Customer Operations Specialist

Description:

The Customer Operations team is the primary contact for all day-to-day customer interactions for both internal and external customers. This team is responsible for all standard Customer Service (CS) activities supporting all commercial and pipeline products, inclusive of the Brand and Generic divisions. Standard CS activities include, but are not limited to direct purchase order management, inventory management, and tending to direct customer and consumer inquiries. Responsibilities outside the standard Customer Service activities include but are not limited to product allocations, shipping related claims, 3PL management, direct sale reporting, direct customer account management (including customer portal maintenance), SOM management, DSCSA related support, claims, process creations, and special projects. While in this role the expectation is to operate within a customer-centric approach across all procedures. The Customer Operations Supervisor will serve as both support to team members as well as be a layer within the team to handle escalated customer concerns. The team member residing in this role will have SOM and controlled drug concentration; they will hold primary responsibility for both SOM processes as well as additional compliance and safeguard operations for all commercialized and pipeline controlled products (CII-CV). The person in this role will be relied on to ensure the business is running in an efficient and compliant manner and provide ideas on areas for continuous improvement. This role may support product allocations and top-tier account management. This role requires self-initiation; someone that can evaluate a situation and determine if further enhancements will benefit the business, be able to implement an action plan and see it through. A balance between team management, daily business activity management and special project participation is required.

Responsibilities

SOM and controlled drug compliance and process ownership

Oversight of the order management process and developing key relationships at our 3PL partner with respect to customer shipments/deliveries and shipping errors.

Order billing and billing preparation.

Provide escalated customer support where needed and ensure responses are timely.

Follow up with customers to see that any complaints were satisfactorily resolved as necessary.

Ensure unsurpassed quality service for Lupin customers.

Interact with all levels of internal management and actively participate in meetings when required.

Have a detailed working knowledge of employee job responsibilities, system capabilities and limitations.

Understanding and compliance of department processes, procedures and policies, this includes input on SOP creations.

Ensure pricing problems are properly directed /researched/resolved timely.

Assist in order allocation process and backorder management when needed.

Support Sales/Marketing, Contracts and Pricing to ensure execution of all promotions, pricing offers, and other areas as needed.

Aid upper management in analyzing data, troubleshooting problems and multitasking, all to drive sales for the organization.

Act as a mentor for the associate representatives to aid in their skills and development.

Perform all other duties that are assigned.

Additional Skills & Qualifications

Bachelors degree in business and related field or equivalent Account Management, Customer Service and Sales Support related experience.

Three to five years related experience in a pharmaceutical manufacturing and supplier environment.

Experience in Pharmaceutical Industry

Situational analysis/independent thinking

Strong written and verbal communication and interpersonal skills

Flexibility to work in a team setting or independently, depending on the needs of the department.

Self-starter

Ability to work with minimal direction, to rapidly understand the context and the task and take quick initiative to resolve problems.

Strong ability to organize, multi-task, prioritize, and manage time effectively, to work with little supervision.

Ability to recommend and implement changes with minimal supervision.

Ability to operate effectively in an environment with a high volume of transactions.

Ability to develop strong relationships with contacts at customer accounts.

Ability to analyze data.

Intermediate level knowledge of MS programs.

SAP experience is highly preferred.

Job Type & Location

This is a Contract position based out of Bridgewater, NJ.

Pay and Benefits

The pay range for this position is $35.00 - $35.00/hr.

Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: Medical, dental & vision Critical Illness, Accident, and Hospital 401(k) Retirement Plan Pre-tax and Roth post-tax contributions available Life Insurance (Voluntary Life & AD&D for the employee and dependents) Short and long-term disability Health Spending Account (HSA) Transportation benefits Employee Assistance Program Time Off/Leave (PTO, Vacation or Sick Leave)

Workplace Type

This is a hybrid position in Bridgewater,NJ.

Application Deadline

This position is anticipated to close on Oct 14, 2026.

About TEKsystems

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

About TEKsystems and TEKsystems Global Services

Were a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. Were a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. Were strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. Were building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

San Francisco Fair Chance Ordinance: Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.

Massachusetts Lie Detector: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Use of Artificial Intelligence (AI): We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.