Associate Director- Pharma Customer Service

Software Guidance & Assistance, Inc., (SGA), is searching for an Associate Director - Pharma Customer Service & Sales Operations for a full-time salary + bonus & benefits role with one of our premier Pharmaceutical services clients in Hawthorne, NY (hybrid 3 days onsite weekly)

Responsibilities

The Associate Director - Customer Service & Sales Operations will play a critical leadership role in overseeing customer service, order management, and operational excellence within the generic pharmaceutical business. This individual will lead a team responsible for ensuring accurate and timely order fulfillment, high levels of customer satisfaction, and compliance with industry standards. While the primary focus will be on customer service leadership, this role will also provide exposure to product launch readiness, sales operations, and trade show management, with the opportunity to develop into broader commercial operations leadership.

• Customer Service & Order Management
• Lead, mentor, and develop the customer service team to ensure accuracy, responsiveness, and high service levels for key accounts.
• Establish and maintain SOPs to drive operational excellence, compliance, and customer satisfaction.
• Conduct and lead daily order review meetings with Supply Chain, Customer Service, and Warehouse teams to ensure prioritization, backorder resolution, and accurate fulfillment.
• Oversee day-to-day sales order processing, ensuring timely shipments and resolution of customer issues.
• Monitor and analyze daily sales / order flow, proactively identifying and addressing issues in inventory, shipping, and customer service.
• Partner with Sales and Supply Chain to improve ERP / order management systems for efficiency and scalability.
• Ensure compliance with company policies and applicable pharmaceutical regulations, including support of programs such as Controlled Substance Ordering Systems (CSOS) and Suspicious Order Monitoring.
• Sales Operations & Product Launch Support
• Partner with cross-functional teams (Portfolio, Supply Chain, Sales, Regulatory, and Marketing) to support new product launches and ensure commercial readiness.
• Develop and manage launch trackers, timelines, and risk mitigation plans in collaboration with leadership.
• Support financial processes such as credit claim validation, freight analysis, and customer order thresholds.
• Leadership & Cross-Functional Collaboration
• Build and maintain strong relationships with Sales, Supply Chain, Regulatory, Quality, Finance, and external customers.
• Drive a culture of accountability, continuous improvement, and customer focus within the team.
• Provide coaching, training, and succession planning for staff.
• Present regular updates to senior management on customer service metrics, order trends, and launch progress.

Required Skills

Preferred Skills

SGA is a technology and resource solutions provider driven to stand out. We are a women-owned business. Our mission : to solve big IT problems with a more personal, boutique approach. Each year, we match consultants like you to more than 1,000 engagements. When we say let's work better together, we mean it. You'll join a diverse team built on these core values : customer service, employee development, and quality and integrity in everything we do. Be yourself, love what you do and find your passion at work. Please find us at https : / / sgainc.com /

SGA is an Equal Opportunity Employer and does not discriminate on the basis of Race, Color, Sex, Sexual Orientation, Gender Identity, Religion, National Origin, Disability, Veteran Status, Age, Marital Status, Pregnancy, Genetic Information, or Other Legally Protected Status. We are committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, and our services, programs, and activities. Please visit our company EEO page to request an accommodation or assistance regarding our policy.