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Customer Service Operations Analyst
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About the Role
Reporting to the Senior Customer Service Manager, the Customer Service Operations Analyst will serve as a key bridge between commercial operations, customer service, supply chain, and data analytics. This role combines order management and 3PL execution with reporting, analytics and dashboards that help Sales and Supply Chain monitor performance and resolve issues quickly. The position requires an understanding of pharmaceutical distribution practices, ERP systems, and analytics tools, along with strong communication and problem-solving skills.
Responsibilities
Customer Support & Relationship Management
- Serve as a primary point of contact for customers, wholesalers, distributors, specialty pharmacies, and healthcare providers regarding orders, product availability, shipments, and returns.
- Maintain strong relationships with customers and internal stakeholders (Sales, Finance, Operations, Regulatory, Quality, and IT).
- Communicate proactively regarding order status, delays, product allocations, and launch readiness. Manage new customer setup, contract alignment, and master data accuracy within ERP and revenue management systems.
Order Management & Fulfillment
- Process and validate customer purchase orders, ensuring compliance with pricing, contract terms, and company policies.
- Partner closely with the 3PL provider to monitor order processing, inventory, shipping accuracy, and issue resolution. Coordinate backorders, allocations, and recall activities with Supply Chain and Quality. Maintain audit-ready documentation in compliance with FDA, DEA, DSCSA, and PDMA regulations.
Business Analysis & Reporting
- Develop and maintain operational and performance dashboards for customer service metrics (orders processed, fill rates, service levels, returns, and backorders).
- Analyze sales order patterns, customer data, and inventory trends to identify opportunities for efficiency and improvements in customer experience. Provide business insights to Sales, Supply Chain, and Finance through data visualization tools (Power BI, Tableau, Excel).
Process, Data & Systems
- Partner with IT and process owners to improve ERP workflows, reduce manual work, and make reporting more reliable.
- Help keep customer, product, and pricing data accurate across systems so orders, invoices and reports are correct. Support continuous improvement initiatives that enhance accuracy, turnaround time, and compliance.
Skills
- Strong analytical and problem-solving abilities with proficiency in data analysis, reporting, and visualization.
- Excellent written and verbal communication skills.
- Exceptional attention to detail and organizational skills.
- Strong working knowledge of Microsoft Office Suite (Excel, Outlook, Word, PowerPoint).
- Ability to manage multiple priorities in a fast-paced, regulated environment.
- Customer-first mindset with an analytical and process-oriented approach.
- Ability to translate data insights into operational improvements. Collaborative team player who builds strong cross-functional relationships.
Requirements
- Bachelor’s degree in Business, Supply Chain Management, Data Analytics, or related field.
- Minimum of 4–6 years of combined experience in customer service, sales operations, or business analysis within the pharmaceutical, biotech, or healthcare industry.
- Experience with ERP systems (SAP, Oracle, JD Edwards, or similar) and data visualization/reporting tools (Power BI, Tableau, or Excel).
- Prior experience collaborating with third-party logistics (3PL) providers strongly preferred. Familiarity with pharmaceutical distribution and compliance regulations (FDA, DEA, DSCSA, PDMA) required.
The base salary range for this position is $85,000 - $105,000; the exact salary depends on various factors such as experience, skills, education, location, competencies and industry-specific knowledge.
ANI Pharmaceuticals offers a variety of benefits to eligible employees, including health insurance coverage, life and disability insurance, retirement savings plans, paid leave programs, paid holidays and paid time off. Many of these benefits are subsidized or fully paid for by the company.
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