Senior Coordinator, Customer Support Services - Returns & Disputes

Purpose

The Sr. Coordinator, Customer Support Services - Returns & Disputes serves as a subject matter expert responsible for managing complex customer service activities related to returns and disputes processes. This role provides advanced support for customer escalations, coordinates cross-functional issue resolution, identifies process improvements, and ensures adherence to quality and regulatory requirements.

Responsibilities

• Serve as a subject matter expert and escalation resource by supporting associates, providing formal helpline assistance, and leading root-cause investigations to drive timely resolution of customer and operational issues.
• Collaborate with internal stakeholders to investigate, research, and resolve customer discrepancies involving returns, disputes, shipping issues, trade pricing, data integrity, and other complex service matters.
• Recommend and lead continuous improvement initiatives, maintain standard operating procedures and work instructions, and contribute to training and knowledge-sharing efforts across the organization.
• Support leadership by preparing reports, responding to audit and compliance requests, analyzing trends, and identifying opportunities for operational improvements and corrective actions.
• Lead or support investigations of CSS-generated deviations, including documentation, root-cause analysis, stakeholder communication, and coordination of corrective actions.
• Identify, evaluate, and promptly escalate potential compliance concerns including altered shipments, fraud, complaints, medical events, and other reportable incidents.
• Manage key customer and business partner relationships while balancing customer expectations, operational requirements, and business objectives.
• Process specialized and complex orders, returns, disputes, and exception requests while coordinating with distribution, transportation, and cross-functional partners.
• Initiate and manage returned-goods activities, including call tags, investigations, and coordination with appropriate teams.
• Accurately document customer interactions, maintain required records, and ensure compliance with applicable quality, regulatory, and business requirements, including GMP, SOX, DEA, FDA, CAPA, safety, and environmental standards.
• Reconcile, validate, enter, and modify transactions and customer requests in accordance with company policies and applicable regulations.
• Provide coverage during established business hours and support after-hours customer service operations as needed.

Qualifications

• A High School diploma or equivalent.
• A minimum of 2 years of relevant work experience in customer service, training, learning and development, or a related role.
• SAP + Salesforce/Dynamics/Other CRM experience.
• Strong verbal and written communication skills.
• Strong collaboration and interpersonal skills with the ability to influence and work effectively with a diverse group of individuals.
• Intermediate proficiency in Microsoft Office applications, including Excel, Word, PowerPoint, and SharePoint.
• Ability to manage multiple priorities in a fast-paced environment.
• Demonstrated ability to work independently with minimal supervision on complex issues.
• Highly motivated and self-directed, with strong time management skills.