Senior Account Manager

Customer Service Representative – Order ManagementYou will play a key role in ensuring a seamless customer experience by managing pharmaceutical orders, coordinating product fulfillment, and supporting relationships with pharmacies, distributors, and healthcare organizations. Serving as an essential connection between customers and internal Sales, Logistics, Finance, and Supply Chain teams, you will help ensure orders are processed accurately, customer inquiries are resolved efficiently, and products move through the supply chain successfully.The ideal candidate is a detail-oriented, analytical, and proactive problem-solver who thrives in a fast-paced environment. If you enjoy building relationships, navigating complex processes, and finding ways to improve operations while delivering exceptional customer service, this could be an exciting opportunity to grow your career in the pharmaceutical industry!Essential Duties and ResponsibilitiesManage and monitor customer orders throughout the fulfillment process, coordinating product flow between customers, Sales, Logistics, and other internal departments.Process daily purchase orders accurately within the company's Enterprise Resource Planning (ERP) system and verify successful Electronic Data Interchange (EDI) transmissions.Track orders from initial entry through completion, proactively identifying and resolving fulfillment issues, delays, and discrepancies.Monitor key account performance, including Failure to Supply metrics, and escalate potential service concerns as appropriate.Prepare and distribute weekly backorder reports, communicating product availability and order status updates to customers.Serve as a primary point of contact for customer inquiries involving pricing, order status, backorders, contract compliance, invoices, and credit discrepancies.Verify pricing on daily customer orders and collaborate with Finance to investigate and promptly correct discrepancies.Maintain accurate customer account information, including billing and shipping locations, using established customer databases and business systems.Coordinate with third-party logistics (3PL) providers to monitor shipments, track orders, and support timely product delivery.Document purchase order discrepancies, communicate findings to logistics partners, and assist Finance with validating and resolving discrepancies.Collaborate with Sales, Marketing, and Supply Chain teams to share customer feedback, identify service opportunities, and improve order fulfillment processes.Provide customers with required business and regulatory documentation, including licenses, Certificates of Insurance (COI), Certificates of Authenticity (COA), packing slips, and invoices.Document and escalate product complaints, coordinating with Pharmacovigilance and Regulatory Affairs teams to support compliance with company policies and applicable requirements.Develop, maintain, and improve tools, procedures, and workflows that support efficient customer service and order management operations.Maintain organized, accurate records of customer communications, order activity, discrepancies, and resolutions.Provide backup administrative support as needed to ensure continuity of daily business operations.Assist with special projects and additional assignments from the Customer Service Lead or Director of Contracts and Sales Operations.Other duties as assigned.QualificationsBachelor's degree (BA/BS) required.Minimum of 1–3 years of experience in customer service, order entry, order management, or account management, preferably within pharmaceutical manufacturing, medical products, distribution, or another regulated industry.Previous experience in generic pharmaceutical manufacturing or pharmaceutical distribution is a plus.Strong analytical and problem-solving skills with exceptional attention to detail, accuracy, and follow-through.Proficiency with Microsoft Office applications, including Word, Excel, and PowerPoint.Experience working with Enterprise Resource Planning (ERP) systems, such as NetSuite, SAP, or Oracle, is strongly preferred.Familiarity with Electronic Data Interchange (EDI), purchase order processing, and order fulfillment workflows is highly desirable.Strong written and verbal communication skills, with the ability to manage customer inquiries, provide clear updates, and professionally navigate time-sensitive or challenging situations.Experience collaborating with cross-functional teams, including Sales, Finance, Logistics, and Supply Chain.Understanding of business-to-business (B2B) customer service, pricing verification, invoice reconciliation, and account management processes.Ability to organize and manage multiple customer accounts, orders, and competing priorities in a fast-paced environment.Strong organizational skills and the ability to maintain accurate records, documentation, and customer account information.Self-motivated professional who can work independently, take initiative, and develop practical solutions to operational challenges.Demonstrated ability to create, maintain, and improve processes and tools that enhance efficiency and customer satisfaction.Professional, collaborative approach with a commitment to delivering exceptional customer service.Ability to work onsite in Bristol, TN, Monday through Friday.