Senior Customer Relations Specialist - Bridgewater, NJ - Hybrid

Sr. Customer Relations Specialist

Join our global diversified pharmaceutical company enriching lives through our relentless drive to deliver better health outcomes to our patients. We are all in it together to make a difference. Be a part of a culture that doesn't just wait for change but actively creates it where your skills and values drive our collective progress and impact.

As a Sr. Customer Relations Specialist, you will expertly support day-to-day orders through the Order to Cash process, ensuring orders are delivered on time.

In this role, you will also be instrumental in championing efforts like sample EDI, IDOC, and inventory reconciliation with our third-party logistics partners. Collaborating with various business partners across the organization, you will help achieve the companys sales and revenue goals, measured through insightful customer scorecards. Your performance will showcase the highest level of operational effectiveness, ensuring that we consistently deliver exceptional customer service.

Responsibilities :

Oversight of EDI IDOCs (monitoring and resolution)

Manage escalations from junior specialist to correspondence between stakeholders and cross-functional teams

Daily review of team open order monitoring

Identify inventory discrepancies and follow up with internal stakeholders, 3PL, or Global Information Technology teams to get timely and accurate resolution. Track and trend inventory reconciliation issues

Service to Bausch Health National Trade Directors, wholesale / retail customers, sales force, government, hospitals, and institutions

Collaborate cross-functionally with Trade Operations, Supply Chain, Finance, Quality, Regulatory Affairs, and Commercial teams to ensure alignment and issue resolution

Serve as the senior point of contact for escalated issues from trade customers (e.g., wholesalers, distributors, pharmacy chains, hospitals)

Analyze and troubleshoot complex customer service cases involving controlled substances, temperature-sensitive products, and regulatory documentation

Monitor service level metrics and proactively identify areas for process improvement

Support and train junior team members on SOPs, systems, and best practices

Participate in audits, inspections, and quality reviews by providing accurate documentation and process knowledge

Generate standard / ad Hoc reports for tracking, monitoring, and analyzing data

Prepare and distribute key reports like, product availability, open order report, inventory

Manage temperature excursions escalations

Support customer inquiries related to shipping, pricing discrepancies, and product returns, issues with urgency

Consignment Order Management Support :

Analyzes order management trends for assigned consignment accounts and provides recommendations for efficiencies and other improvements to improve the customer experience and company results

Work closely with Walgreens to manage inventory levels at distribution and store levels

Monitor inventory level of the products based on the information provided by the customers / Walgreens before releasing the orders

Track shipments to ensure all approved orders were released and shipped promptly

Drive Continuous Improvement :

Develop Key Performance Indicators (KPIs) to ensure orders are processed and delivered according to customer needs

Identify and initiate process improvements where applicable for superior customer service

Qualifications :

High School Diploma, required

Bachelors degree in business or finance. In lieu of a degree, a minimum of 3 years of customer service-related experience, preferably in Pharmaceutical or Healthcare related industry

Proficient in key software applications, including Microsoft Office, as well as ERP, SAP preferred

Knowledge of current Good Manufacturing Practices (GMP), Food and Drug Administration (FDA), and regulatory pharmaceutical marketing and manufacturing principles, practices, and their application is preferred

Ability to work effectively both independently and in a team, with the ability to interact with all levels of personnel, customers, and vendors in alignment with Bausch Healths business processes

Lead and facilitate meetings

Analytical and problem-solving skills, including the ability to conduct root cause analysis

Strategic thinking about customer experience and revenue, with decision-making authority within scope of responsibility

Strong multitasking and prioritization abilities, with effective time management and organizational skills, with a high level of accuracy

Experience working with 3PL providers and large pharmaceutical distributors (e.g., McKesson, Cencora, Cardinal Health), preferred

Involvement in system implementation or process automation projects, preferred

Working knowledge of commercial contracts and chargebacks, preferred