Senior Manager, Customer Service

Responsibilities

• Lead, mentor, and develop a team of five Customer Service Representatives, fostering a culture of accountability and continuous improvement
• Oversee day-to-day customer service operations, including order processing, inquiry management, and issue resolution
• Establish and monitor service level agreements (SLAs) and key performance indicators (KPIs) to ensure service quality
• Partner with Sales, Supply Chain, Logistics, and Finance to manage allocations, backorders, and delivery challenges
• Ensure strict compliance with Good Distribution Practices (GDP), company SOPs, and regulatory requirements
• Act as a strategic liaison for the Private Label Generic business, managing forecasting, ordering, and fulfillment commitments
• Oversee customer complaint handling and ensure appropriate documentation for pharmacovigilance and adverse event reporting

Requirements

• Bachelor's degree in Business Administration, Supply Chain, Life Sciences, or a related field
• 7+ years of customer service or customer operations experience, preferably in the pharmaceutical or healthcare sector
• 5+ years of people management experience leading customer service or operations teams
• Proficiency in ERP systems, specifically SAP
• Deep understanding of pharmaceutical distribution, GDP, and regulatory environments
• Strong analytical skills with a data-driven mindset for reporting and process enhancement

Preferred Qualifications

• Experience working with Third-Party Logistics (3PL) providers within the Canadian pharmaceutical market
• Experience managing customer service for Innovative Medicines, Brands, Generics, or Biosimilars
• Bilingualism is considered an asset

Benefits

• Comprehensive health and wellness coverage, including medical, dental, and vision
• Financial security through a competitive RRSP match program and financial wellness resources
• Life insurance and employee assistance programs
• Paid time off benefits, including vacation and sick time

About the Company

Sun Pharma is a leading global pharmaceutical company dedicated to providing high-quality medicines that improve the lives of millions. Driven by a bold pursuit of science and an unwavering commitment to patients, we deliver a diverse portfolio of Innovative Medicines, Generics, and Consumer Healthcare products.