Global Customer Operations Lead

our future employee; Johns Creek (GA); On-site; USD 85,000 - 110,000; Full time

Job summary

Boehringer Ingelheim Pharmaceuticals, Inc. is seeking a Senior Specialist, Customer Operations to align operations with business objectives and customer experience strategy.

The role involves planning, execution, and continuous improvement across customer operations, systems, and vendor partnerships. The incumbent will translate strategic priorities into actionable initiatives, drive program execution, and ensure 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
• 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 collaboration

Influence & persuasion

Adaptable communication styles

Problem solving

Travel up to 15%

ERP knowledge

CRM knowledge

Salesforce

Education

Bachelor's degree in Business/Marketing/Animal Health

Tools

ERP systems

CRM systems

Genesys

EDI

Salesforce

Job description

Boehringer Ingelheim Pharmaceuticals, Inc. is seeking a Senior Specialist, Customer Operations to align operations with business objectives and customer experience strategy.

The role involves planning, execution, and continuous improvement across customer operations, systems, and vendor partnerships. The incumbent will translate strategic priorities into actionable initiatives, drive program execution, and ensure a consistent, customer-centric experience across channels.