ANI Pharmaceuticals, Inc.
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About the Company ANI Pharmaceuticals is dedicated to improving and enhancing patients' lives through the manufacturing and distribution of high-quality pharmaceutical products. With a diverse portfolio of generic and branded pharmaceuticals, ANI partners with healthcare providers, pharmacists, and patients worldwide, making our products accessible across a broad range of therapeutic areas.
About The Role The Senior Manager, Customer Service will lead ANI’s customer service and order management operations, ensuring an exceptional experience for customers, wholesalers, distributors, specialty pharmacies, healthcare providers, and internal stakeholders. The role involves managing order management, distribution operations, product availability, and issue resolution while maintaining compliance with FDA, DEA, DSCSA, and PDMA regulations.
Responsibilities
Lead, coach, and inspire the Customer Service team to deliver exceptional support.
Define and manage team performance goals, service-level standards, and KPI tracking.
Act as the escalation point for complex or critical order inquiries and build trust‑based relationships with wholesalers and specialty pharmacies.
Oversee customer account setup, pricing validation, and maintenance to ensure accuracy and compliance.
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.
Serve as the primary contact with ANI’s 3PL partner for warehousing, inventory, and shipping operations.
Monitor service‑level performance of 3PL and collaborate to identify efficiency and cost‑saving opportunities.
Ensure order management activities align with FDA, DEA, DSCSA, PDMA, and SOX requirements.
Maintain accurate and auditable documentation of orders and customer communications.
Provide regular reporting on order and shipment activity, service metrics, and logistics KPIs.
Identify recurring issues, lead root cause analysis, and drive process improvements.
Collaborate with IT, Finance, and other functions to optimize ERP and reporting capabilities.
Skills & Experience
Strong leadership and people‑management skills with a 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 analyze large data sets across multiple systems to identify issues and drive resolution.
Strong problem‑solving capabilities and a track record of process improvements.
Customer‑first mindset with ability to thrive under pressure and manage multiple priorities.
Analytical, 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.
Requirements
Bachelor’s degree in Business, Supply Chain, Healthcare Administration, or related field.
Minimum 7‑10 years of progressive experience in customer service or order management, with at least 2 years in a managerial role.
Pharmaceutical industry experience required; generic pharmaceuticals strongly preferred.
Prior experience managing 3PL and distribution operations.
Ability to work effectively in a hybrid work model with presence in the Princeton, NJ office.
Salary & Benefits The base salary range for this position is $130,000 – $165,000, depending on experience, skills, education, location, and performance. The role is eligible for a competitive short‑term incentive program. Benefits include health insurance, life and disability insurance, retirement savings plans, paid leave, holidays, and paid time off, many of which are fully or partially subsidized by the company.
Location: Princeton, NJ (hybrid work model with office presence).
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About the Company ANI Pharmaceuticals is dedicated to improving and enhancing patients' lives through the manufacturing and distribution of high-quality pharmaceutical products. With a diverse portfolio of generic and branded pharmaceuticals, ANI partners with healthcare providers, pharmacists, and patients worldwide, making our products accessible across a broad range of therapeutic areas.
About The Role The Senior Manager, Customer Service will lead ANI’s customer service and order management operations, ensuring an exceptional experience for customers, wholesalers, distributors, specialty pharmacies, healthcare providers, and internal stakeholders. The role involves managing order management, distribution operations, product availability, and issue resolution while maintaining compliance with FDA, DEA, DSCSA, and PDMA regulations.
Responsibilities
Lead, coach, and inspire the Customer Service team to deliver exceptional support.
Define and manage team performance goals, service-level standards, and KPI tracking.
Act as the escalation point for complex or critical order inquiries and build trust‑based relationships with wholesalers and specialty pharmacies.
Oversee customer account setup, pricing validation, and maintenance to ensure accuracy and compliance.
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.
Serve as the primary contact with ANI’s 3PL partner for warehousing, inventory, and shipping operations.
Monitor service‑level performance of 3PL and collaborate to identify efficiency and cost‑saving opportunities.
Ensure order management activities align with FDA, DEA, DSCSA, PDMA, and SOX requirements.
Maintain accurate and auditable documentation of orders and customer communications.
Provide regular reporting on order and shipment activity, service metrics, and logistics KPIs.
Identify recurring issues, lead root cause analysis, and drive process improvements.
Collaborate with IT, Finance, and other functions to optimize ERP and reporting capabilities.
Skills & Experience
Strong leadership and people‑management skills with a 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 analyze large data sets across multiple systems to identify issues and drive resolution.
Strong problem‑solving capabilities and a track record of process improvements.
Customer‑first mindset with ability to thrive under pressure and manage multiple priorities.
Analytical, 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.
Requirements
Bachelor’s degree in Business, Supply Chain, Healthcare Administration, or related field.
Minimum 7‑10 years of progressive experience in customer service or order management, with at least 2 years in a managerial role.
Pharmaceutical industry experience required; generic pharmaceuticals strongly preferred.
Prior experience managing 3PL and distribution operations.
Ability to work effectively in a hybrid work model with presence in the Princeton, NJ office.
Salary & Benefits The base salary range for this position is $130,000 – $165,000, depending on experience, skills, education, location, and performance. The role is eligible for a competitive short‑term incentive program. Benefits include health insurance, life and disability insurance, retirement savings plans, paid leave, holidays, and paid time off, many of which are fully or partially subsidized by the company.
Location: Princeton, NJ (hybrid work model with office presence).
#J-18808-Ljbffr