Customer Operations Specialist

We are seeking an experienced Senior Pharmaceutical Customer Operations Specialist to support day-to-day customer operations for a leading pharmaceutical organization.

This role will manage customer orders, inventory, billing, customer escalations, shipping issues, and order fulfillment, while also supporting controlled substance (CII–CV) compliance and SOM processes.

The ideal candidate will have pharmaceutical industry experience, strong order management/customer service skills, and the ability to independently resolve issues, work across multiple teams, and identify opportunities for process improvement.

• Manage day-to-day customer orders, purchase orders, order entry, inventory, and order fulfillment.
• Support controlled substance (CII–CV) processes and compliance requirements.
• Handle customer inquiries, complaints, escalations, and follow-up to ensure timely resolution.
• Coordinate with 3PL/logistics partners regarding shipments, deliveries, and shipping errors.
• Support billing and billing preparation and help resolve pricing or order discrepancies.
• Assist with product allocations, backorders, and inventory management.
• Work closely with Sales, Marketing, Contracts, Pricing, Supply Chain, and other internal teams.
• Maintain accurate customer/account information and support customer portals as needed.
• Analyze operational data, identify problems, and recommend solutions.
• Help develop and improve SOPs, processes, and workflows.
• Support compliance-related activities and ensure department procedures are followed.
• Serve as a resource and mentor for junior customer service/customer operations team members.
• Handle special projects and process improvement initiatives as assigned.
• Work independently and take ownership of issues from identification through resolution.