Senior Manager, Customer Service

About Us
JOB DESCRIPTION
Welcome to ANI Pharmaceuticals, where we are dedicated to improving and enhancing patients' lives through the manufacturing and distribution of high-quality pharmaceutical products. With a diverse portfolio of generic and branded pharmaceuticals, ANI is a trusted partner for healthcare providers, pharmacists, and patients alike. We understand the importance of accessibility, and our products are available across a wide range of therapeutic areas, contributing to the well-being of communities globally.

At ANI Pharmaceuticals, there are opportunities to contribute to our purpose every day. We value authenticity, knowledge, and hard work, and we strive to celebrate our employees in a positive environment.

Our culture empowers everyone to be successful and apply their full potential.

About The Role
The Senior Manager, Customer Service will lead ANI's customer service and order management operations, ensuring exceptional experience for customers, wholesalers, distributors, specialty pharmacies, healthcare providers, and internal stakeholders. This individual will oversee order management, distribution operations, product availability, and issue resolution while maintaining compliance with FDA, DEA, DSCSA, and PDMA requirements.

This role requires a hands-on leader with a blend of operational expertise, regulatory acumen, and strategic leadership with the ability to manage a high-performing team, serve as the primary liaison with ANI's third-party logistics (3PL) provider, and drive continuous improvement in service quality, efficiency, and compliance. The Customer Service Manager will have a unique ability to lead a team while operating in a hands-on manner as needed to get the job done. Must be comfortable interfacing with cross-functional internal constituents including senior leadership.

Responsibilities
Leadership and Team Development

• Lead, coach, and inspire the Customer Service team to deliver exceptional customer support
• Define and manage team performance goals, service-level standards, and KPI tracking
• Foster a culture of accountability, responsiveness, and continuous improvement

Customer Experience & Relationship Management

• Act as the escalation point for complex or critical order inquiries
• Build and sustain trust-based relationships with wholesalers, specialty pharmacies, and healthcare providers
• Oversee customer