Senior Customer Service Representative

Job Description About the Role The Senior Customer Service Representative (CSR) will be a primary point of contact for customers, wholesalers, distributors, healthcare providers, and internal stakeholders regarding order management, product availability, shipments, and issue resolution. This role requires strong communication skills, attention to detail, and the ability to work closely with a third-party logistics (3PL) partner to ensure seamless order fulfillment and compliance with pharmaceutical distribution requirements. The CSR will serve as a liaison between customers and internal departments (Sales, Finance, Operations, Regulatory, Quality, and IT) while maintaining compliance with pharmaceutical regulations. Responsibilities Customer Support & Relationship Management Serve as the first point of contact for customer inquiries related to orders, product information, shipments, returns, and general serviceBuild and maintain strong relationships with wholesalers, specialty pharmacies, healthcare providers, and distributorsCommunicate professionally and proactively via phone, email, and ordering platformsManage new customer setup and account maintenanceProvide timely updates regarding order status, delays, and product availability Order Management & Fulfillment Enter and process customer purchase orders in alignment with contracts, pricing, and distribution policiesPartner with the 3PL to track orders and resolve delivery issuesCoordinate internal communication for backorders, allocations, and product launchesManage product returns, replacements, and recalls in accordance with company SOPs and industry regulations Collaboration with 3PL (Third-Party Logistics Provider) Act as the day-to-day contact with the 3PL for order processing, warehousing, inventory, and shippingInvestigate and resolve discrepancies in shipments, delivery records, and inventory countsEscalate logistics issues as needed and ensure timely resolution Compliance & Documentation Ensure adherence to FDA, DEA, and DSCSA requirements for order processing, especially regarding controlled substancesMaintain accurate and auditable records of customer interactions, transactions, and issue resolutionSupport product traceability and serialization compliance initiatives Reporting & Process Improvement Provide regular sales activity and order fulfillment reportingIdentify recurring service issues and recommend process enhancementsAssist in the development and refinement of customer service SOPs SkillsStrong verbal and written communication; ability to engage professionally with a wide range of stakeholdersHigh attention to detail, accuracy, and documentation standardsCustomer-focused mindset with a commitment to high-quality serviceProven problem-solving abilities; able to anticipate issues and resolve them quicklyOrganized and efficient in managing multiple priorities in a fast-paced, regulated environmentCollaborative team player with ability to work independently when neededProficiency in Microsoft Office (Excel, Outlook, Word) and ERP/order management systems (SAP, Oracle, JD Edwards, etc.)Knowledge of pharmaceutical compliance standards (FDA, DEA, DSCSA, PDMA) preferred Requirements High school diploma or equivalent required; Bachelor's degree preferredMinimum 8 years of customer service or order management experiencePharmaceutical industry experience required, generic pharmaceuticals preferredExperience working with a 3PL or logistics/distribution partner highly preferredAbility to manage urgent situations, product shortages, and time-sensitive requestsStrong organizational and multitasking skillsAbility to work in a hybrid model with in-office presence in Princeton, NJ The base salary range for this position is $85,000 to $105,000; the exact salary depends on various factors such as experience, skills, education, location, competencies and industry-specific knowledge. 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. 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.