Senior Manager, Customer Service

About Us

Welcome to ANI Pharmaceuticals, where we are 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 is a trusted partner for healthcare providers, pharmacists, and patients alike. We understand the importance of accessibility, and our products are available across a wide range of therapeutic areas, contributing to the well-being of communities globally.

At ANI Pharmaceuticals, there are opportunities to contribute to our purpose every day. We value authenticity, knowledge, and hard work, and we strive to celebrate our employees in a positive environment.

Our culture empowers everyone to be successful and apply their full potential.

About the Role

The Senior Manager, Customer Service will lead ANI’s customer service and order management operations, ensuring exceptional experience for customers, wholesalers, distributors, specialty pharmacies, healthcare providers, and internal stakeholders. This individual will oversee order management, distribution operations, product availability, and issue resolution while maintaining compliance with FDA, DEA, DSCSA, and PDMA requirements.

This role requires a hands-on leader with a blend of operational expertise, regulatory acumen, and strategic leadership with the ability to manage a high-performing team, serve as the primary liaison with ANI’s third-party logistics (3PL) provider, and drive continuous improvement in service quality, efficiency, and compliance. The Customer Service Manager will have a unique ability to lead a team while operating in a hands-on manner as needed to get the job done. Must be comfortable interfacing with cross-functional internal constituents including senior leadership.

Responsibilities

Leadership and Team Development

• Lead, coach, and inspire the Customer Service team to deliver exceptional customer support
• Define and manage team performance goals, service-level standards, and KPI tracking
Foster a culture of accountability, responsiveness, and continuous improvement

Customer Experience & Relationship Management

• Act as the escalation point for complex or critical order inquiries
• Build and sustain trust-based relationships with wholesalers, specialty pharmacies, and healthcare providers
• Oversee customer account setup, pricing validation, and maintenance to ensure accuracy and compliance
• Ensure consistent, professional and effective communication across phone, email, and EDI/order platforms

Order Management & Fulfillment

• 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
• Monitor order patterns and proactively manage supply challenges

Collaboration with 3PL (Third-Party Logistics Provider)

• Serve as the primary day-to-day contact with ANI’s 3PL partner for warehousing, inventory, and shipping operations
• Monitor service-level performance and escalate issues as needed to ensure timely resolution
• Collaborate to identify opportunities for efficiency, cost savings, and improved delivery experience

Compliance & Quality Assurance

• Ensure order management activities align with FDA, DEA, DSCSA, PDMA, and SOX requirements
• Oversee compliance with serialization and product traceability programs
• Maintain accurate and auditable documentation of orders and customer communications

Reporting & Continuous Improvement

• Provide regular reporting on order and shipment activity, service metrics, order trends, product availability, and logistics KPIs
• Identify recurring issues and lead root cause analysis and process improvements
• Lead SOP development and collaborate cross-functionally on system and process enhancements
• Partner with IT and Finance to optimize ERP and reporting capabilities

Skills

• Strong leadership and people management skills; 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 work with large sets of data across multiple systems to identify key issues and trouble-shoot to drive resolution
• Strong problem-solving capabilities and a track record of driving process improvements
• Operates with a customer-first mindset with the ability to thrive under pressure and manage multiple priorities
• Analytical and 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 required
• Minimum of 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 (third-party logistics provider) and distribution operations
Ability to work effectively in a hybrid work model with presence in the Princeton, NJ office

The base salary range for this position is $130,000 - $165,000; the exact salary depends on various factors such as experience, skills, education, location, competencies and industry-specific knowledge. In addition to base salary, this position is eligible for participation in a competitive short term incentive program based on performance and company results.

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.