Global Customer Operations Lead

Boehringer Ingelheim; Johns Creek (GA); On-site; USD 85,000 - 110,000; Full time

Job summary

Boehringer Ingelheim is seeking a Senior Specialist, Customer Operations to align operations with our business objectives and customer experience strategy. This role supports the planning, execution, and continuous improvement of customer operations, systems, and vendor partnerships.

The incumbent translates strategic priorities into actionable initiatives and promotes a consistent, customer-centric experience across channels.

Qualifications

• Bachelor's Degree required with Business, Marketing, animal health or related major preferred. In lieu of degree, a minimum of eight (8) years of experience in a customer service-related industry
• Minimum of four (4) years’ experience in customer service, sales, animal health or related field
• Demonstrated ability to build and maintain strong cross-functional relationships
• Demonstrated ability to use influence and persuasion skills to navigate barriers and conflict
• Ability to adapt to audience using varying communication styles and methods
• Ability to solve problems
• Strong time management skills
• Working knowledge of software applications, ERP, CRM, and other applications as needed
• Ability to travel up to 15%

Responsibilities

• Primary cross-functional liaison between Customer Care, Marketing, Finance, Demand Planning/Supply Chain, Regulatory, IT, Customer Experience and other departments as needed
• Serve as frontline point of contact for onshore and offshore vendor teams, resolving daily operational hurdles and technical escalations. Maintain reporting for vendor compliance
• Monitor real time service levels and schedule adherence to ensure external teams are meeting expectations as outlined in the SOW
• Maintain performance metrics to support AD in preparation of commercial business updates
• Identify and manage systemic errors or routing issues within system (ERP, CRM, Telephony) and coordinate with partners for rapid resolution
• Triage systems such as Hardware, Genesys, EDI, and Salesforce. Route escalation inquiries to appropriate parties and manage escalations to completion
• Support EDI Agency transactions and triage EDI issues with EDI SR Specialist and SR Analyst

Skills

Cross-functional relationships

Influence and persuasion

Communication adaptability

Problem solving

Time management

Travel readiness

Education

Bachelor's degree in Business, Marketing, Animal Health or related major

Eight years of experience in customer service-related industry (in lieu of degree)

Tools

ERP

CRM

Salesforce

Genesys

EDI

Job description

Boehringer Ingelheim is seeking a Senior Specialist, Customer Operations to align operations with our business objectives and customer experience strategy. This role supports the planning, execution, and continuous improvement of customer operations, systems, and vendor partnerships.

The incumbent translates strategic priorities into actionable initiatives and promotes a consistent, customer-centric experience across channels.