Manager, Customer Service
Endo
Summary
The Manager, Customer Service is responsible for leading a team of Customer Service Representatives serving as the frontline contacts for Par Health products globally. The Manager implements and designs operational policies, processes, and tools to support the organization's aim of providing superior customer service. This position is responsible for handling all aspects of the order management process. This Manager role is an active contributor of the Customer Service team with responsibilities covering daily customer service duties inclusive of, but not limited to, high level/complex issue resolution and/or escalation to management as well as day to day orders and customer inquiries. The successful candidate's main focus is the department's excellence in customer care and satisfaction while driving efficiency and process improvement.
Job description
Essential Functions
- Supervision of the Par Health Customer Service team.
- Lead the day-to-day operations of the Customer Service department as they relate to all customer care activities.
- Establish and monitor the necessary metrics to track key activities and measures departmental performance.
- Constantly improve productivity and service through researching best practices and leading improvement efforts/projects.
- Assist with the development of current and future state value stream maps and continuous improvement plans, as well as the implementation of those plans.
- Coordinate and facilitate activities that respond to customer and market needs through collaboration with Trade Compliance and Commercial Operations.
- Monitor and adhere to departmental budget.
- Represent the department in cross-functional team meetings with Supply Chain, Finance, IS, Sales, Marketing, Commercial Operations, Quality and Manufacturing.
- Serve as customer advocate and provide high level problem resolution and escalate issues to management.
- Enters and maintains database records of customer profiles and prepares and maintains status reports.
- Processes and adjusts database for returned goods by entering orders, credits, etc.
- All other duties as assigned.
Minimum Requirements
Education: B.S. / B.A. in Business or related field (preferred) or commensurate experience. Bachelor's degree (B.S./B.A.) in Business or a related field preferred; Associate's degree with 15+ years of relevant experience will be considered.
Experience: 10 years experience including Customer Service, distribution, inventory management, invoicing, marketing and sales. Pharmaceutical experience strongly preferred. At least 5+ years of supervisory experience required.
Skills/Qualifications/Competencies
- Excellent oral and written communication skills required.
- Exceptional interpersonal skills required.
- Professional presentation skills.
- Analytical and problem-solving skills for project work and systems/process improvements.
- Proven leadership and supervisory skills for staffing, development, performance coaching, and recognition of results.
- Flexibility and teamwork skills.
- Working knowledge of the fundamentals of Supply Chain operations.
- Ability to take complete ownership of assigned functions as well as interface with related functions.
- Independent, self-starter who needs little guidance or follow-up once projects/tasks are assigned.
- Proficient at multi-tasking, well organized and reliable for consistent decision making and follow through.
- Demonstrated auditing and corrective action proficiency.
- Excellent problem solving and decision-making skills.
- Ability to manage and drive change.
Working Conditions
Normal office conditions. Travel required (<10%).
Operational Relationships
Frequent communication and working relationships with manufacturing sites, distribution centers, different functions within and outside the company (quality, commercial operations, supply chain, distribution, finance, marketing).
Requirements
- B.S. / B.A. in Business or related field preferred or commensurate experience
- Associate's degree with 15+ years of relevant experience will be considered
- 10 years experience including Customer Service, distribution, inventory management, invoicing, marketing and sales
- Pharmaceutical experience strongly preferred
- At least 5+ years of supervisory experience required
- Excellent oral and written communication skills required
- Exceptional interpersonal skills required
- Professional presentation skills
- Analytical and problem-solving skills for project work and systems/process improvements
- Proven leadership and supervisory skills for staffing, development, performance coaching, and recognition of results
- Flexibility and teamwork skills
- Working knowledge of the fundamentals of Supply Chain operations
- Ability to take complete ownership of assigned functions as well as interface with related functions
- Independent, self-starter who needs little guidance or follow-up once projects/tasks are assigned
- Proficient at multi-tasking, well organized and reliable for consistent decision making and follow through
- Demonstrated auditing and corrective action proficiency
- Excellent problem solving and decision-making skills
- Ability to manage and drive change
Company overview
Endo is a diversified specialty pharmaceutical company headquartered in Malvern, Pennsylvania, founded in 1997. As a global pharmaceutical manufacturer, Endo develops and markets high-value branded pharmaceutical products across therapeutic areas including urology, men's health, orthopedics, and endocrinology. The company operates as a subsidiary of Endo International plc and has established itself as a leader in both branded and generic pharmaceuticals, with a portfolio of over 200 product families. Endo's mission focuses on helping everyone they serve live their best life through the delivery of life-enhancing therapies. The company maintains manufacturing and research facilities across multiple continents, including the United States, Ireland, Canada, and India, employing approximately 2,100-3,100 professionals globally. In 2025, Endo completed a significant merger with Mallinckrodt Pharmaceuticals, resulting in the creation of two focused standalone companies: Keenova Therapeutics for branded therapeutics and Par Health for generics and sterile injectables.