Customer Service Manager bei ANI Pharmaceuticals

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, we strive to celebrate our employees in a positive environment.
Our culture empowers everyone to be successful and apply our full potential.

About the Role

The Manager, Customer Service will lead the customer service function and act as a strategic partner to ensure an exceptional experience for customers, wholesalers, distributors, specialty pharmacies, healthcare providers, and internal stakeholders. This role oversees the full spectrum of order management, distribution operations, product availability, and issue resolution—while ensuring strict compliance with pharmaceutical industry regulations.

As a key leader, the Manager will supervise and develop a high-performing customer service team, serve as the primary liaison with the company’s third-party logistics (3PL) provider, and collaborate cross-functionally to enhance processes, elevate customer experience, and support the company’s continued growth.

This position requires a balance of operational excellence, regulatory awareness, and leadership acumen to thrive in a dynamic and highly regulated pharmaceutical environment.

Responsibilities 
Leadership & Team Development

• Lead, coach, and inspire the Customer Service team to deliver best-in-class support while fostering professional growth and engagement
• Define clear performance goals, establish service-level standards, and regularly review results against key performance metrics
• Champion a culture of accountability, responsiveness, and continuous improvement

Customer Experience & Relationship Management

• Act as the senior escalation point for complex order inquiries and critical customer issues
• Build and sustain strong, trust-based relationships with customers, including wholesalers, distributors, specialty pharmacies, and healthcare providers
• Ensure consistent, professional communication across all channels (phone, email, EDI, and ordering platforms)
• Oversee account setup, contract pricing validation, and account maintenance to ensure accuracy and compliance

Order Management & Fulfillment

• Direct all aspects of order processing, pricing, allocation, and fulfillment with a focus on accuracy and compliance
• Lead execution of product launches, backorders, recalls, and allocation strategies in close partnership with Supply Chain, Regulatory, and Quality
• Monitor order patterns, identify risks, and proactively address potential supply disruptions

3PL & Distribution Oversight

• Serve as the primary point of contact with the company’s 3PL partner, managing warehousing, shipping operations, inventory reconciliation, and distribution performance
• Monitor and enforce service-level agreements (SLAs), escalating issues and driving resolutions
• Collaborate with 3PL and internal stakeholders to identify opportunities for cost savings, efficiency, and improved customer delivery

Compliance & Quality Assurance

• Ensure all order management activities meet FDA, DEA, DSCSA, and PDMA requirements
• Oversee compliance with serialization and product traceability under DSCSA
• Maintain accurate, auditable documentation for orders, customer communications, and issue resolution
  Support regulatory inspections and internal/external audits with timely documentation and responses

Reporting, Analysis & Process Improvement

• Develop and deliver reports on customer service performance, order trends, product availability, and logistics KPIs
• Identify recurring issues and implement corrective and preventive measures to drive customer satisfaction and operational efficiency
• Lead SOP development, system enhancements, and cross-functional process improvement initiatives
• Partner with IT and Finance to optimize ERP/order management workflows and reporting tools

Requirements

• Bachelor’s degree in Business, Supply Chain, Healthcare Administration, or related field required.
• Minimum 5–7 years of progressive customer service/order management experience, with at least 2 years in a supervisory or management capacity
• Pharmaceutical, biotech, medical device, or healthcare distribution experience strongly preferred
• Prior experience managing 3PL partnerships and distribution operations preferred
• In-depth knowledge of pharmaceutical distribution, order management, controlled substances, and traceability requirements
• Strong leadership and people management skills; proven ability to build, motivate, and retain high-performing teams
• Exceptional communication, negotiation, and stakeholder management skills
• Analytical thinker with strong problem-solving abilities; experience driving improvements through data and KPIs
• Proficiency in ERP/order management systems (SAP, Oracle, JD Edwards, or similar) and Microsoft Office Suite
• Familiarity with FDA, DEA, DSCSA, PDMA, and SOX compliance requirements
• Ability to thrive in a fast-paced, regulated, multi-site environment
   

The base salary range for this position is $110,000 - $150,000 ; 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.