Customer Operations Specialist

Job Title:

Customer Operations Specialist

Job Description

The Customer Operations Specialist serves as a strategic, customer-facing operations resource supporting customers, internal stakeholders, and cross-functional teams. This role focuses on end-to-end order-to-cash activities, timely resolution of customer escalations, operational issue resolution, and consistent service delivery across trade-related business segments. The associate acts as a trusted business partner by proactively identifying risks, resolving operational challenges, improving processes, and driving exceptional customer experiences in a fast-paced environment.

Responsibilities

+ Support end-to-end order management for customers, distributors, wholesalers, hospitals, and internal business partners.

+ Deliver a best-in-class customer experience through proactive communication, timely issue resolution, and strong customer advocacy.

+ Respond to a high volume of inbound and outbound customer and consumer interactions via phone and email, addressing product, order, and service-related inquiries while meeting established service level agreements.

+ Support customer escalations and coordinate resolution efforts with functions such as Supply Chain, Sales, Finance, Quality, and Logistics.

+ Develop and maintain strong relationships with internal and external stakeholders to drive customer satisfaction and operational excellence.

+ Ensure accurate and timely execution of all order-to-cash activities from order placement through invoicing.

+ Assist with invoice processing activities, including mailing invoices and providing invoice copies upon request.

+ Support KPI tracking and operational reporting related to Trade Operations, order management, and trade performance.

+ Evaluate operational processes and recommend improvements that increase efficiency, reduce cycle times, and enhance customer outcomes.

+ Participate in cross-functional projects designed to improve service, compliance, and overall operational effectiveness.

+ Maintain data integrity across SAP and other business systems to support accurate reporting and decision-making.

+ Use business insights and data to support decision-making and customer communication.

+ Ensure adherence to company policies, standard operating procedures, regulatory requirements, and quality standards.

+ Maintain compliance with pharmaceutical industry requirements and respond to customer documentation requests.

+ Support audit preparations and documentation reviews as needed to ensure ongoing compliance.

Essential Skills

+ 3 to 5+ years of experience in Order to Cash, Finance, Business Analytics, Customer Operations, Trade Operations, Customer Service, Supply Chain, Order Management, or related business functions.

+ Proven experience supporting business-to-business customers, preferably in a regulated industry.

+ Proficiency in Microsoft Excel, including functions such as VLOOKUP and pivot tables, as well as strong skills in Outlook, Word, and PowerPoint.

+ Experience utilizing SAP or comparable large ERP systems.

+ Strong customer service skills with polished phone etiquette and customer-facing experience.

+ Demonstrated ability to organize, multi-task, prioritize, and manage time effectively while working with minimal supervision.

+ Ability to operate effectively in a fast-paced environment and handle a high volume of customer interactions.

Additional

Skills & Qualifications

+ Bachelor's degree is preferred, or an equivalent combination of education and experience.

+ Experience in pharmaceutical, healthcare, medical device, or distribution industries.

+ Experience working in a leading global or highly regulated organization.

+ Familiarity with trade operations, customer documentation requirements, and compliance expectations in regulated environments.

+ Strong analytical skills and the ability to interpret data to support operational decisions.

+ Experience contributing to process improvement initiatives and cross-functional projects.

+ Comfort working in a contract-to-hire arrangement, with interest in longer-term opportunities.

Work Environment

This role is based onsite Monday through Thursday from approximately 8:00…