Associate Manager of Customer Operations

Job Summary

The Associate Manager, Customer Operations is responsible for overseeing private label order management, ensuring accurate and timely customer purchase order processing, and supporting cross-functional coordination to launch private label products. This role also leads the DSCSA Support Team, serving as a subject-matter expert and primary point of contact for DSCSA customer onboarding, exception management, and customer inquiries. The Associate Manager is instrumental in developing procedures, maintaining master data, and driving operational excellence across Customer Operations.

Job Responsibilities

Private Label & Customer Operations

• Oversee private label order entry with accuracy and timeliness.
• Manage the complete lifecycle of customer purchase orders, including entry, maintenance, follow-up, and issue resolution.
• Support the creation and onboarding of new private label customer accounts and system implementation.
• Collaborate with Sales and Marketing to coordinate and support the launch of private label products.

DSCSA Leadership & Support

• Lead the DSCSA Support Team, providing operational guidance and technical support.
• Triages and follows up with customers to address DSCSA complaints and assist in investigations involving finished goods sites and logistics.
• Serve as the Commercial primary point of contact for DSCSA.
• Support management in developing and improving processes and procedures related to Product Data complaints and DSCSA-related workflows.
• Responsible for testing and training team members on DSCSA onboarding processes, exception handling, and system requirements.
• Participate in and present DSCSA-related updates, findings, and activities with cross-functional teams and the Leadership Team. 

Reporting & Data Management

• Run and analyze weekly and monthly operational reports, including Commercial Operations reports, DSCSA onboarding reports, and ad-hoc reporting as needed.
• Maintain DSCSA-related master data for customers, such as Global Location Numbers (GLN), customer addresses, and DSCSA customer contact details.
• Organize and maintain departmental training documentation, SOPs, guides, and reporting files.

• Participate and lead performance conversations with employees, including monthly one on ones, to connect on performance; check in on employee’s progress toward achieving Objectives, offer support and remove barriers; and, communicate and revisit performance expectations to reinforce and encourage high performance culture and a safe working environment for all employees.
• Utilize open, honest, two way communication to build trust-based relationships with employees, business partners and direct leader while continuously improving leadership capabilities by personally seeking feedback and development.
• Create a culture which values trust and provides the opportunity for Employee development and growth in pursuit of our purpose and demonstrating our core Values – Integrity, Teamwork, Courage and Innovation.
• Utilize your networks to attract and hire talent in a comprehensive, differentiated and consistent manner essential to our continued growth; then, onboard new employees by providing a consistent experience that reflects the values and commitments made to candidates during the hiring process.
• Ensure adherence of team members (direct reports) with all compliance programs and company policies and procedures.
• All other duties as assigned.

PHYSICAL AND ENVIRONMENTAL CONDITIONS

The physical requirements of the position generally include standing, walking, sitting, using hands and fingers, reaching with hands and arms, talking and hearing.  In some circumstances, bending, kneeling, crouching, stooping, and crawling may apply.  In general, the activity level one usually performs is light physical activity performing non-strenuous daily activities of an administrative and sedentary nature.  This position may require lifting up to 25 pounds.  Generally, work is performed in a well-lighted, heated and/or air-conditioned indoor office setting with adequate ventilation.   

WORK SCHEDULE

The regularly scheduled work week is Monday through Friday and the hours are 8:30 am – 5:30pm.

Job Requirements

• Education
  • Bachelor’s degree preferred.
    
    
• Knowledge, Skills and Abilities
  • Must be self-motivated and possess strong business ethics.
  • Able to make independent decisions.
  • Flexibility in dealing with constantly changing priorities and workloads.
  • Excellent oral and written communication skills
  • Attention to detail.
  • Position requires proficient personal computer skills including electronic mail, record keeping, routine database activity, word processing, spreadsheet and graphics.
  • Must be able to handle multiple tasks and prioritize.
    
    
• Experience
  • 3–5 years pharmaceutical Customer Service and DSCSA experience.