• Ability to work with large sets of data across multiple systems to identify key issues and trouble-shoot to drive resolution
• Strong problem-solving capabilities and a track record of driving process improvements
• Operates with a customer-first mindset with the ability to thrive under pressure and manage multiple priorities
• Analytical and data-driven decision-maker with experience managing KPIs
• Proficiency in ERP/order systems - preferably SAP and Microsoft Office Suite
• Familiarity with FDA, DEA, DSCSA, PDMA, and SOX regulations

Education

• Bachelor‚Äôs degree in Business, Supply Chain, Healthcare Administration, or related field

Qualifications

• Required: Minimum of 7-10 years of progressive experience in customer service or order management, with at least 2 years in a managerial role
• Required: Pharmaceutical industry experience
• Required: Prior experience managing 3PL (third-party logistics provider) and distribution operations
• Required: Ability to work effectively in a hybrid work model with presence in the Princeton, NJ office