Manager, Customer Service

Responsibilities

• Lead, coach, and manage a customer service team of 2–4 representatives to ensure high performance and customer satisfaction.
• Manage the overall processing of purchase orders (EDI and manual) for the entire Sun Pharma brand product portfolio.
• Coordinate with 3PL service providers to schedule product delivery to wholesalers, specialty distributors, pharmacies, and physician offices.
• Maintain and update Customer Service SOPs to meet evolving business needs.
• Partner with cross-functional teams including Finance, Reverse Logistics, IT, and Manufacturing to address business needs and optimize the order-to-cash process.
• Monitor inventory levels and utilize data aggregation tools to create channel management reports (service levels, demand, lost sales, etc.).
• Oversee order tracking from shipment through final delivery and resolve any fulfillment issues.
• Manage team administrative tasks, including timekeeping and vacation approvals.

Requirements

• Bachelor’s degree in Business, Supply Chain, Operations, or a related field.
• 1–2 years of experience in a supervisory or team-lead role.
• Proficiency in SAP, Microsoft Excel, and PowerPoint.
• Strong understanding of order management, purchase order processing, and order-to-delivery workflows.
• Proven ability to manage multiple customer accounts and maintain accurate documentation.

Preferred Qualifications

• 3–5 years of customer service experience specifically within the pharmaceutical industry.
• Experience working directly with third-party logistics (3PL) providers.
• Experience coordinating with inventory, trade, or supply chain teams to support fulfillment.

Benefits

• Comprehensive health and wellness coverage, including medical, dental, and vision.
• Financial security through a competitive 401(k) match program.
• Life insurance and disability coverage.
• Paid time off, including vacation and sick time.
• Access to various employee assistance and financial wellness programs.

About the Company

Sun Pharma is a leading global pharmaceutical company dedicated to providing high-quality medicines that improve the lives of millions. With a diverse portfolio spanning multiple therapeutic areas, we are committed to our mission to Reach People and Touch Lives through innovation and excellence in healthcare.