About this role
Job title: Senior Manager, Customer Service Canada Commercial
About the Role Sun Pharma is seeking a Senior Manager, Customer Service Canada Commercial to lead a five-member Customer Service team and drive exceptional customer experiences across pharmaceutical operations. This role provides strategic oversight of order management and customer support, ensuring regulatory compliance, and serves as a critical liaison between customers and internal stakeholders including Sales, Supply Chain, Quality, Finance and Regulatory Affairs for Innovative Brands, Generics and Biologics/Biosimilars. The position also collaborates with the Third-Party Logistics Manager to optimize performance from 3PL and distribution partners, and will take on some account management responsibilities for Private Label Generics.
The Senior Manager reports to the Sr Director of Commercial Operations, Generics and Consumer Health and is responsible for operational excellence, GDP compliance, and continuous improvement across customer service processes in a highly regulated environment.
What You'll Do
- Lead, mentor, and develop a team of five Customer Service Representatives, setting clear performance expectations, coaching, performance reviews, onboarding, training, and succession planning.
- Oversee day-to-day customer service operations (order processing, inquiry management, issue resolution) across all Canadian commercial businesses; establish SLAs and KPIs; analyze metrics and drive improvements; serve as escalation point for complex issues and high-impact disruptions.
- Ensure accurate order-to-cash execution through SAP and coordinate with Sales, Marketing, Supply Chain, Logistics, and Warehouse to manage allocations, backorders, returns, credits, invoicing discrepancies, and deliveries.
- Maintain GDP compliance and regulatory requirements; oversee customer complaint handling, pharmacovigilance, adverse event reporting; support audits and inspections with proper documentation and CAPAs.
- Act as strategic partner to Innovative Products, Branded, Generics and Consumer Healthcare Sales and Commercial Operations; provide insights on customer behavior and forecast/customer communication strategies; contribute to business planning and opportunity management for Private Label.
- Lead continuous improvement and system optimization; support ERP/CRM enhancements, testing, and user adoption; promote standardization across customer service operations.
- Additional responsibility: report adverse events from customers to pharmacovigilance on the same day or within 1 business day.
What We're Looking For
- Bachelor’s degree in Business Admin, Supply Chain, Life Sciences, or related field; equivalent work experience accepted. Advanced degree or certifications in leadership, supply chain, or quality systems are assets.
- 7+ years of customer service or customer operations experience in pharmaceutical, healthcare, or other regulated industries; 5+ years of people management experience in customer service or operations/logistics.
- Strong experience with ERP systems (e.g., SAP).
- Experience with 3PL, Canadian pharmaceutical market is an asset.
- Experience in customer service for Innovative Medicines, Brands, Generics.
Nice to Have
- Advanced degree or certifications in leadership, supply chain, or quality systems are assets.
Compensation & Benefits
- Salary range and benefits not disclosed in the posting.