Senior Customer Service Operations Specialist

Summary of Position

The Senior Customer Service Operations Specialist is a senior individual contributor responsible for operational process ownership, ERP functional leadership, and continuous improvement within the Customer Service department.
This role maintains required hands-on involvement in daily Customer Service activities to ensure operational alignment, regulatory compliance, and system effectiveness.
The position reports to the Director of Customer Service and works in close partnership with the Customer Service Supervisor. This role does not have direct reports or formal people management responsibilities.

Work Schedule: M- F 8am – 5pm

Essential Functions

• Must maintain operational compliance with US and international regulatory agencies and guidelines (i.e. FDA, DEA, EU, HC, TGA, PIC/S, ISO, USP, NRC, cGMP, etc.).
• Operational Leadership & Process Ownership:
  •     Regularly perform core Customer Service functions, including inbound calls, order processing, returns, credits, and issue resolution.
  •     Maintain expert-level knowledge of departmental policies, procedures, and regulatory requirements within a pharmaceutical environment.
  •     Act as escalation point for complex transactional and system-related issues.
  •     Identify process inefficiencies and implement standardized best practices.
  •     Ensure operational workflows align with compliance and audit requirements.
• ERP Functional Lead (Backup Business Owner):
  •     Serve as backup business owner and functional expert for the ERP system within Customer Service.
  •     Write, execute, and document detailed test scripts for system upgrades and enhancements.
  •     Lead and support User Acceptance Testing (UAT).
  •     Partner with IT to ensure system configurations reflect operational and regulatory requirements.
  •     Develop and maintain system documentation and training materials.
• Continuous Improvement Initiatives:
  •     Lead continuous improvement initiatives to improve service levels, order accuracy, and efficiency.
  •     Drive process standardization across North American Customer Service operations (U.S. and Canada).
  •     Support audit readiness and documentation controls.
• Business Analysis & Cross-Functional Collaboration:
  •     Partner with business stakeholders to define requirements and develop business cases.
  •     Translate operational needs into scalable system and process solutions.
  •     Support project planning, implementation, and change management.
  •     Collaborate with Supply Chain, Quality, Finance, IT, and Commercial teams.

Requirements

• Bachelor’s degree preferred.
• 5+ years of Customer Service experience, preferably in pharmaceutical or regulated industry.
• Demonstrated hands-on order processing and customer interaction experience.
• Experience supporting ERP systems and participating in system testing.
• Strong knowledge of compliance-driven environments.
• Experience leading process improvement initiatives.
• Strong analytical, communication, and cross-functional collaboration skills.

Working Conditions:

• This position will work in typical office conditions with extensive time using computer equipment.
• Close attention to detail required.
• Willingness to work in a team-based environment.
• Must be able to work outside of regular work hours, including off shift, weekend, and holiday work as business needs require.
• May be required to sit or stand for long periods of 8+ hours a day while performing duties.  
• Must possess good hand-eye coordination; close attention to detail is required.
• Willingness to complete safety training within allotted timeframes, and work in a team-based environment.
• The position deals with many deadlines. Must be able to work outside of regular work hours, including off shift, weekend, and holiday work as business needs require.