Customer Operations Supervisor

The Customer Operations Senior/Supervisor serves as a key point of contact for day-to-day customer operations across commercial and pipeline pharmaceutical products. This role oversees customer service, order management, inventory, billing, 3PL coordination, escalated customer issues, and account support, with a strong focus on SOM (Sales Order Management) and controlled drug compliance for CII–CV products.

The position also acts as a resource and mentor for team members, supports special projects and process improvements, and ensures customer operations are performed efficiently, accurately, and in compliance with company requirements.

• Own SOM and controlled-drug compliance processes for CII–CV products. 
• Oversee customer order management, inventory, billing, allocations, and backorders. 
• Coordinate with 3PL partners regarding customer shipments, deliveries, and shipping errors. 
• Handle and resolve escalated customer inquiries and complaints in a timely manner. 
• Maintain strong relationships with customers and support top-tier accounts as needed. 
• Research and resolve pricing and order-related issues. 
• Support Sales, Marketing, Contracts, and Pricing teams with promotions and pricing programs. 
• Assist management with data analysis, troubleshooting, reporting, and process improvement. 
• Support customer account management, customer portal maintenance, and other
• Customer Operations activities. 
• Develop and maintain department SOPs, processes, and procedures. 
• Act as a mentor/resource for Customer Operations representatives, supporting their development. 
• Participate in special projects and identify opportunities to improve business processes. 
• Work cross-functionally with internal management and other business teams to ensure efficient operations.