Software Guidance & Assistance, Inc. (SGA, Inc.) ยท 3 days ago
Associate Director- Pharma Customer Service
Hawthorne, NY
Full-time
Onsite
Senior Level, Lead/Staff, Director/Executive
$170K/yr - $185K/yr
7+ years expSoftware Guidance & Assistance, Inc. (SGA) is searching for an Associate Director for a direct placement assignment with one of their premier Pharmaceutical services clients. The Associate Director will oversee customer service, order management, and operational excellence within the generic pharmaceutical business, ensuring accurate order fulfillment and high customer satisfaction.
Information TechnologyStaffing Agency
Hiring Manager
Preston Akromis
Responsibilities
Lead, mentor, and develop the customer service team to ensure accuracy, responsiveness, and high service levels for key accounts
Establish and maintain SOPs to drive operational excellence, compliance, and customer satisfaction
Conduct and lead daily order review meetings with Supply Chain, Customer Service, and Warehouse teams to ensure prioritization, backorder resolution, and accurate fulfillment
Oversee day-to-day sales order processing, ensuring timely shipments and resolution of customer issues
Monitor and analyze daily sales/order flow, proactively identifying and addressing issues in inventory, shipping, and customer service
Partner with Sales and Supply Chain to improve ERP/order management systems for efficiency and scalability
Ensure compliance with company policies and applicable pharmaceutical regulations, including support of programs such as Controlled Substance Ordering Systems (CSOS) and Suspicious Order Monitoring
Partner with cross-functional teams (Portfolio, Supply Chain, Sales, Regulatory, and Marketing) to support new product launches and ensure commercial readiness
Develop and manage launch trackers, timelines, and risk mitigation plans in collaboration with leadership
Support financial processes such as credit claim validation, freight analysis, and customer order thresholds
Build and maintain strong relationships with Sales, Supply Chain, Regulatory, Quality, Finance, and external customers
Drive a culture of accountability, continuous improvement, and customer focus within the team
Provide coaching, training, and succession planning for staff
Present regular updates to senior management on customer service metrics, order trends, and launch progress
Qualification
Required
Bachelor's degree required
7-10 years of experience in Customer Service, Sales Operations, or Commercial Operations within the pharmaceutical industry
Demonstrated success leading customer service/order management teams in a high-volume, regulated environment
Experience with pharmaceutical distribution, order fulfillment, and compliance programs (e.g., CSOS, Suspicious Order Monitoring)
Proven ability to lead cross-functional teams and work collaboratively with senior stakeholders
Strong analytical and financial acumen, with experience managing budgets and improving operational processes
Proficiency in ERP/order systems (SAP preferred) and Microsoft Office Suite (Excel, PowerPoint, Word)
Excellent organizational, communication, and leadership skills, with the ability to thrive in a fast-paced environment
Preferred
Advanced degree (MBA) preferred
Generic pharma experience strongly preferred
Company
Software Guidance & Assistance, Inc. (SGA, Inc.)
SGA is the technology and resource solutions provider driven to stand out. We are a certified women-owned business.
201-500 employees
H1B Sponsorship
Software Guidance & Assistance, Inc. (SGA, Inc.) has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (13)
2024 (12)
2023 (19)
2022 (25)
2021 (41)
2020 (44)
Funding
Current Stage
Growth StageLeadership Team
Peter Taylor
CEO
Andrew Gallagher - CCWP
Senior Vice President - Strategic Partnerships
Company data provided by crunchbase