Deputy Manager - Customer Service

Deputy Manager - Customer Service

About Cipla:

Cipla is a leading global pharmaceutical company, dedicated to high-quality, branded, and generic medicines. We are trusted by healthcare professionals and patients across geographies. Over the last eight decades, we have strengthened our leadership in Indiaas pharmaceutical industry and fortified our promise of strengthening our global focus by consolidating and deepening our presence in the key markets of India, South Africa, the U.S., and other economies of the emerging world. Driven by the purpose aCaring for Lifea, Ciplaas focus has always been on making affordable, world-class medicines with a reputation for uncompromising quality standards across the world. In the last 85 years, Cipla has emerged as one of the most respected pharmaceutical names in India as well as across more than 100 countries. Cipla is a fast-growing pharmaceutical company with a continued focus on the expanse of our strong legacy. Over the last five years, Cipla has significantly expanded its portfolio and presence in the U.S. with both a generic and brand division.

About Exelan Pharmaceuticals:

Exelan Pharmaceuticals is a trusted company in the life sciences industry, dedicated to supplying pharmaceutical products to the United States federal government, with a particular focus on serving the nation's veterans. Their mission is to improve patient healthcare by providing access to quality and affordable medicines. Exelan has become a reliable distributor of critical generic medicines, prioritizing the needs of veterans, active military personnel, and their families. The company encourages partnerships with Veteran-Owned, Service-Disabled Veteran-Owned, Small Disadvantaged, HUBZone, and Women-Owned businesses.

Job Purpose:

• Support Exelan Customer Service to meet customer needs by ensuring timely order fulfillment in collaboration with the UPS warehouse and transportation teams.

• Manage customer interactions related to back-orders, order management, patient inquiries, pharmacovigilance, product allocations, and overall workflow between colleagues and customers.

• Ensure customer feedback is promptly routed to the appropriate department with timely responses.

• Serve as the primary main point of contact for incoming phone calls.

Key Accountabilities:

• Customer Service Operations & Vendor Management

  • Support and execute the customer service strategy, ensuring alignment with business objectives.

  • Manage third-party vendor interactions, ensuring they meet service expectations, contractual obligations, and reporting requirements.

  • Lead customer service process improvements, focusing on enhancing in-house efficiencies while optimizing third-party collaborations.

  • Oversee 3PL vendor performance, ensuring reporting accuracy, timely data exchange, and continuous service excellence.

  • Work with 3PL vendors on open order management, adjusting allocations and ensuring accurate delivery timelines.

• Order Management & Reporting

  • Monitor and manage the entry of product information into customer systems, ensuring accuracy and compliance.

  • Generate and distribute reports, including open order and back-order reports, while developing customized reports based on customer requests.

  • Ensure timely and accurate order processing, including rekeying urgent orders as necessary.

  • Collaborate with IT, Finance, and Contracts teams to enhance business systems and improve order management processes.

  • Ensure that business systems are functioning correctly to facilitate seamless order processing and fulfillment.

• Customer & Patient Support

  • Serve as the primary point of contact for customer interactions, proactively addressing inquiries and concerns.

  • Respond to customer and patient inquiries about product availability, pharmacovigilance protocols, and order-related issues.

  • Ensure customer feedback is routed appropriately to relevant teams for timely resolution.

  • Work closely with supply chain, marketing, and customer procurement teams to manage product allocations and ensure prompt order fulfillment.

  • Communicate proactively with customers, anticipating questions and providing clear, timely responses.

• Compliance & Performance Tracking

  • Support and track the Failure to Supply/Penalty process, ensuring fulfillment aligns with customer forecasts.

  • Ensure all customer service activities comply with internal policies, industry regulations, and quality standards.

  • Continuously monitor key performance metrics, identifying areas for improvement and ensuring high service levels.

• Collaboration & Cross-Functional Coordination

  • Work closely with supply chain, sales, marketing, and operations teams to support business objectives.

  • Act as a liaison between Exelan operations, supply chain teams, and UPS warehouse operations to ensure seamless execution of order flows.

  • Assist in identifying opportunities for process automation and system enhancements to improve efficiency.

Major Challenges:

• Collaborate with Exelan team members to ensure monthly products allocations are set.

• Work closely with these colleagues to ensure daily orders flow to UPS and that orders above product allocations by customer are properly checked and released.

• Ensure that business systems are functioning correctly for orders to properly process.

• Ensure that customer/patient questions are routed for appropriate answers.

Key Interactions:

• Supply Chain, Marketing, US Sales to gather, analyze, and contribute key inputs into product orders and launch management.

• Customers and UPS at many levels to understand and service the customer expectations around existing products, future launches, and overall market changes and daily order management.

• Interaction with Supply Chain and Sites to maximize inventory availability & security.

• US Market Colleagues to help communicate updates on launches as well as overall office activities.

• When to release orders and when to interact with marketing and supply chain colleagues. Processes with UPS and US colleagues.

• Sales opportunities based on customer inquiries

• Support to help reduce Failure to Supply Claims Communications / order timelines to customers

Key Decisions:

• When to release orders and when to interact with Operations/Sales and supply chain colleagues.

• Interaction with Exelan Operations & Supply Chain and UPS Sites to maximize inventory availability & security.

• Support to help reduce Failure to Supply Claims, Communications / order timelines to customers

Qualifications:

• A minimum of a High School degree is required and five years of experience years of total work experience in a pharmaceutical setting, preferably with experience with large portfolios and a dynamic fast-paced customer environment.

• 4-Year degree, preferably in business or marketing emphasis is preferred with a minimum of 3 years

• Strong customer orientation

• Experience working alongside analysts and management in the pharmaceutical space. Generic experience preferred.

• Understanding of supply chain & manufacturing process are not essential but a plus.

• Basic understanding of key marketing functions and strategies are essential.

• Strong proficiency in verbal and written communications and presentation development is essential.

• Intermediate-Advanced level of Microsoft Office (Specially Excel)

• SAP experience.

Pay Range: $85,000 to $90,000

Benefits

In addition to a fulfilling career and competitive salary, the Company offers a comprehensive benefits package to include a 401(k) savings plan and matching, health insurance a" medical/dental/vision, health savings account(HSA), flexible spending account (FSA), paid time off (PTO) a" vacation/sick/flextime, paid holidays, short-term disability (STD), long-term disability (LTD), parental leave, paid and unpaid family leave, employee discounts, and other benefits

Equal Opportunity Employer:

Cipla is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, age, sex, sexual orientation, gender identity, religion, national origin, genetic information, disability, protected veteran status, or any other legally protected group status. At Cipla, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require reasonable accommodation to make your application or interview experience a great one, please contact the recruiter.

Disclaimer on Pay Ranges
About the Salary/ Pay Range: The salary range mentioned above is an anticipated base salary range for this position. Exact salary depends on several factors such as experience, skills, education, and budget. Salary range may vary based on geographic location. In addition to base salary, this position may be eligible for benefits and participation in a bonus program based on performance and company results.