ANI Pharmaceuticals, Inc. · 2 months ago
Senior Manager, Customer Service
500 Alexander Park Drive, Princeton, NJ, 08540, US
Full-time
Hybrid
Senior Level
$130K/yr - $165K/yr
7+ years expANI Pharmaceuticals is dedicated to improving and enhancing patients' lives through high-quality pharmaceutical products. The Senior Manager, Customer Service will lead customer service and order management operations, ensuring exceptional experiences for various stakeholders while maintaining compliance with regulatory requirements.
BiotechnologyHealth CareManufacturingPharmaceutical
Responsibilities
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
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
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
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
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
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
Qualification
Required
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
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
Benefits
Health insurance coverage
Life and disability insurance
Retirement savings plans
Paid leave programs
Paid holidays
Paid time off
Company
ANI Pharmaceuticals, Inc.
ANI Pharmaceuticals, Inc.
501-1000 employees
Funding
Current Stage
Public CompanyTotal Funding
$581.8MKey Investors
Citizens Bank
2024-08-07Post Ipo Debt· $306.8M
2023-05-05Post Ipo Equity· $75M
2021-11-03Post Ipo Equity· $75M
Leadership Team
Krista Davis
SVP, Chief Human Resources Officer
Meredith Cook
SVP, General Counsel and Corporate Secretary
Recent News
Investor's Business Daily
2026-01-13
2026-01-07
Company data provided by crunchbase